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Helpline Worker Jobs (NOW HIRING)

YWCA Central Massachusetts

HELPLINE ADVOCATE

Boston, MA · On-site

$19 - $21/hr

Helpline Advocate YWCA Central Massachusetts - GW Confidential Shelter - Confidential, MA 00000 ... Experience working with diverse populations * Demonstrated ability to work cooperatively with other ...

Circlehealth

Helpline Advisor (Bank)

Circle, MT · On-site

Helpline Advisor (Bank) Circle National Enquiry Centre - Glasgow Bank Shifts Salary: 12.71 per hour ... This is a bank role working on an "as and when required" basis, you will be required to supplement ...

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How much do helpline worker jobs pay per hour?

As of Sep 13, 2026, the average hourly pay for helpline worker in the United States is $16.91, according to ZipRecruiter salary data. Most workers in this role earn between $14.42 and $17.55 per hour, depending on experience, location, and employer.

What is a helpline worker?

Helpline workers are trained professionals who provide support, information, and guidance to people in need, often over the phone, online, or via text. They assist individuals facing crises, mental health challenges, or those seeking information about available services. Helpline workers listen empathetically, assess the caller's situation, offer emotional support, and may refer them to appropriate resources or emergency help if needed. Their role is crucial in offering immediate help and connecting people to longer-term assistance.

What are the key skills and qualifications needed to thrive as a helpline worker, and why are they important?

To thrive as a Helpline Worker, you need strong active listening, problem-solving, and crisis intervention skills, often supported by a background in social work, counseling, or psychology. Familiarity with call management systems, confidential record-keeping software, and sometimes crisis intervention certifications are commonly required. Exceptional empathy, patience, and the ability to remain calm under pressure help individuals stand out in this role. These skills are crucial for providing effective emotional support, accurate information, and timely assistance to people in distress.

What are some common challenges faced by helpline workers, and how can they effectively manage stress on the job?

Helpline workers frequently handle emotionally charged conversations, often with individuals in crisis or distress. This can be emotionally demanding and may lead to compassion fatigue or burnout if not managed properly. To cope, many helpline organizations offer regular supervision, peer support groups, and training in stress management and self-care techniques. Maintaining clear boundaries and practicing active self-care are essential strategies for sustaining long-term effectiveness and well-being in this role.

What is the difference between Helpline Worker vs Crisis Counselor?

AspectHelpline WorkerCrisis Counselor
CredentialsHigh school diploma or equivalent; some roles may require certificationOften requires certification or licensure, such as crisis intervention training
Work EnvironmentCall centers, community helplines, online chat servicesCounseling centers, hospitals, mental health clinics
Employer & IndustryNonprofits, government agencies, mental health organizationsHealthcare providers, mental health agencies, hospitals

While both roles involve providing support over the phone or online, Helpline Workers typically handle initial calls and provide information or referrals, whereas Crisis Counselors offer more in-depth mental health support and intervention. The roles often overlap, but Crisis Counselors usually require additional mental health training and certifications.

More about Helpline Worker jobs

What states have the most Helpline Worker jobs?

States with the most job openings for Helpline Worker jobs include:

What are popular job titles related to Helpline Worker jobs?

For Helpline Worker jobs, the most frequently searched job titles are:

Helpline Worker jobs near you
Infographic showing various Helpline Worker job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 80% Full Time, 15% Part Time, 1% Temporary, 2% Contract, and 1% Nights. Highlights an 69% Physical, 2% Hybrid, and 29% Remote job distribution, with an average salary of $35,171 per year, or $16.9 per hour.

NAMI HelpLine Information & Referral Specialists (Remote) - INTERNSHIPS

Remote

National Alliance on Mental Illness
51 - 200 employees
Learn more about National Alliance on Mental Illnessexternal

