Helpline Call Responder

Required languages English, Dutch, plus at least one of the following: Arabic, Farsi, Ukrainian.

Specific duties and tasks of the Helpline Call Responder:

o Answer the helpline in a compassionate and professional manner
o Provide an average of five services to each caller:
§ Assess caller’s needs as per guidance form
§ Provide supportive coaching and peer support
§ Crisis intervention as needed – following the Choices protocol for crisis situations
§ Offer information and appropriate referrals to community services
§ Assist with safety planning and encourage brainstorming available options
§ Refer to Choices psychologist when applicable

o Return voicemail and emails from participants and community care partners
o If questions cannot be answered, contact supervisor and or search for information needed
o Accurately obtain and document demographic and needs information of callers
o Stay informed of community resources and coordinated community responses as well as of
current affairs on relevant topics such as drug use, infectious diseases, asylum procedures,
o Provide comprehensive information and referral crisis services
o Attend team meetings and volunteer supervision sessions

Work experience and knowledge:
o Experience and/or education in one or more of the following: advocacy, coaching,
psychological counselling, or crisis intervention
o Knowledge of care services in the Netherlands/Amsterdam, LGBTQ+ community
o Knowledge of/or experience with asylum centers, method of operating and refugee status
process, and willing to learn
o Knowledge of/or experience with HIV/STI prevention and Chemsex, and willing to learn
o Have or had contact with staff working at COA, GZA, GGD and IND
Skills and values:
o Good record keeping and reporting skills
o Excellent communication skills
o Patient listener
o Respect and integrity of others regardless of background, identity or behaviour
o Basic computer skills

Choices offers:
– A contract of assignment as volunteer for at least 4 hours per week
– Monthly supervision
– Quarterly Helpline team meetings with updates, information and sharing a meal
– Ongoing training and support
– Opportunities to gain experience and improve your skills
– Being part of a diverse and committed team
– An opportunity to grow with the organisation and participate in developing services