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

Duties and Responsibilities:

Working closely with Director, Strategic Development, and Assistant Manager (AM), Advancement and Planning to assist and support to:

Donor Management & Cultivation:

• Build, nurture and maintain strong relationships with donors through prompt reporting, follow-ups, and tailored support.
• Expand the donor base by engaging untapped sectors and exploring diverse fundraising channels.
• Maintain an updated and accurate donor database in the donor management system and develop targeted donor segment narratives
• Plan appreciation initiatives, including events and gifts for donors.
• Represent SOS at fundraising and networking events to connect with donors, stakeholders, and community partners.
• Manage day-to-day fundraising, partnership, and donation tasks (e.g., email inquiries, incoming donations, tax receipts).

Fundraising Initiatives & Events:

• Support the planning and execution of signature fundraising events/campaigns as well as manage accurate records of timelines, budgets, and expenditures.
• Secure sponsorships and donations for events and campaigns and drive the increase of organic giving through crowdfunding platforms.
• Collaborate with internal teams (e.g., Communications, Finance, Project Management, Volunteer management) to ensure effective event planning, campaign deliverables, budget tracking and volunteer engagement.

Administrative & Reporting Tasks:

• Handle fundraising licensing policies, funding claims, and documentation, including sponsorship appeal letters, event invitations, and donor appreciation letters.
• Prepare reports, such as event and campaign post-mortem evaluations, impact reports for funders, and monthly management updates.

Compliance & Best Practices:

• Ensure adherence to internal guidelines and statutory fundraising requirements.