VOLUNTEER Crisis Hotline Counselor
About The Position
Crisis Services is seeking compassionate and dedicated individuals to serve as Volunteers with our Crisis Counseling Program to support our mission of providing immediate, life-saving support to individuals in crisis. This is an unpaid volunteer opportunity. Crisis Services is Erie County’s 24-hour crisis center and suicide prevention organization. We are also the county’s designated rape crisis center and a New York State–approved provider of domestic violence, elder abuse, and family violence services. In addition to direct services, we promote safety, health, and hope through education and outreach.
Requirements
- Minimum of a high school diploma or GED
- Strong communication and active listening skills
- Ability to remain calm, empathetic, and focused in high-stress situations
- Interest in mental health, crisis intervention, or helping professions
- Reliability, professionalism, and commitment to confidentiality
- Ability to work both independently and as part of a team
- Comfort working with diverse populations and sensitive topics
- Basic computer skills (data entry, chat platforms, etc.)
- Ability to sit for extended periods while engaging on phone or computer
- Ability to communicate clearly and effectively
Nice To Haves
- College coursework in Human Services, Social work, Counseling, Psychology, or helping professions preferred
- Prior experience working in a human services field is required
Responsibilities
- Provide supportive, nonjudgmental listening to individuals contacting the crisis hotline or chat services
- Assess risk, including suicide and safety concerns, using established guidelines and training
- Offer crisis intervention, emotional support, and de-escalation techniques
- Provide accurate information and referrals to community resources and services
- Document calls/chats and relevant information according to agency procedures
- Maintain strict confidentiality and adhere to privacy guidelines
- Participate in training, supervision, and ongoing skill development
- Work collaboratively with staff and fellow volunteers to ensure high-quality support
Benefits
- Make a meaningful impact by supporting individuals in crisis
- Gain hands-on experience in crisis intervention and mental health support
- Develop communication, assessment, and problem-solving skills
- Receive comprehensive training and ongoing supervision
- Opportunity for professional growth in human services fields
- Documentation of volunteer hours (if applicable)
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
