988 Crisis Counselor - Full Time

NAMI Chicago • Chicago, IL

18h • Remote

About The Position

The 988 Crisis Counselor provides immediate support and intervention to people experiencing emotional distress and mental health crises through calls, chats, and texts to the 988 Suicide and Crisis Lifeline. Counselors use empathetic listening, risk assessment, de-escalation, safety planning, and resource referrals, following Lifeline standards and organizational protocols. The role may involve supporting people at imminent risk of harm to themselves or others.

Counselors document interactions confidentially, make follow-up contacts when appropriate, and coordinate with crisis response professionals such as mental health clinicians, law enforcement, and emergency medical personnel. The work requires strong communication, empathy, calmness under pressure, continuous multitasking, and effective use of multiple computer applications and platforms. Counselors participate in training, coaching, meetings, team huddles, and wellness activities, and are expected to communicate with supervisors and seek support as needed.

This is a full-time, 40-hour-per-week work-from-home position for candidates maintaining a private, confidential workspace in the Chicago area. It is not a work-from-anywhere role; employees must be able to attend requested in-person trainings and meetings at the Chicago office. Available schedules include overnight, day, and evening shifts, and schedules may change to meet agency and client needs. The Lifeline operates 24 hours a day, every day of the year, including holidays; employees are expected to work holidays that fall on their regular schedule unless PTO is approved or a shift is traded. Required onboarding training begins in person at the Chicago office, with subsequent training delivered virtually through live and self-paced formats.

Requirements

• Bachelor’s degree in social work, psychology, counseling, or a related field; alternatively, at least four years of professional counseling and case management experience with individuals or families experiencing homelessness or other related populations may be considered.
• One to five years of relevant experience providing counseling, crisis, or case management services to individuals or families experiencing behavioral health crises.
• Experience in telephonic outreach, crisis work, and case management.
• Familiarity with community resources and working with law enforcement and community organizations such as hospitals and outpatient clinics.
• Experience working with vulnerable populations.
• Strong interpersonal skills and the ability to build rapport with people in distress.
• Excellent verbal and written communication skills, including a clear and expressive speaking voice.
• Ability to work in a fast-paced, high-stress environment and remain focused amid regular interruptions.
• Flexibility and adaptability, including the ability to respond immediately to urgent situations.
• Empathy, compassion, and a nonjudgmental approach toward people experiencing mental health crises, including underrepresented and vulnerable populations and people with mental illness or substance use disorders.
• Willingness to work in a diverse environment across race, ethnicity, culture, sexual orientation, and gender.
• Familiarity with Chicagoland resources and mental health services.
• Self-awareness and commitment to personal wellness.
• Strong multitasking, organizational, attention-to-detail, problem-solving, and time-management skills.
• Ability to maintain a private, confidential, distraction-free workspace at home in the Chicago area.
• Ability to work over a private, secure, password-protected internet connection with a minimum speed of 300 Mbps and 10 Mbps upload.
• Ability to attend in-person trainings and meetings at the Chicago office as requested.
• Availability to work the assigned mix of shifts and scheduled holidays as required.

Nice To Haves

• Master’s degree.
• Previous experience at a suicide and crisis hotline.
• Certification in crisis intervention or suicide prevention.
• CADC, CRSS, or CPRS certification.
• Strong computer and technology skills for working across multiple platforms simultaneously.
• Typing speed of at least 35–40 words per minute.
• Current ASIST or SafeTALK certification; in-house SafeTALK training is provided quarterly.

Responsibilities

• Respond to incoming 988 calls, chats, and texts, providing immediate crisis support in accordance with Suicide Safety Policy standards.
• Use empathetic active-listening skills to understand contacts’ emotions, concerns, and needs.
• Assess safety and level of risk using established protocols, including the Lifeline Safety Assessment Model and its Four Core Principles.
• Use crisis de-escalation techniques to help contacts regain stability and a sense of control.
• Collaborate with contacts on safety plans, coping strategies, and supportive resources.
• Empower contacts to identify and use their strengths and coping mechanisms.
• Refer contacts to appropriate mental health services, mobile crisis teams, emergency departments, and community resources using NAMI Chicago’s vetted referral list.
• Maintain accurate, confidential records of interactions in NAMI Chicago and Vibrant’s client record management systems.
• Protect contacts’ privacy in accordance with HIPAA and other applicable laws, regulations, and organizational policies.
• Schedule or make follow-up contact with help seekers at an agreed-upon date and time.
• Coordinate with crisis response professionals, including mental health clinicians, law enforcement, and emergency medical personnel.
• Follow established crisis intervention, documentation, and emergency escalation protocols.
• Participate in ongoing training and professional development.
• Communicate with supervisors and crisis team staff, raise concerns promptly, and seek guidance or support when needed.
• Participate in on-shift huddles, coaching sessions, team and organizational meetings, scheduled trainings, and support for coworkers.
• Participate in a wellness plan, communicate support needs, and follow the organization’s Wellness policy.
• Attend scheduled virtual team meetings and in-person retreats.
• Perform other duties as assigned.

Benefits

• Company-sponsored wellness activities.
• Medical, dental, and vision benefits.
• Company-sponsored life and AD&D insurance and long-term disability.
• 401(k) retirement plan.
• Critical illness insurance, hospital indemnity, accident insurance, and short-term disability coverage.
• Generous paid time off.

What This Job Offers

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