Helpline Specialist- (Evening Shift)
Job Summary
The Louisiana Association on Compulsive Gambling Helplines provides 24/7 call, chat, and text support for individuals facing mental health, substance use, and problem gambling concerns. This role involves engaging with individuals in crisis, conducting intake assessments, offering emotional support, and referring them to appropriate resources.
Supervised By
Supervised by: Team Lead/Shift Supervisor
Training
- Upon hiring, individuals will complete all required onboarding, crisis intervention, and behavioral health training prior to independently answering calls, chats, and texts.
- The first 6 weeks of employment is full time training Monday through Friday from 9 am to 5 pm. Candidates must be in attendance for all training dates during the initial 6 weeks.
Job Description
This role is for individuals who can stay grounded when others are overwhelmed, listen without judgment, remain calm under pressure, and show up for others on their worst days. As a Helpline Specialist, you will be the calm voice in the moments of fear, despair, loneliness, and crisis. You will connect with people experiencing suicidal thoughts, mental health challenges, substance use concerns, emotional distress, or overwhelming life circumstances. Through compassionate listening, you will help individuals find safety, hope, and a path forward.
Responsibilities
- Answer incoming crisis calls, texts, and chats from individuals experiencing emotional distress related to mental health, substance use, and problem gambling
- Build rapid trust and connection through compassionate, nonjudgmental communication
- Assess risk related to suicide, self-harm, mental health crises, substance use, and safety concerns
- Use crisis intervention techniques to help individuals reduce immediate distress and identify next steps
- Collaborate with emergency services, mobile crisis teams, and community resources when necessary
- Provide appropriate resources and follow-up support
- Document interactions accurately and professionally
- Participate in initial and ongoing training, coaching, and quality improvement activities
- Support a culture of empathy, teamwork, accountability, and continuous learning
Qualifications
- High school diploma or equivalent required
- Experience in providing customer care
- Ability to successfully complete crisis intervention training and certification requirements
- Strong verbal and written communication skills- able to receive, process, and interpret both verbal and non-verbal information
- Ability to work independently while collaborating effectively with a team
- Ability to maintain confidentiality and adhere to professional and ethical standards
- Strong computer and documentation skills
Preferred Qualifications
- Experience in healthcare, social services, behavioral health, crisis intervention, peer support, or related fields
- Previous volunteer or helping profession experience
- Higher education or certifications in behavioral health field
Compensation
$15.00 - $16.00 per hour
Benefits
- Dental insurance
- Flexible schedule
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
EVENING SHIFTS AVAILABLE
- 2PM- 10PM
- 3PM-11PM
Please note: This position is not a remote role. All work must be performed onsite at our designated location(s). Remote work is not available for this position at this time. Additionally, the required training is six (6) weeks during the day from 9 AM to 5 PM. In order to work evening or overnight, you must complete the six (6) week training held during the day.
Interested? Apply at: https://helpforgambling.apscareerportal.com/jobs/3076777
Additional Information:
The Louisiana Association on Compulsive Gambling is a non-profit organization dedicated to supporting individuals and families affected by problem gambling, substance use, and suicide. We provide treatment, education, and helpline services — promoting prevention and recovery without advocating for or against gambling.