Helpline Specialist - Overnight Position
Job Summary
Provides critical support in answering calls, chats, and text messages for various helplines, including the 988 Lifeline, Substance Use, Problem Gambling, and Suicide Prevention services. This role involves engaging with individuals in crisis, conducting intake assessments, offering emotional support, and referring them to appropriate resources.
Supervised By
Scheduled to work under the supervision of a Team Lead/Shift Supervisor.
Training
- Full-time training for the first 6 weeks, Monday through Friday from 9 AM to 5 PM.
- Candidates must be present for all training dates during the initial 6 weeks.
Job Description
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. We are committed to offering compassionate emotional support by listening, connecting callers with supportive resources, and providing follow-up assistance.
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.
Successful Helpline Specialists often draw from personal experiences, recovery journeys, or a commitment to helping others through difficult times. We value lived experience, emotional maturity, resilience, and a genuine desire to make a difference.
What You’ll Do
- 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.
Minimum 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
- Health insurance
- Opportunity for advancement
- Paid time off
- Vision insurance
Overnight Shifts Available
- 10 PM - 6 AM
- 11 PM - 7 AM
Application
Please apply at: https://helpforgambling.apscareerportal.com/jobs/3266283
About the Organization
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.