Responsibilities

• Provide timely and empathetic support to callers and clients
• Manage a high volume of incoming calls and inquiries
• Document client interactions accurately and comprehensively
• Offer referrals to appropriate internal and external services
• Mentor and support helpline volunteer management
• Contribute to the development and improvement of helpline services and processes
• Participate in team meetings and projects
• Any other necessary tasks as required by the Manager, based on capacity

Qualifications and Work Experience

• Bachelor degree in Social Work, Psychology, Counseling, or related field
• Minimum 2 years of experience in a social service role
• Experience in providing emotional and practical support to individuals in crisis
• Experience in case management and documentation
• Experience in training and mentoring volunteers (preferred)

Skills

• Strong interpersonal and communication skills (both verbal and written)
• Excellent listening and empathy skills
• Ability to handle sensitive information with discretion and confidentiality
• Strong organizational and time management skills
• Proficiency in Google Workspace (Google Docs, Sheet, Slides, Drive) or similar Office Suites, and relevant database systems
• Ability to work independently and as part of a team
• Flexibility and adaptability to handle a fast-paced environment
• Knowledge of English and Chinese is essential (both written and spoken) to attend to English and Mandarin speaking callers/clients

Apply now

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Please note that, due to the large number of applications, only shortlisted applicants will be contacted for an interview. If you have any questions about this position, please email careers@aware.org.sg.