Helpline Specialist - Overnight Position

Louisiana Association on Compulsive Gambling•Bossier City, LA

5d•Onsite

About The Position

Provides critical support in answering calls, chats, and text messages for various helplines, including the 988 Lifeline, Substance Use, Problem Gambling, and Suicide Prevention services. This role involves engaging with individuals in crisis, conducting intake assessments, offering emotional support, and referring them to appropriate resources. The Helpline Specialist must maintain professionalism, accuracy in documentation, and follow all protocols while providing compassionate assistance to those in need. The Louisiana Association on Compulsive Gambling Helplines provides 24/7 call, chat, and text support for individuals facing mental health, substance use, and problem gambling concerns. We are committed to offering compassionate emotional support by listening, connecting callers with supportive resources, and providing follow-up assistance. As a Helpline Specialist, you will be the calm voice in the moments of fear, despair, loneliness, and crisis. You will connect with people experiencing suicidal thoughts, mental health challenges, substance use concerns, emotional distress, or overwhelming life circumstances. Through compassionate listening, you will help individuals find safety, hope, and a path forward. This role is for individuals who can stay grounded when others are overwhelmed, listen without judgement, remain calm under pressure, and show up for others on their worst days. This is not a job for someone who simply wants to answer phones and give resource information. Many successful Helpline Specialists are drawn to this work because of their own life experiences, recovery journeys experiences supporting loved ones, or personal commitment to helping others through difficult times. We value lived experience, emotional maturity, resilience and a genuine desire to make a difference.

Requirements

High school diploma or equivalent required
Experience in providing customer care
Ability to successfully complete crisis intervention training and certification requirements
Strong verbal and written communication skills- able to receive, process, and interpret both verbal and non-verbal information
Ability to work independently while collaborating effectively with a team
Ability to maintain confidentiality and adhere to professional and ethical standards
Strong computer and documentation skills

Nice To Haves

Experience in healthcare, social services, behavioral health, crisis intervention, peer support, or related fields
Previous volunteer or helping profession experience
Higher education or certifications in behavioral health field

Responsibilities

Answer incoming crisis calls, texts, and chats from individuals experiencing emotional distress related to mental health, substance use, and problem gambling
Build rapid trust and connection through compassionate, nonjudgmental communication
Assess risk related to suicide, self-harm, mental health crises, substance use, and safety concerns
Use crisis intervention techniques to help individuals reduce immediate distress and identify next steps
Collaborate with emergency services, mobile crisis teams, and community resources when necessary
Provide appropriate resources and follow-up support
Document interactions accurately and professionally
Participate in initial and ongoing training, coaching, and quality improvement activities
Support a culture of empathy, teamwork, accountability, and continuous learning