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Helpline Therapist – Helpline and Service Support Team

Pieta House -
Remote

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Job details

€23.76 an hour

Qualifications

Microsoft Outlook
Microsoft Office
Administrative experience
Communication skills

Full job description

Pieta’s Helpline and Service Support Team provides practical and crisis support to those impacted by suicide and self-harm.

The 24/7 Helpline provides free, confidential support to anyone affected by suicide, self-harm, or bereavement by suicide. The service is delivered by qualified mental health professionals who offer a trauma-informed, person-centred approach that prioritises compassion, clinical safety, and timely access to care.

The Helpline is supported by our Support Coordinator Team, who work alongside Helpline Therapists. Support Coordinators help callers access Pieta’s range of services and other relevant supports. They also provide advice and information, manage waiting lists and client allocations, schedule appointments, and respond to general queries about Pieta’s services.

Working collaboratively across all Pieta services, the Helpline and Support Coordinator team ensures that every person who reaches out is met with care, understanding, and a clear pathway to the right support.

Location: Remote

Position Type: 24 hours per week on average Work rotating shift pattern across 24 hours. Each shift cover morning, afternoon and night shifts on a rotating roster Morning shift (6.30am to 2.30pm) Afternoon shift (2.30pm to 10.30pm) Night shift (10.30pm to 6.30am)

Salary: €23.76 per hour

Role & Responsibilities:

We are seeking compassionate and skilled mental health professionals who balance providing emotional support with strong administrative abilities. You will be an empathetic listener, creating a safe and non-judgmental space for individuals to talk, provide guidance, conduct risk assessments and safety plans, provide advice, and help connect people with appropriate support services, including Pieta’s own service offerings.

This person thrives in fast-paced environments, managing challenging conversations with sensitivity and professionalism. They remain calm under pressure, think critically, and adapt their approach to meet the unique needs of each caller. A strong understanding of mental health, crisis intervention, and therapeutic techniques is essential.

Caller Management: Provide a calm, compassionate and professional response to callers in emotional distress, ensuring they feel heard, supported, and understood. Build relationships and support callers using the stated policies and procedures of the Helpline and Service Support team. Maintain accurate and up-to-date records, ensuring all relevant information is recorded securely and confidentially, and determine appropriate next steps for the caller.
Risk Assessments & Safety Planning: Conduct risk assessments to identify potential concerns. Co-create Safety Plans and ensure measures are in place to address safety concerns in relation to callers
Describing Pieta Services and Supporting access appropriately: Provide a clear overview of Pieta services, including how to access, waiting times, and what to expect, ensuring callers feel informed and comfortable
Signposting & Support: Provide callers with information on relevant services, referrals, and external resources that best meet their needs and provide appropriate support
Check-in Calls: Conduct check-in calls to monitor well-being, offer support, and ensure that individuals are engaged with appropriate services as required
Collaboration & Communication: Work closely with internal teams to provide comprehensive support and maintain continuity of care to callers and clients
Data Management & Compliance: Ensure all records are maintained accurately and in line with data protection and confidentiality
Quality & Safety: Ensure compliance with all safeguarding, data protection, and service policies and ensure compliance with all Children First Legislation Team
Team: Work collaboratively with the wider clinical and support teams to ensure continuity of care and service quality and participate in regular clinical supervision and team meetings. Engage proactively with the Clinical Service Manager and Operations Service Manager.

Education, Skills & Experience Required:

A recognised qualification in counselling, psychotherapy, psychology, social work, or related field (e.g. minimum Level 8 on NFQ or equivalent).
Registered with a recognised professional body (e.g. IACP, IAHIP, PSI, CORU).
Demonstrated experience in providing therapeutic or crisis support
Skilled in empathetic listening, crisis de-escalation, and working with high-risk individuals.
Strong understanding of safeguarding principles and risk assessment.
Ability to remain calm, present and non-judgmental under pressure.
Excellent communication and interpersonal skills.
High standards of professional ethics, confidentiality, and data management.
Be flexible and available to work shifts across the 24-hour day, including night shifts & weekends and on a rotating basis.
Proficiency in MS Office and Outlook

How to Apply:

Applications for the above should be made through our website attaching a cover letter outlining your particular suitability to the role and an updated C.V.

Closing Date: 24th of July 2026

Note: Garda Vetting is required (of the successful candidates) for all positions.

Pieta is an equal opportunities employer, meaning we do not discriminate based on age, race, colour, religion, ethnicity, national origin, sex, sexual orientation, or physical/mental disability. We are committed to a diverse and inclusive workplace for all. We offer additional support to those with additional requirements. Please let us know if you require support ahead of your interview.

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Helpline Therapist – Helpline and Service Support Team

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