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
CANDIDATE REQUIREMENTS
Educational Qualification:
· Diploma or equivalent in Social Work, Psychology or in Counselling (preferred)
Relevant Experience:
· On-the-job training available
· At least 1-2 years of experience in the Social Service Sector (preferred)
· Understands the Social Service landscape (preferred)
· Experience in volunteer management or volunteered with other SSAs or hotline operation(preferred)
· Knowledge of Mandarin is essential to converse with Mandarin-speaking callers
Behaviour Traits & Attitude:
· Self-motivated
· Good team player
· Possess good interpersonal communication skills
· Willing to perform shift work which includes evenings, overnights, weekends and on public holidays (mandatory)
· Strong analytic and problem solving skills (preferred)
