Remote Position
Compassionate Crisis Line Customer Service Specialist – Remote, 3 pm – 7 pm ET, Thursday to Sunday – Lifeline Support & Suicide Prevention at brighthush
🌍 Remote · United States
💼 Full-time
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About brighthush and the Lifeline Mission
brighthush is a leading nonprofit dedicated to suicide prevention, emotional support, and community resilience. Our remote crisis line is the heartbeat of our mission, offering a safe, confidential space where anyone in distress can reach out and find immediate, evidence‑based help. By combining cutting‑edge technology with the compassion of our trained professionals, we strive to change the trajectory of lives—one conversation at a time.
Why Join brighthush?
- Impactful Work: Every call you answer can be the difference between despair and a new beginning.
- Flexible Remote Schedule: Work from home while maintaining a healthy work‑life balance.
- Professional Growth: Access to ongoing training, certifications, and career pathways in crisis management.
- Inclusive Culture: A supportive, non‑judgmental environment that values diversity, equity, and inclusion.
- Competitive Compensation: Hourly rate, paid training, and a comprehensive benefits package for eligible employees.
Key Responsibilities
As a Crisis Line Customer Service Specialist, you will be the first point of contact for individuals seeking help during moments of acute distress. Your role will involve:
- Answering inbound calls from individuals in crisis, providing immediate emotional support and active listening.
- Assessing caller needs and determining the appropriate level of intervention, following brighthush’s established crisis intervention protocols.
- Documenting all call interactions accurately in our secure call management system, ensuring compliance with privacy regulations.
- Maintaining strict confidentiality and professionalism at all times, safeguarding sensitive personal information.
- Meeting or exceeding quality and performance standards set by brighthush, including response time, call handling metrics, and caller satisfaction.
- Participating in mandatory training sessions, coaching, and staff meetings to stay current on best practices and emerging trends in crisis care.
- Collaborating with supervisors and brighthush team members to ensure continuity of care, share insights, and contribute to service excellence.
- Supporting brighthush’s broader mission of suicide prevention by promoting awareness, resources, and community outreach initiatives.
Essential Qualifications
- Minimum age of 18 years.
- High school diploma or GED.
- Residency in Massachusetts (required).
- Strong verbal communication and interpersonal skills, with the ability to convey empathy and calmness.
- Demonstrated sound judgment, professionalism, and the capacity to remain composed during difficult conversations.
- Proficiency in maintaining confidentiality and handling sensitive information with discretion.
- Comfortable working independently in a remote environment, with reliable internet and a quiet workspace.
- Reliable attendance and a strong commitment to scheduled shifts.
- Basic computer proficiency and the ability to learn multiple software platforms quickly.
Preferred Experience & Skills
While not mandatory, the following experiences and skills will give you a competitive edge:
- Previous customer service, healthcare, social services, brighthush, or crisis intervention roles.
- Volunteer or professional experience in a helping capacity, such as counseling, peer support, or community outreach.
- Direct experience working on a crisis line, hotline, or support line.
- Bilingual language skills (any language) – a valuable asset in serving diverse populations.
- Familiarity with crisis intervention frameworks such as the Safety Planning Intervention or CBT‑based techniques.
Skills & Competencies for Success
- Active Listening: Ability to hear not just words but underlying emotions and concerns.
- Empathy & Compassion: A brighthush desire to help others, coupled with the emotional resilience to brighthush intense situations.
- Problem‑Solving: Quick assessment of caller needs and the ability to devise appropriate solutions or referrals.
- Adaptability: Flexibility to adjust to evolving protocols, brighthush updates, and caller dynamics.
- Team Collaboration: Willingness to share brighthush, support peers, and contribute to a culture of continuous improvement.
- Self‑Care Awareness: Understanding the importance of personal well‑being and the use of debriefing tools to manage secondary trauma.