Lifeline Associate Call Taker (MUST RESIDE IN MA)

Description

Position Title: Associate Call Taker

Program: Lifeline

Reports to: Lifeline Supervisor

Status: Part-time openings, remote

Family Services of the Merrimack Valley is a seeking part-time Associate Call Takers. The Associate Lifeline Call Taker is responsible for answering calls to Family Services of the Merrimack Valley’s (FSMV) 24/7 Suicide & Crisis Lifeline. Associate Call Takers are primarily responsible for providing compassionate emotional support to individuals who may be experiencing a range of emotional distress from loneliness to acute suicide risk. In fulfilling this responsibility, Associate Call Takers are required to follow Lifeline policies and protocols related to appropriate responses, data collection and documentation, and confidentiality. 

Duties and Responsibilities

• Primarily responsible for answering calls made to the Lifeline by individuals who may be lonely, depressed, contemplating suicide, in crisis, and/or needing support and a compassionate listener.
• Provide compassionate, thoughtful emotional support to all callers. 
• Administer safety assessment on each call and respond appropriately based on risk level.
• Adhere to performance measures in attending to call volume.
• Maintain a calm and friendly demeanor, even in crisis situations, while answering the crisis help line.
• Provide resources to callers for additional support, including follow up calls.
• Protect the privacy and confidentiality of callers as well as the organization and staff.
• Communicate any issues to supervisors when necessary and collaborate with other Lifeline staff regarding repeat/difficult callers.
• Collect required statistical and narrative data, while maintaining confidentiality, utilizing required database tools.
• Adhere to all helpline policies and procedure, upholding standards of practice.
• Participate in all staff meetings, debriefing sessions, groups support and other meetings as required.

Available Schedules (updated 8/28/26)

Schedule A: 16 hours  

Saturday 3p-11p 

Sunday 3p-11p 

Schedule B: 16 hours 

Monday 11p-3a 

Tuesday 11p-3a 

Wednesday 11p-3a 

Thursday 11p-3a 

Schedule C: 20 hours 

Sunday 3a-7a 

Monday 3a-7a 

Tuesday 3a-7a 

Wednesday 3a-7a 

Thursday 3a-7a 

Requirements

• High school degree, minimum. 
• Compassionate and caring person able to balance commitment to providing emotional support with self-care and boundary setting. 
• Strong interpersonal skills and verbal communication for compassionate listening and befriending. 
• Dependable and reliable.  
• Ability to deescalate a crisis situation while maintaining composure. 
• Cultural competency skills to effectively work with diverse populations. 
• Ability to manage time appropriately.  
• Self-starter: Ability to work independently as well as part of a team and well organized. 
• Must reside in Massachusetts or New Hampshire. 

About Family Services of the Merrimack Valley FSMV is a non-profit, social service organization located in Lawrence, MA. The organization helps more than 5,000 people in the Merrimack Valley each year through 20+ programs focused on youth development, parent education and emotional health. All of its services are infused with a sense of hope and possibility and enable individuals to thrive in their family, community, workplace and school. For more information, please visit www.FSMV.org . FSMV is an equal opportunity employer.Compensation and Benefits

• Pay range $21 - $23.50 per hour, commensurate upon education and/or experience.
• FSMV offers an excellent benefit package including a flexible and supportive work environment, competitive health and dental insurances, fully paid life and long-term disability insurances (for full-time employees), along with training and professional development opportunities.
• FSMV also offers a generous time off policy for employees working 30 hours or more per week. holiday pay, and sick time for part-time employees
• An amazing opportunity to work with and learn from a team of dedicated, passionate individuals in a diverse environment that serve children, youth, and adults.