Crisis Line Specialist

Family Services of the Merrimack Valley


430 North Canal Street

Lawrence, MA 01840

p: 978-327-6600

f: 978-327-6601

www.FSMV.org

FAMILY SERVICES OF THE MERRIMACK VALLEY

POSITION DESCRIPTION

Signing Bonus: $1,500.00

Job Title: Crisis Line Specialist

Reports to: Samaritans Director

Status: Part-Time/Remote: 20 hours per week, 8:00 p.m. – 12:00 a.m., Monday through Friday

POSITION DESCRIPTION

Family Services of the Merrimack Valley is seeking a part-time (20 hours per week) evening

Crisis Line Specialist for its Samaritans of Merrimack Valley suicide prevention program. The

Samaritans program provides a host of suicide prevention and post-vention services, including

the operation of a crisis helpline, which is a member of the National Suicide Prevention Lifeline

Network (800-273-TALK). The Crisis Line Specialist will answer calls made to the helpline and

provide emotional support to callers with needs ranging from human connection to crisis

intervention.

Duties and Responsibilities

Primarily responsible for answering calls made to the crisis helpline by individuals who

may be lonely, depressed, contemplating suicide, in crisis, and/or needing support and a

compassionate listener.

Successfully complete 36 hour pre-service helpline training as well as in-services,

meetings, and annual refresher trainings.

Provide emotional support, information and referrals to callers.

Maintain a calm and friendly voice, even in crisis situations, while answering the crisis

helpline.

Protect the privacy and confidentiality of callers as well as the organization and program

staff.

Communicate any issues or concerns to supervisors when necessary and collaborate

with other crisis line specialists regarding repeat callers.

Collect anonymous data on call volume, utilizing online database and call logs.

Adhere to all helpline policies and procedure.

Required Qualifications and Skills

High school degree

Dependable and reliable

Compassionate and caring person

Ability to deescalate a crisis situation while maintaining composure

Cultural competency skills to effectively work with diverse populations

Ability to manage time appropriately

Self-starter: Ability to work independently as well as part of a team

Strong interpersonal skills

Desired Qualifications and Skills

Prior telephone/call-center experience, especially with a focus on providing emotional

support

Experience navigating crisis situations

Spanish speaking preferable

Maintain good self-care skills

SALARY AND BENEFITS

This is a 20 hour per week non-exempt position. The scheduled work hours are 8:00

p.m. – midnight, Monday through Friday.

Pay range is $18.00 to $19.00 per hour, commensurate with experience. Eligible for a

$1,500 signing bonus.

The opportunity to work with and learn from a team of dedicated professionals who are

passionate about their work.

TO APPLY

Interested candidates should email a cover letter along with a resume to [email protected]

ABOUT FAMILY SERVICES OF THE MERRIMACK VALLEY

Family Services is a non-profit, social service organization located in Lawrence, MA. The

organization helps more than 7,000 people in the Merrimack Valley each year through 20+

programs focused on youth development, parent education and emotional health. All of its

services are infused with a sense of hope and possibility and enable individuals to thrive in their

family, community, workplace and school. For more information, please visit www.FSMV.org.

FSMV is an Equal Opportunity Employer.

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