JOB DESCRIPTION

Position Summary:

The Crisis Support Executive (CSE) in the Crisis Support Team supports the work of the Core Services by conducting initial assessment of clients’ risks and needs. This includes classifying of incoming calls and text messages according to the risk levels. He/she decides the required follow up actions, which typically include referring of cases to the Clinical Team for crisis support or counselling.

CSE also makes preliminary outgoing calls or text messages, if necessary, to facilitate the initial assessment in terms of client risk level. He or she provides frontline support to volunteers who are manning the organisation’s 24-7 hotline service.

Duties and Responsibilities:

· Conduct initial assessment and classify incoming calls and text messages according to the risk levels. Scope of work includes:

– Classify calls and text messages on the system

– Make outgoing calls or text messages where necessary to facilitate assessment

– Provide first level response to low-risk clients where necessary

– Provide information on SOS services or on community resources to third party callers

– Support in the administration and documentation of the processes

– Refer cases to the Clinical team for follow up actions/crisis support interventions

– Coordinate on the activation of emergency support where applicable

· Frontline support to volunteers (SAMs) who are manning the organisation’s 24-7 Services. Scope of work includes:

– Assist with phone or chat duties in the event of shortage of volunteers

– Being activated onsite to support persons in crisis or next-of-kin

– Support in training and supervision of trainee volunteers

– Orientate and guide new volunteers who have just started performing call or messaging duties on their own

– Support and guide volunteers in the Phoneroom or over online platforms by listening in during calls or monitor chats and provide consultation where appropriate

– Conduct debrief sessions with volunteers where necessary, especially for those who handled calls or chats with imminent risks and experienced distress as a result

– Update volunteers on callers’ or clients’ development

– Provide off-site support for volunteers outside of office hours where necessary

JOB DESCRIPTION

Position Summary:

The CareText Executive in the Crisis Support Team handles incoming texts from our clients in our round-the-clock Care Text service, a text-based service that provides emotional support for those in distress.

He/she decides the required follow up actions, which typically include referring of cases to the Clinical Team for crisis support or counselling. He or she provides frontline support to volunteers who are manning the organisation’s CareText service.

Duties and Responsibilities:

Conduct initial assessment and classify incoming text messages according to the risk levels. Scope of work includes:

– Classify text messages on the system

– Make outgoing text messages where necessary to facilitate assessment

– Provide first level response to low-risk clients where necessary

– Provide information on SOS services or on community resources to third party callers

– Support in the administration and documentation of the processes

– Refer cases to the Clinical team for follow up actions / crisis support interventions

– Coordinate the activation of emergency support where applicable

Frontline support to volunteers (SAMs) who are manning the organization’s Care Text service. Scope of work includes:

– Assist with chat duties in the event of shortage of volunteers

– Being activated onsite to support persons in crisis or next-of-kins

– Support in training and supervision of trainee volunteers

– Orientate and guide new volunteers who have just started performing call or messaging duties on their own

– Support and guide volunteers in the Phone room or over online platforms by monitor chats and provide consultation where appropriate

– Conduct debrief sessions with volunteers where necessary, especially for those who handled chats with imminent risks and experienced distress as a result

– Update volunteers on clients’ development

– Provide off-site support for volunteers outside of office hours where necessary

JOB DESCRIPTION

Duties and Responsibilities:

Curriculum Development & Enhancement

• Design, review, and update training materials on programmes offered by SOS, for both in-house and external (suicide prevention, crisis response, counselling and mental health awareness)
• Develop interactive and engaging learning experiences, including case studies, simulations, and role-playing exercises to facilitate transfer of learning
• Work closely with subject matter experts, psychologists, and trainers to design and develop curricular training materials and assessment tools for various learning programmes

Quality Assurance & Compliance

• Ensure all training content meets organisation policies, ethical guidelines, accreditation requirements, and industry best practices
• Monitor and evaluate training effectiveness through feedback, assessments, and post-training evaluations
• Implement improvements based on data-driven insights to enhance learner engagement and outcomes
• Oversee Adult Educator development and performance to ensure quality training delivery

Training Delivery & Facilitation, Assessment and Learner Support

• Conduct in-person, online, and hybrid training sessions tailored to diverse learner groups
• Use interactive teaching methods, including case studies, role-playing, and group discussions, to enhance learning.
• Adapt training delivery based on participant needs and learning styles
• Conduct assessments (written or role play) for WSQ courses, SSG-funded or AIC-funded courses

Stakeholder Engagement

• Collaborate with the Business Development and Communication teams in SOS to promote training programmes to key audiences
• Lead the strategic expansion of training programmes by proactively assessing emerging skill gaps, sector developments, and future workforce demands
• Collaborate with Business Development to curate training or partnership proposals and materials for collaborations with government agencies, social service agencies, and corporate organisations.
• Work closely with trainers, mental health professionals, and advocacy groups to strengthen course offerings. Support partnerships with universities, mental health organisations, and community groups to expand training reach.

Staff/ Volunteers Learning & Development Strategy

Work closely with HR and Volunteer Management to:

• Lead the development and implementation of a structured staff/ volunteer learning and development framework, ensuring continuous professional growth.
• Conduct training needs analysis (TNA) to assess competency gaps and develop tailored programs for different levels of employees.
• Implement a competency-based learning model that integrates technical skills, core skills, emotional resilience, and leadership skills.

Others

• As recommended by Deputy Director – potential involvement in projects that increases or enhances organisational missions and impact

JOB DESCRIPTION

Duties and Responsibilities:

• Oversee the volunteer deployment and operational functions of SOS, including roster scheduling and coordination.
• Drive continuous process improvements by identifying and implementing innovative solutions, leveraging technology to enhance operational efficiency.
• Provide meaningful engagement and support to volunteers involved in SOS’s core services, such as the 24-hour Hotline and Care Text.
• Collaborate with program teams to ensure volunteers receive the necessary guidance and support for effective service delivery.
• Ensure volunteer compliance with organizational policies, particularly in areas related to data protection and confidentiality.
• Work with key volunteer leaders to cultivate camaraderie and foster a motivated, engaged volunteer community through targeted strategies.
• Participate in other VM functions and organization-wide initiatives, including volunteer recruitment, taskforce projects, events, and additional duties as assigned by HOD.