National Text and Chat Counselor (12319)

Baltimore Crisis Response Inc; Philadelphia (Philadelphia County); Remote; USD 30,000 - 35,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

403(b) Retirement Plan

Generous PTO

Job summary

CarePoint Response is seeking a 988 Text and Chat Crisis Counselor to join our remote crisis services team. You will be the first line of support for individuals contacting the 988 Lifeline via text and chat, providing calm, compassionate, and life-saving care.

Responsibilities include quick response, risk assessment, and referrals to local mental health services, shelter, or substance-use resources, while maintaining HIPAA-compliant records and ethical boundaries.

Qualifications

• Strong 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.

Responsibilities

• Respond promptly to incoming text and chat messages through the 988 Lifeline platform.
• Engage with users using active listening and crisis intervention techniques.
• Conduct suicide risk assessments and escalate high-risk situations as needed.
• Maintain confidentiality and adhere to HIPAA and 988 Lifeline standards.

Skills

Typing

Written communication

Crisis de-escalation

Multilingual abilities

Education

High school diploma or equivalent

Associate’s or bachelor’s in psychology, social work, counseling

Job description

DescriptionText and Chat CounselorRemote $22.00-$25.50 Hourly Full-Time | Shifts: 11:00pm-7:00am | Tuesday- Saturday and Sunday- ThursdayAbout 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.