How to become A Crisis Line Counsellor

• Telephone Crisis Counsellor
• Helpline Counsellor
• Online Crisis Counsellor

What do Crisis Line Counsellors do?

A Crisis Line Counsellor would typically need to:

• Respond to crisis calls/texts over hotlines, chatlines, and telephone lines from individuals struggling with difficult life circumstances, thoughts, and emotions; offer supportive counselling as a means of prevention and crisis intervention
• Make a rapid assessment of how dangerous the caller may be to self or others, and how urgent the treatment needs to be
• Work to prevent the caller from harming themselves or others or deal with significantly stressful or challenging situations
• Engage the caller in a non-judgemental and compassionate conversation that helps them discover and draw upon their strengths and resources 
• Encourage the caller to take responsibility for maintaining or improving the quality of their life
• Help the caller brainstorm available options and ensure the personal safety of self and others around them
• Refer the caller to appropriate organisations, such as hospitals and mental health clinics, for sustained mental health treatment or services
• Offer supportive advocacy, information, referrals, resources, and warm hand-offs to other area providers, when possible
• Collaborate with an on-call psychiatrist and emergency physician to make a realistic assessment of patient stability
• Call in first responders, if the situation seems to be beyond their means
• Assist law enforcement and medical personnel in assessing individuals in crisis being considered for emergency detention
• Appraise suicidal patients in emergency rooms or prisons for referral to inpatient psychiatric services or relevant community resources
• Participate in programmes and presentations that promote the professional growth of crisis line counselling and increase public awareness
• Liaise with other participants in the programme and community partners to provide comprehensive referral crisis services and information
• Document all pertinent activities and services to ensure compliance with grant requirements and government regulations

Crisis Line Counsellors work for non-profit hotlines, hospital or clinic hotlines, counselling centres, schools, and governmental entities such as defence bases and police stations. They may also work on the ground or through toll-free numbers to help victims of natural/human-made disasters.

Most crisis line hotlines work 24/7. Crisis Line Counsellors may need to put in eight- or nine-hour shifts, including nights, weekends and public holidays. Your work schedule may also depend on whether you are a full-time or part-time employee.

Finding a new job might seem challenging. Crisis Line Counsellors can boost their job search by asking their network for referrals, contacting employers directly, using job search platforms, going to job fairs, leveraging social media, and inquiring at staffing agencies.

Crisis Line Counsellors are generally employed by: 

• Non-Profit Organisations (NGOs)
• Hospitals
• Counselling Centres
• Rehabilitation Centres
• Online Counselling Forums
• Mental Health Clinics
• Community Centres
• Universities
• Schools
• Defence Bases
• Police Stations
• Religious Organisations

Professional associations and organisations, such as the International Association for Counsellors (IAC), are crucial for Crisis Line Counsellors interested in pursuing professional development or connecting with like-minded professionals in their industry or occupation. Membership in such associations and professional organisations adds value to your resume while bolstering your credentials and qualifications.

• Emotional stress of dealing with at-risk individuals and the personal toll it can take on a counsellor’s mental and physical well-being
• Pressure of knowing that someone’s life could potentially be in one’s hands depending on how the counselling unfolds
• Managing multiple clients at the same time can be physically and emotionally taxing
• Meeting organisational demands while managing their own commitments and tending to their personal lives can be challenging
• Increased workload post-pandemic due to the impact COVID-19 has had on the general mental well-being of people
• Maintaining boundaries between personal and professional life with clients and colleagues to ensure neither interferes with the other
• Avoiding personal biases and opinions from seeping into counselling sessions
• Ensuring diverse cultural orientations and gender identifications do not influence one’s counselling ability

Any academic program that a potential Crisis Line Counsellor takes up typically requires a period of supervised experience, such as an internship or training programme. Most organisations require their trainees to complete a stipulated probationary period of online or telephone crisis counselling under strict observation before allowing them to go solo.

One of the best introductions to a career in mental health is to vol­unteer at a local hospital, clinic, or nursing home. Work experience demonstrates your interest and dedication to the profession. It helps you understand what working with other healthcare professionals and patients is like. 

In addition, working with a diverse range of clients helps you build an understanding of different behaviours, situations, and problems you may encounter during your practice as a Crisis Line Counsellor.

It is recommended that you acquire prior work experience, voluntary or paid, in the specific area of crisis line counselling in which you wish to specialise. For example, a domestic and sexual violence crisis helpline may need counsellors with prior experience in a similar role.

