Helpline Counsellor

Responsibilities:

• Respond to incoming helpline calls in a calm, professional, and non-judgmental manner.
  
• Support individuals experiencing emotional distress, intense urges, relapse vulnerability, or emotional overwhelm.
  
• Use grounding, emotional regulation, and de-escalation techniques to reduce immediate risk and stabilise callers.
  
• Conduct brief emotional risk assessments and identify safeguarding concerns appropriately.
  
• Encourage safe next steps, coping strategies, and accountability actions.
  
• Maintain clear professional boundaries while building emotional safety and trust.
  
• Document call summaries accurately, professionally, and confidentially.
  
• Escalate high-risk situations in line with organisational safeguarding procedures.
  
• Participate in supervision, debrief sessions, and ongoing training.
  
• Follow operational protocols and crisis response frameworks consistently.

Requirements:

• Degree or professional training in Psychology or Counselling.
  
• Strong emotional regulation and the ability to remain calm under pressure.
  
• Excellent listening and communication skills.
  
• Ability to maintain confidentiality and professional boundaries.
  
• Ability to follow structured protocols and escalation procedures.
  
• Availability for shift-based work, including evenings, nights, and weekends.
  
• Reliable internet access, electricity, and a private environment suitable for confidential calls.
• Remain calm and structured during high-risk interactions.
• Follow safeguarding and escalation procedures appropriately.
• Recognise when immediate intervention or referral is necessary.
• Prioritise caller safety at all times.