Crisis Support Worker (Text Based) – Meaningful Work, Fully Remote

About the Company

Lifeline Australia is a national charity providing all Australians with access to 24-hour crisis support and suicide prevention services. We are dedicated to ensuring that no one has to face their darkest moments alone. Through our dedicated team of trained volunteers and staff, we offer confidential support across multiple platforms, including phone, text, and online chat. Our mission is to support Australians in their time of need and save lives.

Job Description

Join Lifeline Australia as a Crisis Support Worker, focusing on text-based interactions. This is a unique opportunity to provide vital, confidential support to individuals experiencing emotional distress, mental health crises, or thoughts of self-harm. Working 100% remotely, you will engage with help-seekers through our text messaging service, offering empathy, active listening, and guidance to navigate their challenges. This role requires resilience, compassion, and the ability to maintain professional boundaries while making a profound difference in people’s lives from the comfort of your home. Comprehensive training will be provided.

Key Responsibilities

• Engage with individuals seeking support via text message, providing non-judgmental, empathetic, and confidential crisis intervention.
• Actively listen to and understand the concerns of help-seekers, validating their experiences and emotions.
• Utilize crisis support frameworks and best practices to assess risk, ensure safety, and de-escalate crisis situations.
• Provide information and referrals to appropriate mental health and support services when necessary.
• Maintain accurate and confidential records of interactions in compliance with organizational policies and privacy regulations.
• Participate in ongoing training, supervision, and debriefing sessions to ensure continuous professional development and personal well-being.
• Adhere to all Lifeline Australia policies, procedures, and ethical guidelines.

Required Skills

• Exceptional written communication skills, including clarity, empathy, and conciseness in text-based interactions.
• Demonstrated ability to show empathy, compassion, and non-judgmental support.
• Strong active listening skills and the ability to interpret emotional cues in written communication.
• Resilience and self-awareness to manage emotionally challenging interactions and maintain personal well-being.
• Proficiency with technology and various communication platforms (e.g., chat, text messaging software).
• Ability to work independently and maintain focus in a remote work environment.
• Commitment to continuous learning and professional development.

Preferred Qualifications

• Previous experience in a crisis support, counseling, or similar human services role (volunteer or paid).
• Tertiary qualification in psychology, social work, counseling, or a related field.
• Familiarity with mental health first aid principles.
• Experience working in a remote or virtual team setting.

Perks & Benefits

• Meaningful work that directly impacts lives and communities.
• Fully remote position offering flexibility and work-life balance.
• Comprehensive paid training and ongoing professional development opportunities.
• Regular supervision and access to employee assistance programs (EAP).
• Supportive team environment dedicated to mental health and well-being.
• Opportunity to contribute to a leading national charity.

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