Helpline Paracounsellor (Gambling Hotline)

We are seeking an empathetic and resourceful individual to join our team as a Helpline Paracounsellor. In this role, you will provide immediate support and assistance to callers seeking help through our helpline. You will offer emotional support, information, and referrals to appropriate services, ensuring that callers feel heard and understood. This position requires strong communication skills, a compassionate approach, and the ability to handle sensitive situations effectively.

The Helpline Paracounsellor role is for the National Problem Gambling Helpline and Webchat services.

Key Responsibilities

• Attending to incoming helpline calls and webchats, providing supportive listening to callers in distress.
• Assess callers needs and provide appropriate emotional support, information, and guidance.
• Refer callers to relevant services and resources, including mental health professionals, social services, and community programs.
• Maintain confidentiality and privacy of callers.
• Document calls and chats details accurately and comprehensively in the database.
• Participate in regular training sessions and supervision to enhance counselling skills and knowledge.
• Work collaboratively with other helpline team members and supervisor to ensure high-quality service delivery.
• Follow helpline protocols and procedures to ensure the safety and well-being of callers.
• Manage crisis/distress/challenging calls and chats with composure and professionalism.
• Educate clients about coping mechanism, stress management techniques, and self-care practices.
• Adhere to ethical guidelines and professional standards of practice.
• Educating clients about gambling safeguard measures.

Qualifications

• Diploma in Psychology or Counselling.
• Excellent communication and active listening skills.
• Empathetic and non-judgemental.
• Ability to remain calm and composed under pressure
• Ability to build rapport and establish trust with clients.
• Ability to work independently and as part of a team.
• Proficiency in using Microsoft Office.
• Bilingual or multilingual (Chinese, Malay, or Tamil).

Working Conditions:

• Work is primarily performed in a call centre, helpline setting.
• Required to perform afternoon, weekend, and public holiday shifts to ensure helpline coverage.

Operating Hours:

• Mondays – Sundays including public holidays.
• Morning shift: 8am – 5pm and afternoon shifts: 2pm – 11pm