About the Company
Kids Help Phone is Canada’s only 24/7 national service offering professional counseling, information, and referrals, and volunteer-led, text-based support to young people in English and French. We’re there for Canadians from coast to coast to coast, committed to the mental health and well-being of young people.
Job Description
Join our dedicated team as a Text-Based Crisis Hotline Assistant. This fully remote position offers the opportunity to provide vital, confidential support to individuals in distress via text messaging. You will be a crucial first point of contact, offering empathy, active listening, and resources, guiding callers through their immediate crisis with compassion and professionalism. This role is perfect for individuals passionate about mental health advocacy, possessing excellent written communication skills, and a commitment to helping others in a sensitive and fast-paced environment.
Key Responsibilities
- Respond to text-based crisis messages from individuals seeking support.
- Provide empathetic, non-judgmental, and confidential support.
- Utilize active listening and de-escalation techniques through text.
- Assess immediate safety and risk, following established protocols for intervention.
- Refer individuals to appropriate resources and services when necessary.
- Maintain accurate and concise records of interactions.
- Participate in ongoing training and supervision sessions.
- Adhere to strict confidentiality and ethical guidelines.
Required Skills
- Exceptional written communication and typing skills.
- Strong empathy, compassion, and non-judgmental attitude.
- Ability to remain calm and professional under pressure.
- Basic understanding of mental health challenges and crisis intervention principles.
- Proficiency with text-based communication platforms.
- Reliable internet connection and a private, quiet workspace.
- Commitment to maintaining strict confidentiality.
Preferred Qualifications
- Previous experience in a helpline, crisis center, or customer support role (volunteer or paid).
- Background in social work, psychology, counseling, or related fields.
- Familiarity with mental health resources in Canada.
- Bilingualism (English/French) is a significant asset.
Perks & Benefits
- Comprehensive paid training program.
- Ongoing professional development and supervision.
- Access to employee assistance programs.
- Opportunity to make a tangible difference in people's lives.
- Flexible scheduling options (to be discussed).
- Fully remote work environment.
- Supportive team culture.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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