Many Crisis Line Counsellors have walked the path of their potential clients. They have lived with mental health concerns and experienced debilitating moments and suicidal/homicidal thoughts, feelings, and attempts. Such life experiences may inform and enhance the connection between the caller and the counsellor.

Read about the profession and interview/job shadow experts working in crisis line counselling to prove your commitment to course providers and prospective employers.

While there is no fixed academic criterion for being a Crisis Line Counsellor, most positions require a bachelor’s degree in psychology, counselling, social work, or sociology. Some organisations may prefer candidates with a relevant master’s degree.

Postgraduate programmes offer more comprehensive knowledge of and training in counselling, and consequently a greater range of employment options and better salary expectations. Besides, a master’s degree is the usual prerequisite for licensure in most countries.

You can also avail of dual-degree psychology or social work programs where the students earn a bachelor’s and master’s degree in five years. Candidates with a one- or two-year diploma or certificate may be considered for entry-level positions in some countries. 

Make sure that you understand all the requirements of state and local government, national voluntary certification organisations and prospective employers in your location before you decide on the best academic path to follow.

Focus on the social sciences, psychology and a foreign language in high school. Fluency in English can help build your communication skills, an essential prerequisite for this career.

Accredited certification in psychology and counselling from an objective and reputed organisation can help you stand out in a competitive job market, increase your chances of advancement, and allow you to build credibility in your career as a Crisis Line Counsellor. 

In addition, successful certification programs also protect public welfare by incorporating a Code of Ethics. However, since the particulars can differ across regions, it is best to check with recognised professional organisations in your location.

Individual government entities across the world conduct specific licensing processes for counselling professions. Licensure typically requires the passage of an examination and the fulfilment of eligibility requirements, such as a minimum level of education, work experience, training, or the completion of an internship, residency, or apprenticeship.

An employment background check to become a Crisis Line Counsellor can include but is not limited to a person’s work history, education, credit history, motor vehicle reports (MVRs), criminal record, medical history, use of social media, and drug screening.

Since you will be engaging with at-risk individuals in a mental health profession, your medical history may also include a full psychiatric check-up to ensure you are in the right state of mind to pursue this career.

Performance, experience, and the acquisition of professional qualifications drive the career progression of Crisis Line Counsellors who may aspire to take on leadership and supervisory roles with increased responsibilties.

You may become a Senior Therapist, Social Worker, Case Manager, Team Leader, Clinician, or Programme Coordinator as you progress in your career and gain sufficient experience.

Candidates with a bachelor’s or master’s degree in psychology or social work and the required certifications or licences (as required by your country of residence) combined with the requisite soft skills have the best job prospects.

Continuing professional development (CPD) is essential in the mental healthcare sector to maintain public wellbeing and ensure healthy career progression. It embraces several new learning objectives, educational methodologies, and novel technological developments, especially in education, management, and IT.

Promotion to supervisory positions usually comes in the wake of acquiring a doctorate in your respective field of crisis counselling.

Attend workshops and programmes to hone your active listening skills and technical knowledge, so you can deal with specific situations and clients and succeed as a Crisis Line Counsellor.

Reflective learning, interaction with peer groups, comprehensive inclusion, workshops, and professional publications educate, influence, support, and foster lifelong enlightenment in all career-grade Crisis Line Counsellors.

Empowered Women to the Rescue

Research suggests that women comprise nearly 75 per cent of coalface crisis line employees in the US, while the number is a whopping 84 per cent in the UK. 

Although there is a tendency to attribute the disparity to the popular notion that women are more empathetic than men and hence, better counsellors, lack of an attractive remuneration and failure to raise awareness may be the better reasons for this skew.

Note that some of the trailblazing counselling services around sexual violence against and domestic abuse of women came into being in the wake of pivotal social changes such as the women’s movement.

Being Bilingual Helps

Along with knowing your native language, being fluent in a second language widely spoken in your country of residence can be beneficial as you can offer your invaluable counselling services to a more extensive and diverse population.

Freelancing Is Not Common

While some Crisis Line Counsellors may choose to freelance, this is not a common practice in the field due to the inter-dependency counsellors of various specialisations and other mental health professionals have on one another. Working in a team and with other specialists is always recommended.

An estimated 3.8% of the world’s population deals with depression, with approximately 280 million people battling the illness.

Due to the modern competitive landscape we as a society inhabit today, people often struggle to cope with their problems and challenges. Committed Crisis Line Counsellors can help people realise their own potential in the face of adversity and lead more fulfilling lives.

“You have not lived today until you have done something for someone who can never repay you.”

― John Bunyan