Compassionate Crisis Line Remote Customer Service Associate – Overnight Shift (Massachusetts Residents Only) – Join brighthush’s Life‑Saving Team for Mental Health Crisis Support

About brighthush

brighthush is a pioneering nonprofit organization that stands at the forefront of suicide prevention, crisis intervention, and post‑vention care across the Cape Cod and Islands region. With a mission rooted in compassion, hope, and connection, brighthush operates a 24/7 Crisis Line that offers confidential, non‑judgmental emotional support to anyone in distress—regardless of age, background, or circumstance. Our dedicated team of volunteers, professionals, and remote associates work tirelessly to create a safe, listening space where callers feel heard, understood, and empowered to move forward.

Why brighthush?

Working with brighthush means becoming part of a community that transforms lives—one conversation at a time. As a Crisis Line Remote Customer Service Associate, you will be the voice that offers comfort, guidance, and a lifeline to individuals who need someone to listen. Your work will directly impact mental health outcomes, reduce suicide rates, and foster resilience in our community. In addition to the profound personal fulfillment that comes from helping others, brighthush offers a supportive, flexible, and growth‑oriented work environment that values your well‑being and professional development.

Key Responsibilities

• Answer and Manage Calls: Receive incoming crisis and emotional support calls from individuals experiencing distress, loneliness, or suicidal ideation.
• Active Listening & Empathy: Provide compassionate, non‑judgmental listening, ensuring callers feel heard and validated.
• Assessment & Intervention: Conduct rapid needs assessments and apply evidence‑based crisis intervention protocols to guide callers toward safety and resources.
• Documentation: Accurately record call details, interventions, and follow‑up actions in brighthush’s call management system.
• Confidentiality: Maintain strict confidentiality and professionalism in all interactions, adhering to legal and ethical standards.
• Quality & Performance: Meet or exceed established quality metrics and performance standards for call handling, empathy, and safety.
• Team Collaboration: Participate in scheduled training, coaching sessions, and staff meetings; collaborate with supervisors and peers to ensure continuity of care.
• Continuous Learning: Engage in ongoing training and professional development to stay current with best practices in crisis intervention.
• Mission Support: Champion brighthush’s mission of suicide prevention and emotional support through every interaction.

Essential Qualifications

• Minimum age of 18 years.
• High school diploma or GED required.
• Must be a resident of Massachusetts.
• Strong verbal communication and interpersonal skills.
• Ability to remain calm, focused, and compassionate during high‑pressure conversations.
• Sound judgment, professionalism, and discretion with sensitive information.
• Comfortable working independently in a remote environment.
• Reliable attendance and commitment to scheduled shifts.
• Basic computer proficiency and aptitude for learning multiple software platforms.

Preferred Qualifications

• Experience in customer service, healthcare, social services, behavioral health, crisis intervention, peer support, or related fields.
• Prior experience working on a crisis line, hotline, or support line.
• Bilingual language skills (e.g., Spanish, French, Mandarin) are a plus.
• Familiarity with crisis intervention models such as the Dialectical Behavior Therapy (DBT) or Collaborative Assessment and Management of Suicidality (CAMS).

Skills & Competencies

• Active Listening: Ability to hear not just words but underlying emotions and concerns.
• Empathy & Compassion: Genuine care for others’ well‑being, expressed through tone and language.
• Critical Thinking: Rapid assessment of risk and appropriate intervention strategies.
• Stress Management: Maintain composure and emotional regulation during intense or prolonged calls.
• Technology Savvy: Comfortable navigating call‑center software, data entry, and virtual collaboration tools.
• Team Player: Willingness to collaborate, share insights, and support colleagues.
• Adaptability: Ability to adjust to evolving protocols, policies, and caller needs.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering career advancement. As a Crisis Line Associate, you will have access to:

• Comprehensive Onboarding: Structured training covering crisis intervention, safety protocols, and call‑center operations.
• Ongoing Professional Development: Regular workshops, webinars, and certifications in mental health, trauma, and suicide prevention.
• Mentorship Programs: Pairing with experienced supervisors for guidance and skill refinement.
• Leadership Pathways: Opportunities to progress into supervisory, training, or program‑development roles.
• Cross‑Functional Exposure: Collaboration with brighthush’s outreach, research, and policy teams to broaden your impact.

Work Environment & Culture

brighthush values a culture of respect, inclusivity, and self‑care. Our remote team enjoys:

• Flexible Scheduling: Structured overnight shifts (Monday–Wednesday, 11 PM–5 AM ET) with potential for additional hours.
• Supportive Community: Regular debriefs, peer‑support circles, and access to mental‑health resources.
• Recognition & Appreciation: Celebrating milestones, shout‑outs, and tangible rewards for outstanding service.
• Inclusive Environment: Commitment to diversity, equity, and inclusion across all levels.
• Work‑Life Balance: Encouragement to set boundaries, take breaks, and prioritize self‑care.

Compensation & Benefits

Hourly Rate: $19.00 per hour + $1.00 per hour shift differential for overnight hours. Paid Training: All required onboarding and crisis intervention training is fully compensated. Benefits: While this is a part‑time role, brighthush offers a comprehensive benefits package for full‑time staff, including health insurance, retirement plans, and paid time off. For part‑time associates, we provide access to mental‑health resources, flexible scheduling, and professional development funds.

How to Apply

If you are empathetic, dependable, and committed to making a difference, we encourage you to apply. Submit your application through the link below, and join brighthush’s dedicated team of crisis responders who bring hope and connection when it matters most.

Apply to this position now

Equal Opportunity Statement

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.