Crisis Hotline and Ticketing Operator - Contract Basis (MY)

About ThoughtFull:

ThoughtFull is on a mission to simplify mental health for your personal and professional growth - through every season of life, anytime, anywhere. 

ThoughtFull is a Temasek-backed mental health company that provides full mental healthcare services for corporates clients around the Asian region and beyond. We were the first in Asia to offer clinically validated text-based coaching and the first to partner with insurers, making care more accessible to individuals and businesses. Join us on our mission and be part of our rockstar team! 

Responsibilities:

(Professional training will be provided)

• Provide psychological first aid (attend, de-escalate/escalate and intervene) to crisis callers from our corporate clients in English, Malay, Mandarin and Cantonese.
• Oversee operations and management of the wellbeing-hotline services (attend, de-escalate/escalate and intervene).
• Provide accurate and up-to-date information to callers/individuals accordingly.
• Refer callers/individuals to appropriate resources when needed.
• Collect accurate data about calls and callers with proper record keeping.
• Monitor and manage the company’s ticketing platform, ensuring timely handling of app bugs and support requests.

• Supported by the in-house clinical team in administrative processes and psychological case management.
• Being on standby on a fixed shift. [Phone to have stable internet connection to receive calls from the CloudTalk app]
• Flexible working locations, you can be based anywhere.

Requirements

• Preferably have a degree qualification in mental health related fields, such as counselling, clinical psychology, or equivalent.
• Preferably a licensed or registered mental health professional with experience in crisis management hotlines.
• Fluent in English, Malay, Mandarin and Cantonese.
• Must be punctual, reliable and able to work varying shifts.
• Have sufficient digital and computer literacy and a meticulous record keeper.

• Open-minded and multiculturally competent; accepting of differences in cultures, religions, and sexuality;
• Open to learning; committed and motivated to learn and improve.
• Fresh graduates are encouraged to apply.

Benefits

• Opportunity to make a positive impact and save lives
• Work in a leading mental health tech company in SEA
• Partner with us to make mental healthcare accessible to all