Lifeline/Helpline Specialist – Framingham, Massachusetts

Make a meaningful difference in the lives of people experiencing crisis as a Lifeline/Helpline Specialist. This role provides immediate, compassionate support to individuals facing emotional distress, mental health concerns, or suicidal thoughts through a nationwide mental health crisis service. The position offers flexible scheduling based on operational needs and an estimated pay rate of $22 per hour.

Shift

• Varies based on operational needs

Why This Job Is Awesome / Your Impact

• Make a direct difference by supporting individuals in crisis
• Help alleviate pressure on emergency services
• Work in a caring, team-focused environment emphasizing mental health support
• Gain valuable experience in crisis communication and de-escalation techniques

Responsibilities

• Respond promptly to calls from individuals in emotional or mental health crises
• Use active listening and empathy to support callers
• Apply de-escalation techniques to reassure and support callers
• Follow protocols to contact emergency services or support resources when necessary
• Document calls accurately and maintain confidentiality
• Transition smoothly between calls while maintaining resilience

Credentials

• High School Diploma or GED required

Required Experience and Skills

• Minimum 1 year 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 stay calm under stress
• Sound judgment aligned with established protocols

Work Location

• Onsite in Framingham, MA