Evening Helpline Specialist (In Office Position)

About the role

Provide support to individuals reaching FirstLink by phone call, text, or online chat. Lend a listening ear, de-escalate emotional and mental health crises, and make appropriate referrals to local community resources. Engage with help‑seekers across all FirstLink lines, including the 988 Suicide & Crisis Lifeline, 211 Information & Referral Helpline, and various regional or statewide crisis lines.

Responsibilities

• Answer phone calls, texts, and online chats from help‑seekers.
• Provide active listening and emotional support.
• De‑escalate crisis situations.
• Make referrals to appropriate community resources.
• Maintain accurate documentation of interactions.

Requirements

• High school diploma or GED.
• At least 18 years of age.
• Ability to read, write, and follow oral or written instructions.
• Minimum of 6 months’ experience in a call center, customer service, human service, or mental health setting.
• Ability to work in‑person at the FirstLink location.

Qualifications

• Some experience in crisis intervention or customer service.
• Strong written and verbal communication skills.

Skills

• Crisis intervention techniques.
• Active listening and empathy.
• Effective verbal and written communication.
• Referral and resource navigation.
• Ability to remain calm under pressure.

Benefits

• Employee Assistance Program.
• 100% paid health, dental, and vision insurance (employee only).
• Long‑term and short‑term disability coverage.
• Life insurance.
• 12 days of paid time off (8 hours accrued per month during the first calendar year).

Pay

$20.00 per hour.

Schedule

Evening shift: 4 PM – 12 AM, part of a holiday rotation with one weekend day each week. Typical rotations are Tuesday‑Saturday or Sunday‑Thursday; the final schedule is set after training. Training occurs Monday‑Friday, either 8 AM – 4 PM or 12 PM – 8 PM.