988 Text/Chat Contact Specialist - Full Time

Contra Costa Crisis Center; Walnut Creek (CA); On-site; USD 52,000 - 58,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision care

403(b) retirement plan

Paid time off

Job summary

Contra Costa Crisis Center is seeking a 988 Text/Chat Contact Specialist to support callers in Walnut Creek, CA. This on-site, full-time role involves crisis counseling via text/chat, documentation, and resource linkage within a 24/7 call center.

You will work with a collaborative team, receive ongoing training, and contribute to ethical, confidential service delivery while supporting vulnerable communities.

Qualifications

• Must have at least one year of direct crisis chat/text interactions on a crisis line.
• Experience working with diverse populations.
• Proficient with computers, databases, and online communication tools.

Responsibilities

• Respond to 988 text/chat as assigned on the 24/7 crisis lines.
• Provide crisis counseling to reduce distress and support caller safety.
• Maintain accurate documentation and uphold confidentiality.
• Respond to after-hours community lines as assigned.
• Build rapport with callers while maintaining professional boundaries.
• Collaborate with peers, volunteers, and supervisors to ensure high-quality service.
• Communicate effectively with contacts, staff and volunteers.
• Engage in ongoing training, supervision, and certification.
• Support and coach volunteer crisis counselors from a multicultural perspective.

Skills

Crisis counseling

Verbal communication

Written communication

Spanish fluency

Tech literacy

Education

Bachelor’s degree in psychology, social welfare, counseling, or related field

Tools

CRM software

Online communication tools

Job description

988 Contact Specialist (Text/Chat)

Location: Walnut Creek, CA — On-site, Full-time

Compensation Range: $25-28/hour, Non-Exempt

Opportunities for pay increase following successful completion of training and tenure milestones.

Full Time Shifts Available:

• TUE-SAT 6:00 AM - 2:30 PM
• WED-SUN 6:00AM-2:30PM
• MON-FRI 2:00PM-10:30PM
• TUE-SAT 10:00 PM - 6:30 AM
• WED-SUN 2:00PM-10:30PM
• SAT-WED 6:00AM-2:30PM
• SAT-WED 10:00PM-6:30AM

The 988 Text/Chat Contact Specialist primary responsibility is to respond to text/chat as assigned by the Shift Supervisor and/or Associate Director of Crisis Operations & Quality.

About Contra Costa Crisis Center

The Contra Costa Crisis Center strengthens our community by providing 24/7 services that prevent and reduce the impact of crisis. Through 988, 211, Grief Services, and coordinated partnerships with health and behavioral health systems, we connect people in need to compassionate care and life-saving support every day.

Position Summary

The 988 Chat/Text Contact Specialist responds to calls from individuals seeking emotional support, crisis counseling, or suicide prevention assistance. Working as part of a collaborative team in our 24/7 call center, Chat/Text Contact Specialists help people in distress feel heard, supported, and safely connected to appropriate resources. This position reports to the Shift Supervisor and/or Center Manager and requires an on-site presence in Walnut Creek, CA.

Key Responsibilities

• Respond to 988 text/chat as assigned on the 24/7 Crisis Lines and National Suicide Prevention Lifeline and 988 Text Line platform.
• Provide compassionate, clinically informed crisis counseling to reduce distress and support caller safety.
• Maintain accurate, timely documentation and uphold confidentiality standards.
• Respond to after-hours community lines as assigned.
• Build rapport with callers while maintaining professional boundaries.
• Collaborate with peers, volunteers, and supervisors to ensure high-quality service delivery.
• Communicate effectively and compassionately with text/chat contacts, staff and volunteers.
• Engage in ongoing training, supervision, and certification (including American Association of Suicidology requirements).
• Support and coach volunteer crisis counselors from a multicultural and inclusive perspective.

Required Qualifications

MUST HAVE AT LEAST ONE YEAR OF DIRECT CRISIS CHAT AND/OR TEXT INTERACTIONS IN A CRISIS LINE.

• Commitment to working within Contra Costa Crisis Center’s Code of Ethics and organizational policies.
• Experience and demonstrated ability to work effectively with racially, culturally, and economically diverse populations.
• Strong verbal and written communication skills, including the ability to apply the structure of a crisis call using transitional phrases.
• Proficiency with computers, databases, and online communication tools.
• Demonstrated personal accountability, emotional maturity, and team participation.
• Ability to apply the structure of a call/text/chat including transitional phrases
• Ability to direct clients to appropriate resources.
• Willingness to develop knowledge in trauma-informed care, grief and loss, mental health conditions, and boundary setting.

Strongly Preferred

• Bachelor’s degree in psychology, social welfare, counseling, or related field.
• Spanish language fluency (spoken and written).
• Flexible schedule with evening, weekend, and holiday availability.

Compensation & Benefits

• Hourly Rate Range: $25-28/hour.
• Opportunities for pay increase following successful completion of training and tenure milestones.
• Comprehensive benefits package for eligible employees including medical, dental, vision, life, AD&D, LTD, paid vacation, holidays, sick time, and a 403(b)-retirement plan.

Equal Employment Opportunity Statement

Contra Costa Crisis Center is an equal opportunity employer committed to treating all people with dignity and respect. We value the diverse experiences and perspectives that strengthen our ability to serve the community.