Crisis Helpline Responder Malaysia

Join intellect as a full-time Crisis Helpline Responder in Malaysia and become a frontline source of compassion for people navigating their most difficult moments. If you are a trained helpline counsellor ready to bring calm, skill, and steadiness to high-stakes calls, this role was made for you.

About the Role

As a Crisis Helpline Responder at intellect, you will answer telephone calls from individuals in distress — including those experiencing suicidal thoughts, engaging in self-harm, grieving a loss to suicide, or worried loved ones reaching out for guidance. Based in Malaysia, this is a full-time position where your voice and judgement can change the course of someone's day, and sometimes their life.

Key Responsibilities

• Take inbound crisis-support calls and provide immediate, evidence-informed counselling and emotional support.
• Carry out risk and lethality assessments, paying close attention to suicide-related cases.
• Apply de-escalation and crisis intervention methods to stabilise callers in the moment.
• Determine each caller's needs and triage accordingly — arranging emergency medical attention or onward referrals to face-to-face intervention, case management, advocacy, individual therapy, or group services.
• Document calls thoroughly, capturing key concerns and any referrals made.
• Help shape crisis management plans that keep callers safe and supported.
• Use sound, in-the-moment judgement when the path forward is unclear.
• Handle all personal data in line with the Data Protection Acts 1988, 2003 and 2018 (GDPR).

Qualifications

• One to three years of helpline experience, whether paid or voluntary.
• Completed training in crisis intervention or suicide prevention.
• Hands-on experience supporting high-risk clinical situations involving suicide or acute crisis.
• A Master's degree in Psychology, Counselling, or a related discipline is preferred.
• The professional insurances required to practise in your country.
• The emotional resilience to stay composed under pressure and recover quickly after demanding calls.
• Bonus points for a background in mental health or emergency services, fluency in more than one language, or holding professional indemnity insurance.

About intellect

intellect is a digital mental healthcare company reimagining how employers care for their people's health and wellbeing. Our team of psychologists, clinicians, and technologists delivers an evidence-based approach that supports anyone, at any stage of their mental health journey. We exist to make mental health support more accessible, more preventative, more relatable, and free of stigma.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.