National Lifeline Volunteer Operator

Description of the National Lifeline Operator Role

The National Lifeline welcomes applications from individuals with various backgrounds to become operators on the Lifeline. Lifeline operators work hard at answering crisis calls, de-escalating crises, and providing the caller with emotional support.

To become a Lifeline operator, volunteers are required to submit their profiles, after which they are interviewed and accordingly invited to attend a full 4-days training. After completing the training, volunteers are enrolled in the volunteering program for an observational period before they take on their role as Embrace Lifeline Operators.

 Lifeline Operator Core Competencies:

• Demonstrates emotional readiness to work in humanitarian and crisis settings
• Follows the National Lifeline policies and procedures
• Receives and accepts direction and feedback
• Takes responsibility in a timely and mature manner
• Demonstrates ability to learn and demonstrate active listening skills
• Demonstrates an empathic and nonjudgmental attitude towards others, with respect to race, nationality, gender, socio-economic status, sexuality, etc…

Lifeline Operator Behavioral Competencies:

• Demonstrates sensitivity to diversity issues and cultural competence to ensure the National Lifeline team reflects the cultural diversity of the population served
• Demonstrates collaborative teamwork and respect for colleagues and peers
• Accepts hierarchy as a form of support and guidance not authority
• Shows eagerness and openness in acquiring a desire to learn
• Demonstrates ability to problem solve in stressful situations

Lifeline Operator Main Responsibilities

• Establish good initial contact and a safe environment for callers in emotional distress or those thinking about suicide by employing active listening skills, make certain that callers are being heard and understood and encouraged to talk freely.
• Conduct a suicide risk assessment for all callers and employ multiple techniques of crisis management and be able to engage actively with callers as taught during their training.  
• Orient the callers to requested or needed community services/resources.
• Dispatch the national mental health emergency services when needed.

Requirements to become a Lifeline Operator:

• Age 21 years or above
• Ability to volunteer
• Ability to commit to serving as a volunteer helpline operator for a minimum of one year
• Ability to cover 8 hours of volunteering per week
• Ability to commit to covering shifts round the clock, including shifts running between 10 pm and 10 am - early and overnight shifts
• Ability to cover the overnight shift falls between 2 am and 6 am at least once per month
• Ability to commute to the center located in Beirut
• *All the above requirements must be fulfilled to apply for this position.
• All applications will be screened for eligibility criteria; Please attach all the required documents. Any incomplete application will not be considered.

Application Submission Guidelines:

Interested candidates should submit their application through the following link https://embracelebanon.org/WhatWeDo/BecomeOperator by November 13th, at the latest.

Please upload all the required documents, copy of your CV, Statement of Motivation, copy of your ID/Passport, copy of your Criminal/ Judiciary Police Record (valid for a period of 3 months from issue date), and a Photo of yourself that clearly shows your face. Otherwise, your application will be declined.

Only applications through the website link shared above will be considered; any application submitted by email will be dismissed.