About this role
We provide meaningful careers that connect people with purpose.
We are united by a common purpose of providing the best and safest care; and by our shared values of Care, Truth, Participation, Compassion and Dignity.
Netcare invites you to be part of our journey.
ROLE SUMMARY
The Crisis Line Counsellor is part of the team of custodians of the Akeso telephone and online counselling service which is dedicated to patients, their families and general public referrals. The Crisis Line team accurately assess any call to the helpline for crisis, de-escalate, contain and safely transfer at-risk individuals to a place of care. The Crisis Line Counsellor works to promote mental wellbeing and mental health care through a variety of avenues. The Crisis Line Counsellor will receive and respond promptly to crisis line calls. (S)He will ensure a conducive environment for responding to the crisis line calls; that all calls directed to their line are attended to; will work collaboratively with the Netcare Akeso mental health facilities and the emergency dispatch staff to ensure appropriate responses and will escalate accordingly all complex requests that are beyond their scope. The Counsellor will at all times be courteous, demonstrate compassion and will continuously endeavour to acquire knowledge that will improve ability to manage the crisis line calls.
Job Summary**
The Crisis Line Counselor provides immediate, compassionate, and confidential support to individuals experiencing mental health crises, emotional distress, or suicidal ideation. This role involves active listening, crisis intervention, safety planning, and connecting callers with appropriate resources.
Job Responsibilities**
* Answer incoming calls to the crisis line promptly and professionally, adhering to established protocols. * Conduct thorough assessments of callers' immediate needs, risk factors, and emotional states. * Provide empathetic and non-judgmental support, actively listening to callers' concerns and validating their experiences. * Utilize crisis intervention techniques to de-escalate situations, manage distress, and promote emotional stability. * Collaborate with callers to develop personalized safety plans, focusing on immediate well-being and risk reduction. * Provide accurate information and referrals to appropriate mental health services, community resources, and emergency services when necessary. * Maintain accurate and confidential records of all calls and interventions in accordance with company policies and ethical guidelines. * Participate in regular supervision, training, and professional development activities to enhance skills and knowledge. * Adhere to all ethical and legal standards pertaining to crisis intervention and confidentiality.
Job Qualifications**
* Bachelor's degree in Psychology, Social Work, Counseling, or a related field. Master's degree preferred. * Minimum of 2 years of experience in crisis intervention, counseling, or a similar mental health support role. * Demonstrated ability to remain calm and composed under pressure, exhibiting strong emotional resilience. * Excellent active listening, empathy, and communication skills, both verbal and written. * Proficiency in crisis assessment, de-escalation techniques, and safety planning. * Strong understanding of mental health conditions, suicide risk factors, and community resources. * Ability to work independently and as part of a team in a fast-paced environment. * Proficiency in using computer systems for data entry and record keeping. * Availability to work flexible hours, including evenings, weekends, and holidays, as the crisis line operates 24/7.
Join the team committed to providing the best and safest health and care.