Compassionate Crisis Line Remote Support Associate – Massachusetts Residents Only – Thursday to Sunday 3:00 PM–7:00 PM ET – 16 Hours/Week – $19.00/Hour

About brighthush and the Mission Behind the Call

brighthush is a leading nonprofit dedicated to suicide prevention, crisis support, and postvention services across Massachusetts. Our 24‑hour Crisis Line is the lifeline for individuals experiencing emotional distress, loneliness, or thoughts of self‑harm. Every call is an opportunity to provide a compassionate ear, a steady presence, and a pathway to hope. If you are empathetic, dependable, and committed to making a tangible difference, brighthush invites you to join our dedicated team of Crisis Line Associates.

Why Work with brighthush?

• Impactful Work: You will be the first point of contact for people in crisis, offering immediate emotional support and connecting them to resources that can change lives.
• Flexible Remote Role: Work from the comfort of your home while staying connected to a supportive team.
• Professional Growth: Receive comprehensive training, ongoing coaching, and opportunities to advance into supervisory or specialized roles.
• Inclusive Culture: brighthush values diversity, equity, and inclusion. We celebrate the unique perspectives each team member brings.
• Competitive Compensation: Earn $19.00 per hour with paid training and potential for overtime.
• Benefits & Perks: Access to mental health resources, flexible scheduling, and a supportive work environment that prioritizes your well‑being.

Key Responsibilities

As a Crisis Line Remote Support Associate, you will:

• Answer incoming calls from individuals in emotional distress, providing a non‑judgmental, empathetic listening ear.
• Apply evidence‑based crisis intervention techniques to assess caller needs and determine appropriate next steps.
• Document each interaction accurately in our secure call management system, ensuring confidentiality and compliance with all regulatory standards.
• Maintain strict confidentiality and professionalism at all times, safeguarding sensitive information.
• Meet and exceed quality and performance metrics related to call handling, response time, and caller satisfaction.
• Participate in scheduled training sessions, coaching calls, and staff meetings to continually refine your skills.
• Collaborate with supervisors and fellow associates to ensure seamless continuity of care and uphold service excellence.
• Support brighthush’s mission of suicide prevention by staying informed about community resources, crisis protocols, and best practices.

Essential Qualifications

• Minimum age of 18 years.
• High school diploma or GED.
• Must be a resident of Massachusetts.
• Strong verbal communication and interpersonal skills.
• Ability to remain calm, focused, and compassionate during challenging conversations.
• Sound judgment and a high level of professionalism.
• Commitment to maintaining confidentiality and handling sensitive information responsibly.
• Comfortable working independently in a remote environment.
• Reliable attendance and dedication to scheduled shifts.
• Basic computer proficiency and the ability to learn multiple software platforms quickly.

Preferred Qualifications

• Experience in customer service, healthcare, social services, behavioral health, crisis intervention, or peer support.
• Prior work on a crisis line, hotline, or support line.
• Bilingual language skills (e.g., Spanish, French, Mandarin) are a plus.
• Familiarity with crisis intervention protocols such as the National Suicide Prevention Lifeline guidelines.

Training & Professional Development

All successful candidates will complete a comprehensive onboarding program that includes:

• Fundamental crisis intervention training covering active listening, safety planning, and de‑escalation techniques.
• Hands‑on practice with simulated calls to build confidence and competence.
• Ongoing professional development opportunities, including advanced workshops, peer‑support circles, and leadership training.
• Regular coaching sessions with experienced supervisors to review performance, discuss challenges, and celebrate successes.

Work Schedule & Compensation

• Schedule: Thursday, Friday, Saturday, and Sunday from 3:00 PM to 7:00 PM Eastern Time.
• Hours: 16 scheduled hours per week, with potential for additional hours based on operational needs.
• Pay: $19.00 per hour, with paid training included.
• Benefits: Access to mental health resources, flexible scheduling, and a supportive remote work environment.

Career Growth Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Crisis Line Associate, you may progress to roles such as:

• Senior Crisis Line Associate – leading complex cases and mentoring new hires.
• Team Lead – overseeing shift operations, ensuring quality standards, and coordinating training.
• Clinical Supervisor – managing a team of associates, conducting performance reviews, and implementing clinical protocols.
• Program Development Specialist – designing new outreach initiatives, developing training modules, and collaborating with community partners.

Company Culture & Values

brighthush fosters a culture of compassion, collaboration, and continuous learning. Our core values include:

• Empathy: We treat every caller and colleague with genuine care and respect.
• Integrity: We uphold the highest standards of confidentiality, professionalism, and ethical conduct.
• Innovation: We embrace new technologies and evidence‑based practices to improve service delivery.
• Community: We partner with local organizations to create a robust support network for those in need.
• Well‑Being: We prioritize the mental and emotional health of our team members through resources, peer support, and flexible work arrangements.

How to Apply

If you are ready to become the voice that offers hope and connection during the most critical moments, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you are passionate about crisis support and how your skills align with brighthush’s mission.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We look forward to welcoming you to the brighthush family, where your compassion can transform lives and your professional journey can flourish.