Helpline Counselor

Description We are looking for a compassionate Helpline Counselor to support individuals facing emotional or behavioral health challenges. This contract-to-hire position is ideal for someone who communicates with empathy, remains composed during sensitive conversations, and is passionate about contributing to a community-focused support environment. The role involves assisting callers, accurately documenting interactions, and helping connect individuals with appropriate resources while maintaining a thoughtful, professional, and caring approach.

Responsibilities:

• Respond to incoming calls from individuals seeking support and provide calm, respectful assistance during emotionally sensitive situations.
• Record caller details, case notes, and service-related information with a high level of accuracy and confidentiality.
• Help assess immediate needs and direct individuals to relevant behavioral health, crisis support, or community-based resources.
• Maintain a detail-oriented and empathetic approach when handling distressed, urgent, or complex customer interactions.
• Support follow-up activities and coordination efforts related to patient assistance, case support, or service continuity.
• Participate in training related to crisis response, suicide prevention, and best practices for assisting vulnerable populations.
• Use call handling and data entry systems effectively to manage interactions and maintain organized documentation. Requirements
• Fluency in both Creole and English or Spanish and English is required for this position.
• Bachelor's degree in Psychology, Behavioral Health, or a related medical field is required.
• 1-2 years of experience in behavioral health, mental health, crisis support, helpline counseling, case management, or patient support services.
• Strong verbal communication and interpersonal skills, with the ability to build trust quickly over the phone.
• Ability to remain composed, compassionate, and detail-oriented in high-pressure or emotionally intense situations.
• Willingness to complete training in suicide prevention and crisis intervention techniques.
• Experience in a call center environment, data entry, or multilingual customer support is a plus.

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