VOLUNTEER Crisis Hotline Counselor

Crisis Services is looking to grow our team. We are seeking compassionate and dedicated individuals to serve as Volunteers with our Crisis Counseling Program to support our mission of providing immediate, life-saving support to individuals in crisis. This is an unpaid volunteer opportunity.

Who We Are

Crisis Services is Erie County’s 24-hour crisis center and suicide prevention organization. We are also the county’s designated rape crisis center and a New York State–approved provider of domestic violence, elder abuse, and family violence services. In addition to direct services, we promote safety, health, and hope through education and outreach.

About This Opportunity

As a Crisis Hotline Counselor Volunteer, you will provide phone and chat-based emotional support, crisis intervention, and resource referrals to individuals experiencing distress. Volunteers serve as a critical first point of contact, offering compassionate listening, risk assessment, and connection to appropriate services.

You will receive comprehensive training and ongoing supervision to prepare you for this important role.

Key Responsibilities

• Provide supportive, nonjudgmental listening to individuals contacting the crisis hotline or chat services
• Assess risk, including suicide and safety concerns, using established guidelines and training
• Offer crisis intervention, emotional support, and de-escalation techniques
• Provide accurate information and referrals to community resources and services
• Document calls/chats and relevant information according to agency procedures
• Maintain strict confidentiality and adhere to privacy guidelines
• Participate in training, supervision, and ongoing skill development
• Work collaboratively with staff and fellow volunteers to ensure high-quality support

Volunteer Schedule

Volunteer hours vary based on program needs, with opportunities available across daytime, evening, overnight, and weekend shifts.

• Initial training period requires a consistent weekly commitment
• Ongoing scheduling is flexible after training, based on availability
• Once training is completed, a minimum commitment of 12 hours per month for at least one (1) year is required

Start Date

Rolling start date based on training sessions.

What You Will Bring to This Opportunity

• Minimum of a high school diploma or GED (college coursework in Human Services, Social work, Counseling, Psychology,

or helping professions preferred)

• Strong communication and active listening skills
• Ability to remain calm, empathetic, and focused in high-stress situations
• Interest in mental health, crisis intervention, or helping professions
• Reliability, professionalism, and commitment to confidentiality
• Ability to work both independently and as part of a team
• Comfort working with diverse populations and sensitive topics
• Basic computer skills (data entry, chat platforms, etc.)
• Prior experience working in a human services field is required

Physical Requirements

• Ability to sit for extended periods while engaging on phone or computer
• Ability to communicate clearly and effectively

Benefits of Volunteering

• Make a meaningful impact by supporting individuals in crisis
• Gain hands-on experience in crisis intervention and mental health support
• Develop communication, assessment, and problem-solving skills
• Receive comprehensive training and ongoing supervision
• Opportunity for professional growth in human services fields
• Documentation of volunteer hours (if applicable)

Ready for a Rewarding Volunteer Opportunity?

Our team is committed to providing compassionate, high-quality care to our community. We seek individuals who are empathetic, motivated, and committed to making a difference. Join us in offering hope and support when it matters most.

EEO Statement

Crisis Services is an Equal Opportunity Employer and welcomes all applicants regardless of race, color, national origin, religion, sex, age, disability, citizenship, pregnancy, military status, marital status, sexual orientation, or any other protected characteristic.

Disclaimer

This description reflects the general nature of volunteer responsibilities and is not intended to be a comprehensive list of all duties or requirements.