Crisis Line Remote Customer Service (Massachusetts residents only) M-W 11pm - 5am ET

Crisis Line Remote Customer Service (Massachusetts residents only) M-W 11pm - 5am ET About The Samaritans Cape Cod and the Islands The Samaritans is a nonprofit organization dedicated to suicide prevention, crisis support, and postvention services across Cape Cod and the Islands. Our Crisis Line provides compassionate emotional support 24 hours a day, 365 days a year to individuals who need someone to listen. If you are empathetic, dependable, and committed to helping others, we encourage you to apply and become part of a team that provides hope and connection when it matters most. Crisis Line Hotline Associate (Overnight) Remote – Massachusetts Residents Only Part-Time | Monday – Wednesday | 11:00 PM – 5:00 AM ET $19.00 per Hour + $1.00 per Hour Shift Differential Be the Voice That Helps The Samaritans on Cape Cod and the Islands is seeking compassionate, dependable individuals to join our Crisis Line team as overnight Crisis Line Associates. Every shift provides an opportunity to make a meaningful difference in someone's life. Crisis Line Associates answer calls from individuals experiencing emotional distress, loneliness, crisis, or thoughts of suicide. Through active listening, empathy, and adherence to evidence-based crisis intervention practices, you will help callers feel heard, supported, and connected to hope. This is a remote position; however, applicants must reside in Massachusetts to be eligible for employment. Schedule

• Monday, Tuesday, and Wednesday
• 11:00 PM – 5:00 AM Eastern Time
• 16.5 scheduled hours per week
• Additional hours may be available based on operational needs

Compensation

• $19.00 per hour + $1.00 per hour shift differential
• Paid training provided

What You'll Do

• Answer incoming crisis and emotional support calls from individuals in need
• Provide compassionate, non-judgmental listening and emotional support
• Assess caller needs and follow established crisis intervention protocols
• Accurately document call interactions in the organization's call management system
• Maintain strict confidentiality and professionalism
• Meet quality and performance standards related to crisis line operations
• Participate in required training, coaching, and staff meetings as scheduled
• Collaborate with supervisors and team members to ensure continuity of care and service excellence
• Support the organization's mission of suicide prevention and emotional support

What We're Looking For

• Must be at least 18 years of age
• High school diploma or GED required
• Massachusetts resident required
• Strong verbal communication and interpersonal skills
• Ability to remain calm, focused, and compassionate during difficult conversations
• Demonstrated sound judgment and professionalism
• Ability to maintain confidentiality and handle sensitive information appropriately
• Comfortable working independently in a remote environment
• Reliable attendance and commitment to scheduled shifts
• Basic computer proficiency and ability to learn multiple software platforms

Preferred Qualifications

• Experience in customer service, healthcare, social services, behavioral health, crisis intervention, peer support, or related fields
• Experience working on a crisis line, hotline, or support line
• Bilingual language skills are a plus

Training Successful candidates will complete all required onboarding and crisis intervention training prior to independently answering calls. Ongoing training and professional development opportunities are provided throughout employment. The Samaritans on Cape Cod and the Islands is an Equal Opportunity Employer.