Crisis Line Volunteer

Must reside in: MA, CA, GA, ME, AZ, OH, UT, TX, VA, WV, NC 

Reports To  

The Crisis Services Associate will report to the Crisis Services Manager.  

Job Overview  

The Crisis Line Associate provides support to the Crisis Line program by answering calls for approximately 10 hours per month.  

Responsibilities and Duties  

The functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.  

• Answers crisis calls from those who are seeking emotional support including those who may be at risk of suicide 

• Adheres to performance measures in attending to call volume 

• Thorough and accurate documentation of completed calls 

• Participates in staff meetings and supervision, schedule permitting 

• Attend continuing education and training as needed 

Requirements 
 

• 18 years of age or older 

• High school graduate or GED equivalent 

• Minimum of two years of professional experience preferred 

• Experience working on a crisis helpline a plus 

• Ability to respect confidentiality 

• Ability to be empathetic and engage in active, non-judgmental listening with our users 

• Ability to work with sensitive and confidential information 

• Must be able to display good, sound judgment 

• Must possess strong communication skills 

• Ability to resolve conflicts appropriately 

• Ability to tolerate different beliefs and opinions 

• Ability to work independently and collaboratively to maximize teamwork across the organization 

• Some flexibility in working hours 

• Must keep time commitments 

• Displays willingness to learn 

• Ability to accept direction 

• Successful completion of the Volunteer Crisis Line Associate Training and assigned learning shifts on the helpline after hire 

• Other responsibilities as assigned by supervisor 

 
Internet & Equipment Speed Requirements 
 

• A minimum of **10-20 Mbps download** and **5 Mbps upload** is required for a single user. 

• Due to fluctuations in ISP performance, a **recommended speed of at least 50 Mbps download** and **10 Mbps upload** is advised. 

• Multiple devices using the same network (e.g., computers, TVs, smartphones, printers) may impact call quality. 

• For optimal performance: 

• Run a speed test using Jitter; your latency should be **less than 100 ms**. 

• Packet Loss should be **less than 1% for faxing** and **between 1-2% for calls**.