Phone and Chat Crisis Counselor

PLEASE NOTE We are currently only hiring in the following states: Alabama, Arizona, Florida, Georgia, Iowa, Kentucky, Louisiana, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas, West Virginia, Wyoming, Wisconsin, and Indiana. Who We Are CONTACT Care Line is East Tennessee's first crisis hotline. CONTACT's Crisis program provides text-based and telephone-based crisis/suicide intervention services to visitors of the 988 Lifeline. We are a solid team that holds both state and national contracts through 988. Some of our employee benefits include competitive PTO accrual, free Teladoc for all staff, EAP services, healthcare benefits programs, and 401(k). Additionally, CONTACT is a 505 non-profit organization and qualifies PSFL programs for student loans. Company Conformance Statements In the performance of their respective tasks and duties all employees are expected to conform to the following: • Perform quality work within deadlines with or without direct supervision. • Interact professionally with other employees, agencies, and clients. • Work effectively as a team contributor on all assignments. • Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations. Position Summary The primary goals of the Crisis Counselor are to assess the risk of suicide, provide emotional support, and collaborate with the person in crisis toward a plan for safety. The CONTACT staff works as a close team, building warm relationships and growing together through shared experiences. Each day brings new challenges and new opportunities to change lives. Primary Duties and Responsibilities • Answer 988 through both PHONE and CHAT/TEXT interactions • During chat-focused shifts, manage two concurrent chat interactions in alignment with the two-chat policy, while maintaining accuracy, professionalism, and timely responses. • Assess and reduce the risk of suicide following established policy, protocol, and procedure • Provide emotional support using active listening and de-escalation techniques • Provide referrals to community resources when appropriate • Accurately document all interactions in accordance with established procedure • Seeking and following consultation and guidance from supervisors • Promptly respond to visitors' messages with reflective responses that move the conversation forward • Complete required continued education trainings • Review alerts, updates, and announcements at the start of each shift • Comply with all organizational policies, including a strict confidentiality policy • Assist in the completion of mandatory reports of child and vulnerable adult abuse and follow up interactions when necessary • Mentor new teammates as requested Experience, Skills, Licenses/Certifications • 18 years of age or older • Not a current (or within past 3 years) client of any CONTACT Care Line's crisis programs • Open, thoughtful, and prompt two-way communication • Proficiency with web applications, navigating websites, and troubleshooting technical issues • Empathic listening skills • Calm, logical reasoning in stressful situations • Ability to respond quickly in high risk/imminent risk situations • Resourceful problem-solving skills • 1+ years of mental health or crisis experience required • Bachelor's Degree from an accredited school with a minimum of 120 college credits in Social Work or mental health related field or equivalent experience required. Salary • The hourly rate is $18-$20 during probation (the first 90 days of employment). After probation, the hourly rate can go up to $22 per hour depending on review. Please note that CONTACT has set schedules, agreed upon at hiring. CONTACT is not able to work around school or secondary work schedules. PLEASE NOTE We are currently ONLY hiring in the following states: Alabama, Arizona, Florida, Georgia, Iowa, Kentucky, Louisiana, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas, West Virginia, Wyoming, Wisconsin, and Indiana. Use of AI-generated responses is strictly prohibited during our application and assessment process. Applications that appear to include AI-generated content will be disqualified and removed from consideration.