Counsellors answering phone requests hold Bachelor’s degrees in psychology, criminology and social services. Moreover, most of them have achieved certificates in addictions, mental health intervention, intervention among youth, victimology, etc. In addition to training requirements, they are hired based on various criteria:
To show excellent knowledge of helping relationship techniques;
To show empathy, maturity, sense of responsibility, as well as great teamwork;
To avoid any judgment;
To speak excellent French and have a good understanding and strong oral skills in English;
To have a relevant professional experience is an asset.
Counsellors answer several calls, assess the needs of callers and offer adequate interventions and referrals. They have to be full of discernment and creativity. Indeed, they are often confronted to highly varied demands, going beyond therapy and requiring quick solutions.