Youth Support Specialist

4 weeks ago


Mumbai, Maharashtra, India Teenage Helpline Full time
About the Role

As a Youth Support Specialist, you will be the primary point of contact for young people seeking support. Your responsibility will be to provide empathetic and non-judgmental guidance, signpost them to further resources when necessary, and escalate complex cases to ensure their well-being.

Key Responsibilities:
  • Maintain a minimum of 1-2 shifts per week to engage with new cases within the stipulated timeframe.
  • Foster ongoing communication with mentees, ensuring clear expectations are set regarding your availability and handing over cases when not available.
  • Manage your workload effectively by regularly updating your Team Leader on your current case load.
  • Prioritize confidentiality agreements and maintain accurate records within Teenage Helpline's systems as per internal procedures.
  • Escalate cases requiring safeguarding concerns to the Safeguarding Team and complex cases to your Team Leader for management.
  • Participate in staff counseling and wellbeing services after dealing with sensitive or triggering cases.
  • Engage in additional tasks and projects as assigned by Operations Management during periods of low caseload.
Essential Skills:
  • Effective written and verbal communication skills, including active listening and interpersonal abilities.
  • Time management skills to prioritize tasks and manage multiple cases efficiently.
  • Relationship-building and networking skills to establish trust with young people and colleagues.
  • Emotional resilience and ability to work in a challenging environment while maintaining a professional demeanor.
  • Able to understand and address diverse issues with a non-judgmental approach.
  • Adaptable communication style to cater to different mentees' needs.
  • Detailed note-taking skills using IT platforms and proficient Microsoft application usage.
Our Mission

We strive to create an inclusive team at Teenage Helpline, valuing diversity and promoting a culture that celebrates individual differences. While this role description outlines essential skills and qualifications, we encourage applications from candidates who may not meet every criterion but possess relevant experience and a passion for supporting young people.


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