Helpline Specialist - Part time

PATH Inc.•Bloomington, IL

10d•$20 - $25•Hybrid

About The Position

The Helpline Specialist provides immediate, compassionate support to people experiencing mental health, emotional, or situational crises through the 988 Suicide & Crisis Lifeline by phone, text, and chat. The role establishes a calm, supportive space where people can feel heard and understood. Specialists provide crisis intervention, assess safety and risk, de-escalate difficult situations, and connect people with resources and additional support when needed. They follow established protocols, collaborate with the team, and accurately document interactions while maintaining each person's dignity and individuality. PATH provides comprehensive training in crisis intervention, risk assessment, and technical skills. The position is supported by grant funding, and continued employment depends on the availability and continuation of applicable funding. This is a hybrid position. Remote work is permitted when the employee has a private workspace, surface space for PATH equipment, a direct internet connection with at least 25 Mbps download and 5 Mbps upload, and ongoing compliance with PATH privacy, security, technology, and remote-work expectations. The position guarantees a minimum of 20 hours per week. Employees must be available to work at least 16 hours per week, and new hires are typically asked to commit to 20 hours per week during training. PATH’s Helpline operates 24 hours a day, seven days a week; shifts are scheduled based on call, text, and chat volume. Schedules and hours may change based on operational needs and cannot be guaranteed. The specific schedule is determined after training in cooperation with the Helpline leadership team. Mandatory all-team meetings take place monthly in a hybrid format, alternating in-person and remote. Meeting time is paid; overtime is paid when applicable. Employees should plan around meeting dates, as pre-planned time off for those dates generally will not be approved. Exceptions may be considered for part-time employees with college classes or a pre-existing work schedule conflict, with supporting documentation. The position reports to assigned Helpline Manager(s) and receives ongoing feedback, coaching, and support related to quality, performance, and professional development. Formal performance evaluations are conducted at least annually. The estimated start date depends on hiring needs; candidates should generally be available to begin within two weeks of offer acceptance.

Requirements

Residency in the State of Illinois.
High school diploma or equivalent.
Strong verbal and written communication skills.
Demonstrated empathy, active listening, and emotional regulation.
Ability to maintain accurate documentation and communicate actively with supervisors while remaining engaged and attentive in interactions.
Commitment to confidentiality and ethical standards.
Familiarity with Microsoft Office Suite.
Successful completion of required background checks.

Nice To Haves

Previous experience in crisis intervention, human services, mental health, social work, or a related field.
Proficiency with computer systems, databases, and telecommunication platforms.
Volunteer experience or lived experience in relevant areas.

Responsibilities

Establish and maintain rapport and connection with help seekers.
Conduct crisis assessment and intervention.
Collaboratively develop and implement crisis-related safety plans.
Provide mental health information and referrals.
Engage local mental health center crisis teams for intervention assistance as needed.
Collaborate with management to engage 911 for assistance as needed.
Maintain accurate and detailed records of interventions during the work shift.
Adhere to high standards of ethics and professionalism in all actions and communications.
Follow PATH policies and procedures and collaborate with the Helpline Operations team.
Meet established quality assurance standards and performance metrics.
Participate in team meetings, training, individual support meetings, organizational activities, and feedback and evaluation activities as required.
Contribute feedback, suggestions, and ideas to improve Helpline services.
Complete onboarding and continuing education training within required timeframes.
Demonstrate PATH core values and proactively carry out other responsibilities.