Crisis Helpline Responder (Indonesia)

About the role

Intellect, a digital mental healthcare company, is looking for a part-time Crisis Helpline Responder in Indonesia. The role involves answering telephone hotlines for people in crisis and providing professional, evidence-based crisis counselling and support.

Key responsibilities

• Respond to telephone hotlines for people bereaved by suicide, engaging in self-harm, experiencing suicidal thoughts, or whose friends or family are concerned.
• Provide evidence-based crisis counselling and personal support using de-escalation and crisis intervention techniques.
• Assess the caller's needs, triage for immediate safety or emergency medical attention, and refer to services such as face-to-face crisis intervention, case management, individual therapy or group services.
• Maintain accurate and detailed call reports on key issues and referrals.
• Comply with the Data Protection Acts 1988, 2003 and 2018 (GDPR).
• Support the development of crisis management plans and make quick decisions when unsure how to proceed.
• Ensure a smooth handover to the next shift and dedicate the entire shift to Intellect tasks.
• Conduct risk assessments, including lethality assessment for suicide cases.

Required profile

• 1 to 3 years of experience in helplines, paid or voluntary.
• Proven experience as a helpline counsellor or responder, with completed training in crisis intervention or suicide prevention.
• Experience working with high-risk clinical situations involving suicide or crisis, and the ability to stay emotionally composed in high-stress situations.
• Effective communication in their native language.

Plus points: a background in mental health or emergency services, fluency in more than one language, and professional indemnity insurance.