National Text and Chat Counselor

Paycom - ATS; Philadelphia (Philadelphia County); Remote; USD 30,000 - 34,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

403(b) Retirement Plan

Generous PTO

Job summary

CarePoint Response is seeking a remote Text and Chat Crisis Counselor to provide compassionate, life-saving support via the 988 Lifeline digital platforms. You will perform risk assessments, offer referrals, and document interactions while maintaining HIPAA compliance.

The role requires a high school diploma or equivalent, strong crisis de-escalation skills, and the ability to work flexible shifts (7:00 AM–3:00 PM, 3:00 PM–11:00 PM, 11:00 PM–7:00 AM) Monday–Friday. Bilingualists are preferred.

Qualifications

• High school diploma or equivalent required; related degrees preferred.
• Experience in crisis support or counseling is a plus.
• Comfort with diverse populations, including LGBTQIA+, youth, and individuals in crisis.
• Remote work setup with private workspace and reliable internet is required.

Responsibilities

• Respond promptly to incoming text and chat messages on the 988 Lifeline platform.
• Engage users with empathy, active listening, and evidence-based crisis intervention.
• Conduct suicide risk assessments and escalate high-risk cases to supervisors or emergency services as needed.
• Maintain professional boundaries and adhere to trauma-informed care practices.
• Provide appropriate referrals to local mental health resources, shelters, or substance use treatment.
• Document interactions accurately in electronic records per policy and legal requirements.
• Participate in supervision, debriefings, and ongoing training.
• Uphold HIPAA confidentiality and 988 Lifeline standards.

Skills

Crisis de-escalation

Strong typing

Written communication

Active listening

Bilingual (preferred)

Education

High school diploma or equivalent

Associate’s or bachelor’s in psychology, social work, counseling, or related field (preferred)

Job description

Text and Chat CounselorRemote $22.00-$25.50 Hourly Full-Time | Shifts: 7:00AM-3:00PM, 3:00pm-11:00pm, 11:00PM-7:00AM | Monday- FridayBeing the Leader Communities Need in Moments of Crisis.About UsCarePoint Response is a nationally recognized nonprofit and Baltimore’s only comprehensive crisis response system. Since 1992, we’ve been at the forefront of behavioral health crisis care — providing timely, community-based services for individuals and families experiencing mental health and substance use challenges.The OpportunityWe’re seeking a 988 Text and Chat Crisis Counselor to join CarePoint Response as part of our expanding crisis services team. In this role, you’ll be the first line of support for individuals reaching out through the 988 Suicide & Crisis Lifeline digital platforms — offering calm, compassionate, and life-saving care through text and chat.You’ll connect with people experiencing emotional distress, suicidal thoughts, or mental health crises — providing immediate support, conducting risk assessments, and helping individuals find safety and hope in difficult moments. Using empathy, active listening, and trauma-informed techniques, you’ll guide each conversation with care and professionalism.What You’ll DoRespond promptly to incoming text and chat messages through the 988 Lifeline platformEngage with users using active listening, empathy, and evidence-based crisis intervention techniques.Conduct suicide risk assessments and escalate high-risk situations to supervisors or emergency services as needed.Maintain professional boundaries, cultural humility, and trauma-informed care practices at all times.Provide appropriate referrals to local mental health services, shelter, substance use treatment, or other resources.Document all interactions accurately and promptly in electronic records per agency and legal requirements.Participate in regular supervision, debriefings, and training sessions.Uphold confidentiality and adhere to HIPAA and 988 Lifeline standards.QualificationsHigh school diploma or equivalent (Associate’s or bachelor’s in psychology, social work, counseling, or related field preferred).ExperienceStrong typing, written communication, and crisis de-escalation skills.Comfort working with diverse populations, including LGBTQIA+, youth, people in active mental health or substance-related crisis.Bilingual or multilingual skills are preferred.Work Environment & EquipmentRemote position with required internet connectivity and private, quiet workspaceEquipment provided (laptop, headset)Must adhere to all HIPAA and confidentiality requirementsWhy Join CarePoint Response Medical, Dental, and Vision Insurance. 403(b) Retirement Plan Generous PTO – Vacation, Sick, Personal, and Holidays. Tuition Reimbursement & Professional Development Support. Be part of an innovative, impact-driven team shaping the future of crisis care.Make a Difference. Lead with Compassion.This is more than a leadership role — it’s a chance to help individuals and families find stability in their most vulnerable moments. Apply today and become a guiding force for change.