Remote Crisis Counselor — 988 Lifeline (Flexible Shifts)

NAMI Chicago; Chicago (IL); Hybrid; USD 33,000 - 36,000; Full time

Benefits offered by this job

Medical, Dental and Vision benefits

Paid time off

Life and AD&D Insurance

Long-Term Disability

Wellness program

Flexible schedule

Job summary

NAMI Chicago is seeking a remote-based 988 Lifeline Crisis Counselor to provide immediate crisis intervention via calls, chats, and texts. Training is provided; in Chicago area you may attend in-person trainings at the office when required.

You will conduct risk assessments, safety planning, and refer to community resources while maintaining confidentiality. Role requires empathy, strong communication, and ability to multitask across platforms.

Qualifications

• Bachelor’s degree in social work, psychology, counseling or related fields required.
• Minimum of 1-5 years of relevant experience providing counseling, crisis, or case management with individuals or families experiencing behavioral health crisis.
• Experience in telephonic outreach, crisis, and case management.
• Familiar with Chicagoland resources and mental health services.
• Current ASIST or SafeTALK certification (In-house SafeTALK training provided quarterly).

Responsibilities

• Provide crisis intervention: Respond to incoming calls, chats, and texts on the 988 Lifeline with immediate support and intervention.
• Active Listening: Practice empathetic listening to understand contacts' emotions and needs.
• Assessment: Evaluate safety and risk using established protocols.
• Crisis De-escalation: Apply de-escalation techniques to stabilize contacts.
• Safety Planning: Collaborate to develop safety plans and coping strategies.
• Empowerment: Support contacts in identifying strengths and resilience.
• Resource Referrals: Connect to mental health services using vetted referrals.
• Documentation: Maintain confidential records in client management system.
• Confidentiality: Protect privacy under HIPAA and regulations.
• Follow-up: Schedule/perform follow-up contacts for continued support.
• Collaboration: Coordinate with clinicians, law enforcement, and EMS.
• Adherence to Protocols: Follow crisis intervention and escalation procedures.
• Continuous Training: Participate in ongoing training and professional development.
• Communication and Teamwork: Maintain clear communication with supervisors and team.
• Wellness: Engage in wellness plan and communicate needs.
• Other duties as assigned

Skills

Empathy

Detail-oriented

Interpersonal skills

Relationship management

Education

Bachelor’s degree in social work, psychology or related field

Master’s degree preferred

Job description

NAMI Chicago is seeking a remote-based 988 Lifeline Crisis Counselor to provide immediate crisis intervention via calls, chats, and texts. Training is provided; in Chicago area you may attend in-person trainings at the office when required.

You will conduct risk assessments, safety planning, and refer to community resources while maintaining confidentiality. Role requires empathy, strong communication, and ability to multitask across platforms.