Overnight Helpline Specialist — Full Weekends (In Office Position)

About the role

FirstLink is looking for Overnight Helpline Specialists. The Helpline Specialist will provide support to individuals reaching FirstLink by phone call, text, or online chat. You will lend a listening ear, de-escalate emotional and mental health crises, and make appropriate referrals to local community resources. Your primary responsibility will be engaging 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

• Provide support via phone, text, and online chat
• Lend a listening ear to help‑seekers
• De‑escalate emotional and mental health crises
• Make appropriate referrals to local community resources
• Engage with help‑seekers across the 988 Suicide & Crisis Lifeline, 211 Information & Referral Helpline, and regional/statewide crisis lines

Requirements

• High school diploma or GED
• 18 years of age or older
• Ability to read, write, and follow oral or written instructions
• Minimum of 6 months’ working experience in a call center, customer service, human service, or mental health field

Qualifications & Skills

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

Benefits

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

Pay

$21.50 per hour

Schedule

• Overnight shift: 12AM‑8AM
• Part of holiday rotation
• Work both weekend days every week
• Two consecutive days off falling between Monday‑Thursday (final schedule determined after training)
• Training: Monday‑Friday, 8AM‑4PM or 12PM‑8PM