Samaritans of Singapore (SOS) is dedicated to providing confidential emotional support to individuals facing a crisis, thinking about, or being affected by suicide.
Non-religious and not-for-profit, our work focuses on crisis intervention and suicide prevention.
Our services include a 24-hour hotline and Care Text text-based service that provides round-the-clock emotional support for those in distress and the service is manned by our trained volunteers.
To be the premier organisation in suicide prevention
To be an available lifeline to anyone in crisis
The Crisis Support Executive (CSE) in the Crisis Support Team supports the work of the Core Services by conducting an initial assessment of clients’ risks and needs. This includes classifying incoming calls, emails, and text messages according to risk levels. He/she decides the required follow-up actions, which typically include referring cases to the Clinical Team for crisis support or counseling.
CSE also makes preliminary outgoing calls, emails, or text messages, if necessary, to facilitate the initial assessment in terms of the client risk level. He or she provides frontline support to volunteers who are manning the organization’s 24-7 hotline service.
1) Conduct an initial assessment and classify incoming calls, emails, and text messages according to the risk levels. Scope of work includes:
• Classify calls, emails, and text messages on the system.
• Make outgoing calls, emails, or text messages where necessary to facilitate assessment.
• Provide first-level response to low-risk clients where necessary.
• Provide information on SOS services or on community resources to third-party callers.
• Support in the administration and documentation of the processes.
• Refer cases to the Clinical team for follow-up actions/ crisis support interventions.
• Coordinate the activation of emergency support where applicable.
2) Frontline support to volunteers (SAMs) who are manning the organization’s 24-7 Services. Scope of work includes:
• Assist with phone or chat duties in the event of a shortage of volunteers.
• Being activated onsite to support persons in crisis or next-of-kins.
• Support in training and supervision of trainee volunteers.
• Orientate and guide new volunteers who have just started performing call or messaging duties on their own.
• Support and guide volunteers in the Phoneroom or over online platforms by listening in during calls or monitoring chats and providing consultation where appropriate.
• Conduct debrief sessions with volunteers where necessary, especially for those who handled calls or chats with imminent risks and experienced distress as a result.
• Update volunteers on callers’ or clients’ development.
• Provide off-site support for volunteers outside of office hours where necessary.
• A diploma or equivalent in Social Work, Psychology or in Counselling (preferred).
• Nil (On-the-job training available)
• At least 1-2 years of experience in the Social Service Sector (preferred).
• Understands the Social Service landscape (preferred).
• Experience in volunteer management or volunteering with other SSAs or hotline operations (preferred).
• Willing to perform shift work which includes evenings, overnights, weekends, and on public holidays (mandatory).
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