Remote Crisis Counselor - 988 Hotline (Chat & Phone)

CONTACT Care Line; Knoxville (TN); Remote; USD 25,000 - 39,000; Full time

Benefits offered by this job

Fully remote

Job summary

CONTACT Care Line is East Tennessee’s first crisis hotline, offering 988 text and phone support for individuals in emotional distress. As a Crisis Counselor, you will assess risk, provide compassionate support, document encounters promptly, and collaborate to create safety plans.

You’ll engage in follow-ups, adhere to clinical guidelines, and participate in ongoing training across chat and phone modalities. We value teamwork, growth, and commitment to accessibility.

Qualifications

• Must be 18 years or older.
• Bachelor’s degree with 120 college credits in Social Work or related field, or equivalent experience.
• Minimum of 1 year of experience in mental health, crisis intervention, or related field.
• Strong empathic listening and reflective communication skills.
• Ability to remain calm and apply logical reasoning in high-stress situations.
• Proficiency with web-based applications and collaboration tools (Slack, Teams).

Responsibilities

• Respond to 988 chat, text, and telephone interactions promptly.
• Manage two concurrent chat interactions during chat-focused shifts.
• Assess and mitigate suicide risk using established protocols and safety planning procedures.
• Provide emotional support using active listening and de-escalation techniques.
• Document interactions within 8 minutes per interaction.
• Follow clinical and operational protocols, including SBAR and mandatory reporting.
• Attend trainings, supervision, and meetings and stay connected via Slack/Teams.

Skills

Empathic listening

Communication

Calm under pressure

Active listening

Education

Bachelor’s degree or 120 college credits in Social Work or related field

Tools

Slack

Microsoft Teams

Job description

CONTACT Care Line is East Tennessee’s first crisis hotline, offering 988 text and phone support for individuals in emotional distress. As a Crisis Counselor, you will assess risk, provide compassionate support, document encounters promptly, and collaborate to create safety plans.

You’ll engage in follow-ups, adhere to clinical guidelines, and participate in ongoing training across chat and phone modalities. We value teamwork, growth, and commitment to accessibility.