Crisis Helpline Responder (Malaysia - East Asia)

As a Crisis Helpline Responder at Intellect, your primary responsibilities include responding to crisis calls, providing professional crisis counselling, assessing caller needs, and ensuring immediate safety. You will also document call details accurately, assist in creating crisis management plans, and triage referrals to appropriate services, all while complying with relevant data protection regulations.

To become a Crisis Helpline Responder at Intellect, you need 1-3 years of experience in helplines, training in Crisis Intervention or Suicide Prevention, and the ability to communicate effectively in your native language. Additional experience in mental health or emergency services can enhance your application. Maintaining emotional composure and responding to high-stress situations is crucial.

Intellect is committed to the wellbeing of its Crisis Helpline Responders by fostering a supportive work environment, providing continuous professional development, and implementing clear protocols for debriefing after high-stress interactions. We believe that supporting our team translates into better care for callers.

As a Crisis Helpline Responder at Intellect, you will receive comprehensive onboarding, continuous training in crisis management, and access to mental health resources. Our collaborative team environment ensures you are never alone in handling challenging cases and promotes professional growth.

Yes, prior experience is essential for the Crisis Helpline Responder position at Intellect. Candidates should have 1-3 years of relevant experience either in paid or voluntary capacities, which equips you with the skills needed to handle the responsibilities associated with this critical role effectively.

When answering this question, think of a specific incident that demonstrates your problem-solving skills and emotional resilience. Describe how you assessed the situation, the strategies you employed to support the caller, and the outcome, showcasing your ability to handle high-pressure circumstances.

Discuss your coping strategies and any techniques you use to stay focused and composed. This could include self-care practices, deep breathing exercises, or relying on a supportive team. Highlighting your awareness of mental health is critical in this role.

Outline your approach to active listening, asking clarifying questions, and quickly determining safety requirements. Mention any frameworks you utilize in your assessment, such as risk assessments or standardized protocols for crisis intervention.

Talk about the importance of confidentiality in crisis counselling and outline the measures you implement to protect sensitive information, including complying with data protection regulations. Your understanding of ethical standards is essential for this role.

Provide a specific example that showcases your skills as a Crisis Helpline Responder. Highlight the techniques you employed, the rapport you built with the caller, and how you navigated the situation to ensure the caller felt heard and supported.

Be prepared to discuss any formal training courses or certifications you have completed. Mention any specific methodologies or psychiatric frameworks you learned and how they have influenced your approach as a Crisis Helpline Responder.

Discuss your strategies for emotional regulation and the importance of separating your feelings from the caller's situation. Explain your self-care practices and how they help you maintain a supportive attitude while navigating difficult conversations.

Mention key skills such as active listening, empathy, communication, crisis assessment, and resilience. Be prepared to provide examples of how you have applied these skills in previous roles to support callers dealing with crises.

Describe your approach to building rapport and trust with callers. Discuss your techniques for engaging resistant callers, such as using motivational interviewing or reflecting their feelings to validate their experiences.

Share your passion for mental health and how it aligns with Intellect's mission. Talk about your admiration for the company's evidence-based approach and commitment to accessibility in mental healthcare, and how you believe your skills can contribute to this mission.