Help Line Associate – Framingham, Massachusetts

As a Help Line Associate, you'll provide immediate, compassionate support to people experiencing emotional distress, mental health challenges, or suicidal thoughts. You'll help connect callers with the appropriate resources and emergency support when needed. The role pays $22/hour and offers flexible scheduling based on operational needs.

Why This Job Is Awesome

• Make a direct impact on individuals in crisis and support community health
• Help reduce the strain on emergency services
• Work in a caring, team-focused environment that emphasizes mental health advocacy
• Gain valuable experience in crisis communication, de-escalation, and community outreach

Responsibilities

• Respond to calls from individuals experiencing emotional or mental health crises
• Listen empathetically and patiently, maintaining a non-judgmental attitude
• Use de-escalation techniques to support and reassure callers
• Follow protocols to contact emergency services or support resources as needed
• Document calls accurately and maintain detailed records
• Transition between calls professionally while maintaining emotional resilience
• Comply with all policies, procedures, and confidentiality standards

Credentials

• High School Diploma or GED required

Required Experience and Skills

• Minimum 1 year of experience in a customer-facing, call center, or related support role
• Proficiency with Microsoft Office/Microsoft 365 and Google Chrome
• Excellent verbal communication and active listening skills
• Strong empathy and ability to remain calm under stress
• Sound judgment aligned with established protocols

Work Arrangement

• Onsite in Framingham, MA

Shift Details

• Varies based on operational needs