988 Text/Chat Contact Specialist - Full Time

Kaizen Lab Inc.; Walnut Creek (CA); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

AD&D

LTD

Paid vacation

Holidays

Sick time

403(b) retirement plan

Job summary

Contra Costa Crisis Center seeks a 988 Text/Chat Contact Specialist to respond to text and chat on the 24/7 crisis lines in Walnut Creek, CA. This full-time, on-site role reports to the Shift Supervisor and requires compassionate crisis counseling with a focus on safety and connection to resources.

You'll work in a collaborative team, complete training, and adhere to ethics while serving diverse callers. Prior crisis chat/text experience is required; bilingual Spanish is strongly preferred.

Qualifications

• Must have at least one year of direct crisis chat/text interactions in a crisis line.
• Commitment to ethics and organizational policies.
• Experience with diverse populations and strong written/verbal communication.

Responsibilities

• Respond to 988 text/chat as assigned on 24/7 crisis lines.
• Provide crisis counseling to reduce distress and support safety.
• Maintain accurate documentation and 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.

Skills

Crisis counseling

Text/Chat experience

Communication skills

Team collaboration

Tech proficiency

Education

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

Tools

Databases

CRM systems

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.