Job Description

Lifeline Call-Taker (Part-Time, Overnight Shift)

We are seeking compassionate and dedicated individuals to join our team as 988 Lifeline Call Takers. Beginning July 16, 2022, 988 will serve 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. This part-time position, with overnight shifts and a rate of $20/hr, involves providing free, confidential emotional support to individuals in crisis. Training will take place in the Framingham office, followed by a remote work arrangement. Applicants must be available for at least 2 shifts per week.

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
• Ability to deescalate crisis situations while maintaining composure
• 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
• Availability for at least 2 shifts per week

Visit to learn more about our openings!

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ProPivotal is an equal opportunity employer and considers qualified applicants for employment regardless of race, gender, gender identity, gender expression, age, color, religion, disability, veteran's status, sexual orientation, or any other protected factor.

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