JOB DESCRIPTION

Position Summary:

The Crisis Support Executive (CSE) in the Crisis Support Team supports the work of the Core Services by conducting initial assessment of clients’ risks and needs. This includes classifying of incoming calls and text messages according to the risk levels. He/she decides the required follow up actions, which typically include referring of cases to the Clinical Team for crisis support or counselling.

CSE also makes preliminary outgoing calls or text messages, if necessary, to facilitate the initial assessment in terms of client risk level. He or she provides frontline support to volunteers who are manning the organisation’s 24-7 hotline service.

Duties and Responsibilities:

· Conduct initial assessment and classify incoming calls and text messages according to the risk levels. Scope of work includes:

– Classify calls and text messages on the system

– Make outgoing calls or text messages where necessary to facilitate assessment

– Provide first level response to low-risk clients where necessary

– Provide information on SOS services or on community resources to third party callers

– Support in the administration and documentation of the processes

– Refer cases to the Clinical team for follow up actions/crisis support interventions

– Coordinate on the activation of emergency support where applicable

· Frontline support to volunteers (SAMs) who are manning the organisation’s 24-7 Services. Scope of work includes:

– Assist with phone or chat duties in the event of shortage of volunteers

– Being activated onsite to support persons in crisis or next-of-kin

– Support in training and supervision of trainee volunteers

– Orientate and guide new volunteers who have just started performing call or messaging duties on their own

– Support and guide volunteers in the Phoneroom or over online platforms by listening in during calls or monitor chats and provide consultation where appropriate

– Conduct debrief sessions with volunteers where necessary, especially for those who handled calls or chats with imminent risks and experienced distress as a result

– Update volunteers on callers’ or clients’ development

– Provide off-site support for volunteers outside of office hours where necessary

JOB DESCRIPTION

Position Summary:

The CareText Executive in the Crisis Support Team handles incoming texts from our clients in our round-the-clock Care Text service, a text-based service that provides emotional support for those in distress.

He/she decides the required follow up actions, which typically include referring of cases to the Clinical Team for crisis support or counselling. He or she provides frontline support to volunteers who are manning the organisation’s CareText service.

Duties and Responsibilities:

Conduct initial assessment and classify incoming text messages according to the risk levels. Scope of work includes:

– Classify text messages on the system

– Make outgoing text messages where necessary to facilitate assessment

– Provide first level response to low-risk clients where necessary

– Provide information on SOS services or on community resources to third party callers

– Support in the administration and documentation of the processes

– Refer cases to the Clinical team for follow up actions / crisis support interventions

– Coordinate the activation of emergency support where applicable

Frontline support to volunteers (SAMs) who are manning the organization’s Care Text service. Scope of work includes:

– Assist with chat duties in the event of shortage of volunteers

– Being activated onsite to support persons in crisis or next-of-kins

– Support in training and supervision of trainee volunteers

– Orientate and guide new volunteers who have just started performing call or messaging duties on their own

– Support and guide volunteers in the Phone room or over online platforms by monitor chats and provide consultation where appropriate

– Conduct debrief sessions with volunteers where necessary, especially for those who handled chats with imminent risks and experienced distress as a result

– Update volunteers on clients’ development

– Provide off-site support for volunteers outside of office hours where necessary

JOB DESCRIPTION

Position Summary:

The Manager of Risk & Governance will oversee internal controls, governance, and risk management to ensure regulatory compliance. Working closely with the Deputy Director of the Corporate Finance & Compliance team to implement all aspects of developing and implementing a robust risk management framework aligned with strategic goals. Collaborate with key stakeholders to identify and mitigate emerging risks and opportunities.

The ideal candidate will possess strong finance and operational acumen and experience in the non-profit sector, particularly with knowledge of the Charity Act and related regulations.

Duties and Responsibilities:

FUNCTIONAL RESPONSIBILITIES Working closely with the Deputy Director of the Corporate Finance & Compliance team to implement all aspects of developing and implementing a robust risk management framework aligned with strategic goals:

Regulatory Compliance

· Ensure full compliance with Singaporean laws, regulations, and guidelines, with a focus on charity governance, PDPA, statutory reporting, and other relevant areas.

Policies and Procedure Development & Implementation

· Develop and implement organization-wide policies and procedures, ensuring alignment with the organization’s mission, goals, and regulatory requirements.

· Collaborate with functional leaders to ensure policies are updated, consistent, and meet cross-functional needs.

· Provide regular updates and reports to senior management and the audit & risk committee on the progress and adherence to organizational standards.