$18.25 - $24.25/hr

Other

Posted 8 days ago

Job description

Please note: This is a listing for an unpaid internship position, and you must be currently enrolled in an academic program with an academic advisor to be eligible. If you are not a student, please apply using our volunteer application.
Intern with the NAMI HelpLine!
Use your lived experience navigating mental health challenges-personally or with a loved one-to support and empower others reaching out for help.
What You'll Do
Provide support. NAMI HelpLine interns answer tens of thousands of calls and texts each year from people looking for support for themselves or someone else navigating a mental health challenge. Interns provide hope, emotional support, thoughtful suggestions, and mental health resources to empower people to reach the next step on their or their loved one's mental health journey.
Help your peers.
Some interns may qualify for and wish to participate in one of HelpLine's specialty services:
  • NAMI Teen & Young Adult (TYA) HelpLine: interns who are young adults (20-30 years old) are welcome to participate
  • NAMI Family Caregiver HelpLine: interns with lived experience caring for a loved one with serious mental illness are welcome to participate
  • linea de ayuda de NAMI: interns who can speak and write fluent Spanish are welcome to participate
If you are interested in participating in one or more of these specialty services as part of your HelpLine intern experience, please let us know when you fill out your application.
What You'll Get
Skills. Interns receive in-depth training and support from HelpLine Staff including ongoing coaching to develop skills like:
  • Reflective listening
  • Empathy
  • Creative problem solving
  • Critical thinking
  • Flexibility and patience
Knowledge. Interns get a deep understanding of the mental health landscape, including:
  • Common mental health conditions
  • Treatment and recovery strategies
  • How to overcome barriers to accessing mental health care
  • What quality mental health resources are available
Reward. HelpLine interns have the satisfaction of knowing that they are helping people with mental health conditions and their family members problem-solve during a hard time in their lives.
What You'll Agree To
8 hours a week for 4 months. HelpLine interns agree to serve at least two, 4-hour shifts every week for at least 4 months.
NAMI HelpLine is open Monday - Friday 10 a.m.-10 p.m. ET, not including federal holidays.
To help us get you scheduled, you must provide at least three days and times that you would be consistently available to serve on HelpLine during the following shifts:
  • Shift #1: 10am - 2pm ET
  • Shift #2: 2 - 6pm ET
  • Shift #3: 6 - 10pm ET
Interns must also attend a 10-15-minute shift change meeting on Zoom each week that will help you get up to date on anything new and allow you time to talk with other interns and staff.
How You'll Be Trained
21-hour independent, online training, plus a 1-hour technology set-up and role-play training with a HelpLine Staff member on Zoom. NAMI HelpLine offers a comprehensive 21-hour online training on mental health conditions, support and recovery strategies, NAMI programs and advocacy efforts, how to manage calls and texts from people looking for help, HelpLine policies and practices, and a final test. The training also includes a 1-hour technology setup and role play session with a NAMI HelpLine staff member.
You must start online training within 2 weeks of receiving the email that you have been enrolled. Once you have started your training, you have 3 weeks to finish it.
Your 4-month service commitment begins on the day of your first scheduled HelpLine shift, which is scheduled after you've completed the training.
How You'll Be Supported
HelpLine interns are always supported. HelpLine staff monitor the HelpLine at all times and provide real-time support to interns navigating complex or challenging connections.
Although NAMI HelpLine is not a crisis line, HelpLine interns may receive calls or texts involving a mental health crisis or other challenging situations. HelpLine interns are trained in important risk management practices and will always receive guidance from HelpLine staff on crisis or risk-related HelpLine connections.
Every HelpLine intern is also paired with a HelpLine Coach - a HelpLine staff member responsible for providing support and feedback to strengthen your knowledge and skillset. Monthly wellness and continuing education events are also offered to all HelpLine interns.
What Technology You'll Need
Work remotely using your own computer. All HelpLine interns work remotely from their homes and connect with Help Seekers using NAMI's online communications platform. HelpLine interns will also receive support from HelpLine Staff through the instant messaging platform, Slack.
You are required to have:
  • A private workspace
  • A computer with the most recent operating system (MacOS, Windows, or Linux)
  • A working headset or headphones
  • A robust, reliable high-speed internet service
Essential Duties and Responsibilities
  • Utilize phone and SMS text communications channels to interact with Help Seekers
  • Respond to HelpLine calls and SMS texts by providing person-centered, culturally considerate support and information
  • Utilize resource referral tools to provide information and relevant referrals to Help Seekers
  • Adhere to all NAMI HelpLine service program policies and procedures
  • Accurately and efficiently document Help Seeker interactions
  • Attend one virtual HelpLine Specialist shift-change meeting per week
Essential Skills/Competencies
  • Excellent verbal and written communication skills, including strong active listening skills
  • Courteous, empathic and professional manner
  • Basic knowledge of mental health conditions, treatments, recovery, and mental health care systems with an interest in learning more
  • Excellent problem-solving skills and an ability to facilitate resolution of help seeker inquiries
  • Strong attention to detail and accuracy, even when managing competing priorities or urgent tasks
  • Ability to maintain focus at all times and make sound decisions in stressful, ambiguous, or high-pressure situations
  • Ability to self-regulate and maintain composure during challenges or conflicts; demonstrated resilience when working under crisis situations
What Qualifications You Need
  • Must be at least 20 years of age
  • Must be currently enrolled in an academic program
  • Lived personal experience, either as a person living well in recovery for at least one year or caregiving for a loved one with a mental health condition, or current enrollment in a related undergraduate or graduate program of studies
  • Ability to respond sensitively, effectively, and in a culturally considerate manner to Help Seekers experiencing emotional distress, active psychosis, and other symptoms of a mental health condition
  • Ability to effectively use cloud-based technologies including telecommunications, applications, storage, networks, and other tools or resources
  • Comfort working independently and as part of a team in a friendly work environment
  • Must be located in the United States for the duration of your commitment
  • Must pass a background check

Before You Apply
Think about whether you can make the 4-month commitment to intern. To prepare you to become a HelpLine intern, we offer free online training, onboarding, and coaching. The time and effort NAMI puts into preparing HelpLine interns is an investment in you and our Help Seekers, who trust NAMI with deeply personal issues during difficult times.
While the training and development NAMI provides is free to you, it costs NAMI nearly $1,500 to recruit, train, and coach each HelpLine intern. It's a serious investment, and if you don't think you can see your 4-month intern commitment through, please do not apply at this time. You are welcome to come back and apply when you know you can fulfill the NAMI HelpLine intern commitment.

Apply