988 Contact Specialist

Contra Costa Crisis Center • Walnut Creek, CA

16d • $25 - $28 • Onsite

About The Position

The 988 Contact Specialist responds to calls, texts, and chats from individuals seeking emotional support, crisis counseling, or suicide prevention assistance. Working as part of a collaborative team in our 24/7 call center, 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.

Requirements

• 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 direct callers to appropriate non–law-enforcement resources.
• Willingness to develop knowledge in trauma-informed care, grief and loss, mental health conditions, and boundary setting.

Nice To Haves

• 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.

Responsibilities

• Respond to 988 calls on the National Suicide Prevention Lifeline & 988 CA 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.
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level