Compliance Training and Awareness

· Develop and implement organization-wide policies and procedures, ensuring alignment with the organization’s mission, goals, and regulatory requirements.

· Collaborate with functional leaders to ensure policies are updated, consistent, and meet cross-functional needs.

· Provide regular updates and reports to senior management and the audit & risk committee on the progress and adherence to organizational standards.

Risk Management

· Design policies for monitoring and escalating risks, in collaboration with relevant departments.

· Identify and assess enterprise risks, implementing corrective actions and tracking mitigation efforts.

· Maintain documentation for enterprise risk management (ERM) processes.

Internal Audit

· Act as the liaison with external auditors, managing the audit schedule and coordinating with departments to ensure timely completion.

· Overseeing the development of internal audit plans with close coordination with the audit and risk committee.

· Review audit findings and track the implementation of recommendations, ensuring progress updates to senior management, audit and risk committee or board.

· Monitor the implementation of audit recommendations across departments, providing regular updates to senior management and the Audit & Risk Committee on progress and any challenges.

Governance Reporting

· Manage annual submissions of financial reports and governance documents to ensure compliance with the Charities Act.

· Prepare and maintain the Governance Evaluation Checklist in line with Charity Council requirements.

· Stay informed of new regulations, guidelines, and rules issued by the Charity Council or other regulatory bodies and advise senior management on necessary actions or adjustments to governance practices.

Enterprise, Social and Governance (ESG)

· Lead in the development and execution of ESG strategies aligned with the organization’s mission.

· Lead the collection and analysis of ESG data related to operations, volunteer engagement, and program effectiveness.

· Prepare annual sustainability reports for internal and external stakeholders.

Business Continuity

· Work with respective functions to identify key business functions, develop and maintain an up-to-date Business Continuity Plan (BCP) to ensure critical operations continue during disruption.

· Conduct regular BCP training and drills to ensure employees and volunteers understand their roles and test the effectiveness of the plan.

Others

· Support any ad-hoc projects as may be assigned from time to time

Working Conditions:

• Office environment
• The role is based on regular office hours, Monday to Friday, with a standard 5-day work week.

JOB DESCRIPTION

Position Summary:

The Senior Executive Assistant provides full spectrum secretarial support to the CEO and SOS Board of Directors. This individual will support the CEO in board engagement and corporate record-keeping of the CEO office, ensuring alignment with regulatory standards.

Duties and Responsibilities:

Working closely with the CEO and Board of Directors to drive communications and engagement in the following areas:

Corporate Secretarial and Board Management

· Provide comprehensive secretarial support to CEO, including managing calendars, meetings coordination, minute-taking and organising appointments and engagements.

· Liaise with board members and relevant stakeholders to ensure effective communication and engagement.

· Prepare, review, and distribute board meeting agendas, background materials, and supporting documents in a timely manner to ensure board members have the necessary information for informed decision-making.

· Manage compliance with corporate governance requirements, assisting in maintaining statutory records and filings.

· Facilitate the preparation of key documents related to board member appointments, term renewals, resignations, and training, ensuring all relevant approvals and legal obligations are met.

Records Management and Document Control

· Establish and maintain a comprehensive system for secure storage, tracking, and easy retrieval of all corporate records, including meeting minutes, policies, and other governance documents, in compliance with data protection regulations.

· Manage the distribution, signature, and archival of sensitive board documents, agreements, and disclosures, ensuring all records are secure, up-to-date, and accessible to authorised parties only.

Executive and Personal Assistant Support

· Draft, review, and manage high-level correspondence on behalf of the CEO, including emails, reports, presentations, speech, and other communications, ensuring clarity, professionalism, and alignment with organisational goals.

· Maintain strong, proactive relationships with all stakeholders and partners, leading high-profile engagements such as Guest-of-Honour invitations, and collaborating closely with relevant government offices to ensure seamless coordination and administrative efficiency.

· Handle confidential information with the utmost discretion, maintaining high standards of confidentiality in all personal and professional matters.

· Facilitate effective communication with board members, donors, government agencies, partners, and other stakeholders, handling requests, inquiries, and issues with a solution-oriented approach and sensitivity to each relationship’s unique needs.

· Attend key meetings with or on behalf of the CEO, as required, taking notes, documenting action items, and managing follow-up activities to ensure completion of agreed tasks and resolutions.

Working Conditions:

· Office environment

· The role is based on regular office hours, Monday to Friday, with a standard 5-day work week.

· However, due to the need to attend certain meetings and engagements involving Board, volunteers or other stakeholders, the role may occasionally need to be available outside of regular hours to support CEO as needs arise.