Mental Health Helpline Operator (Amman, Jordan)

Union of Medical Care and Relief Organizations

Position Summary
The Mental Health Helpline Operator (Amman-based) will provide compassionate and confidential psychosocial support to individuals in Gaza via UOSSM s mental health helpline. The operator will deliver PFA, basic counseling, and referrals while ensuring the highest ethical and professional standards. The operator will coordinate closely with the Gaza-based helpline operator and the MHPSS team to ensure continuity of care and case follow-up.

Key Responsibilities
Respond to helpline calls from Gaza beneficiaries, offering PFA, emotional support, psychoeducation, basic psychosocial counseling, and mental health consultations.
Assess callers emotional needs and escalate high-risk cases (e.g., severe distress, suicidal ideation) as appropriate.
Provide accurate information about available MHPSS, health, and other services, ensuring callers are linked to relevant resources.
Coordinate closely with the Gaza-based helpline operator for shared case follow-up, information exchange, and referral tracking.
Provide brief psychoeducation over the helpline to promote positive coping, stress management, and mental health awareness.
Offer continued emotional support and PFA to individuals and families affected by crisis-related stress or trauma.
Ensure accurate data entry, case documentation, and timely reporting of helpline activities, maintaining full confidentiality.
Collaborate with the Gaza team to strengthen referral pathways and update service mapping.
Participate in regular supervision, case discussions, team meetings, and capacity-building activities.
Contribute to internal reporting, identifying recurring themes, emerging psychosocial needs, and areas for program improvement.
Qualifications and Experience
• Education: Bachelor s degree in psychology, counseling, social work, or a related mental health field.
• Experience:
• Minimum 3 years in psychosocial support, counseling, or MHPSS service delivery.
• Prior experience providing PFA or crisis intervention in humanitarian or remote contexts.
• Familiarity with Gaza s context is an asset.
• Skills:
• Excellent active listening, empathy, and communication skills.
• Ability to manage emotional and high-stress situations.
• Knowledge of confidentiality and do-no-harm principles.
• Strong computer and data entry skills (Word, Excel, online systems).
• Fluency in Arabic (required); working proficiency in English (preferred).