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

About the Company

Lifeline Australia is a national charity providing all Australians experiencing a personal crisis with access to 24-hour crisis support and suicide prevention services. We are committed to empowering Australians to feel heard, understood, and connected. Our services are delivered by a dedicated team of volunteers and staff who are passionate about making a difference in the lives of others. Join us in our mission to prevent suicide and support mental well-being across the country.

Job Description

Are you passionate about providing empathetic and non-judgmental support to individuals experiencing crisis? Lifeline Australia is seeking dedicated Crisis Support Workers to join our fully remote, text-based service. In this vital role, you will engage with help-seekers through text messages, offering a compassionate ear, validating their experiences, and collaboratively exploring options for safety and support. This is an incredible opportunity to make a tangible difference from the comfort of your own home, contributing to a service that is critical in saving lives and fostering mental well-being across Australia. We provide comprehensive training and ongoing support to ensure you are well-equipped to handle diverse and challenging situations.

Key Responsibilities

• Provide immediate, confidential, and empathetic text-based crisis support to individuals experiencing emotional distress or suicidal ideation.
• Engage actively and non-judgmentally with help-seekers, demonstrating strong listening and communication skills.
• Assess risk, develop safety plans, and explore coping strategies in collaboration with the help-seeker.
• Document interactions accurately and adhere to all confidentiality and service protocols.
• Participate in ongoing training, supervision, and debriefing sessions to ensure best practice and personal well-being.
• Work collaboratively within a remote team environment, maintaining professional boundaries and ethical conduct.

Required Skills

• Excellent written communication skills with strong empathy and active listening abilities.
• Demonstrated ability to remain calm and focused in high-stress situations.
• Strong problem-solving skills and the ability to think critically.
• Basic computer literacy and comfort with online communication platforms.
• Commitment to continuous learning and professional development.
• Resilience and self-awareness to manage challenging conversations and prioritize self-care.

Preferred Qualifications

• Previous experience in a support, counselling, or community service role (volunteer or paid).
• Understanding of mental health conditions, crisis intervention, and suicide prevention principles.
• Relevant certifications or qualifications in counselling, psychology, social work, or a related field (or willingness to obtain).
• Availability to commit to regular shifts, including some evenings and weekends.

Perks & Benefits

• Meaningful work that genuinely impacts lives and communities.
• Fully remote position, offering flexibility and work-life balance.
• Comprehensive paid training program tailored for text-based crisis support.
• Ongoing professional development and access to expert supervision.
• Supportive and collaborative team environment.
• Opportunity to be part of a leading national suicide prevention service.
• Employee Assistance Program (EAP) for personal and professional well-being.

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