Crisis Line Customer Service

The Samaritans on Cape Cod and the Islands

. Answer incoming crisis and emotional support calls from individuals in need .

Posted 10/6/2026part-timeRemote • Massachusetts • United StatesSeniorLead💰 $19 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong verbal communication and interpersonal skills while providing compassionate emotional support in crisis situations. Maintains confidentiality and professionalism, adhering to crisis intervention protocols and quality standards.

Highest-signal resume keywords

Crisis InterventionEmotional SupportConfidentialityVerbal CommunicationCustomer Service

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Crisis Intervention ProtocolsCall Management System DocumentationBasic Computer ProficiencyCrisis Line ExperienceBehavioral Health Knowledge

Soft Skills

Compassionate ListeningSound JudgmentCalm Under PressureInterpersonal SkillsReliability

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Suicide PreventionEmotional Support ServicesSocial ServicesPeer SupportHealthcare

About the role

Key responsibilities & impact

Answer incoming crisis and emotional support calls from individuals in need
Provide compassionate, non-judgmental listening and emotional support
Assess caller needs and follow established crisis intervention protocols
Accurately document call interactions in the organization's call management system
Maintain strict confidentiality and professionalism
Meet quality and performance standards related to crisis line operations
Participate in required training, coaching, and staff meetings as scheduled
Collaborate with supervisors and team members to ensure continuity of care and service excellence
Support the organization's mission of suicide prevention and emotional support

Requirements

What you’ll need

Must be at least 18 years of age
High school diploma or GED required
Massachusetts resident required
Strong verbal communication and interpersonal skills
Ability to remain calm, focused, and compassionate during difficult conversations
Demonstrated sound judgment and professionalism
Ability to maintain confidentiality and handle sensitive information appropriately
Comfortable working independently in a remote environment
Reliable attendance and commitment to scheduled shifts
Basic computer proficiency and ability to learn multiple software platforms
Preferred: Experience in customer service, healthcare, social services, behavioral health, crisis intervention, peer support, or related fields
Preferred: Previous volunteer or helping-profession experience
Preferred: Experience working on a crisis line, hotline, or support line
Bilingual language skills are a plus
Successful candidates must complete all required onboarding and crisis intervention training prior to independently answering calls

Benefits

Comp & perks

Paid training provided
Ongoing training and professional development opportunities