Lifeline Call-Taker (4pm - 12am shift)

About the role

We are seeking compassionate and dedicated individuals to join our team as Lifeline Call Takers. This Lifeline serves as a direct three-digit phone line available 24/7, 365 days a year, connecting people in distress with trained National Suicide Prevention Lifeline counselors. Candidates must be currently living in Massachusetts in order to be considered for this opening.

Schedule

4pm - 12am

Pay

$21 - $22/hour

Work Arrangement

On-site training in Framingham, MA; transitions to remote after training.

Responsibilities

• Answer incoming calls from individuals facing mental health issues, crisis situations, suicidal thoughts, or other stressful circumstances
• Show extreme empathy towards callers while maintaining an impartial stance to provide effective support
• De-escalate callers with the assistance of the call site supervisor when necessary
• Be prepared to contact 911 on behalf of the caller in critical situations

Qualifications

• High school degree
• Prior telephone/call-center experience, particularly focused on providing emotional support, is highly preferred
• Experience with data gathering techniques
• Proficiency with Microsoft Office, Word, Excel, databases, and other software systems
• Must be able to work the overnight hours noted above
• Must be able to attend training in Framingham, MA
• Must have a Mac (Google Chrome access) or PC, strong Wi-Fi, and headphones with a microphone compatible with the computer
• Quiet workspace for remote work