Family Services of the Merrimack Valley

Associate

• Answer calls to the 24/7 Suicide & Crisis Lifeline from individuals experiencing loneliness, depression, suicidal thoughts, crisis, or needing support
• Provide compassionate and thoughtful emotional support to callers
• Administer a safety assessment on each call and respond appropriately based on risk level
• Adhere to performance measures when attending to call volume
• Maintain a calm and friendly demeanor while answering the crisis helpline
• Provide resources for additional support, including follow-up calls
• Protect caller, organization, and staff privacy and confidentiality
• Communicate issues to supervisors and collaborate with Lifeline staff regarding repeat or difficult callers
• Collect required statistical and narrative data using database tools while maintaining confidentiality
• Follow helpline policies and procedures and uphold standards of practice
• Participate in staff meetings, debriefing sessions, support groups, and other required meetings

Lifeline Associate Call Taker