988 Crisis Counselor - Full Time Float

NAMI Chicago•Chicago, IL

10h•Remote

About The Position

The 988 Crisis Counselor provides immediate support and intervention to people experiencing emotional distress or mental health crises through calls, chats, and texts to the 988 Suicide and Crisis Lifeline. The role uses empathetic listening, risk assessment, de-escalation, safety planning, empowerment, and referrals to help-seeking individuals. Counselors document interactions confidentially, conduct follow-up when appropriate, coordinate with other crisis response professionals, and follow established safety and escalation protocols. This is a full-time, 40-hour work-from-home position for someone located in the Chicago area, with a private, confidential workspace and the ability to attend in-person trainings and meetings at the Chicago office. The float schedule varies between day/evening or evening/overnight shifts to cover schedule gaps. Weekly schedules are provided at least 10 days in advance, and employees will not work more than five consecutive days. The Lifeline operates every day, including holidays, so employees may be expected to work holidays when their regular schedule falls on one, unless PTO is approved or a shift is traded. Employees must complete required training before answering Lifeline contacts. The first training day is in person at the Chicago office; subsequent training is virtual, using live and self-paced instruction. The role involves substantial computer use, simultaneous work across platforms, and extended periods sitting and looking at screens. Breaks are mandatory, though their timing may vary when a counselor is assisting someone in crisis. Counselors participate in ongoing training, coaching, team activities, and wellness practices.

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 in lieu of the education requirement.
One to five years of relevant counseling, crisis, or case management experience with 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 ability to build rapport with contacts 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, with commitment to serving underrepresented and vulnerable populations.
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 prioritizing personal wellness.
Exceptional multitasking and organizational skills, including attention to detail, problem-solving, and time management.
Ability to maintain a private, distraction-free workspace at home and 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 training, meetings, and retreats at the Chicago office as requested.

Nice To Haves

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, including the ability to work across multiple platforms and troubleshoot them.
Typing speed of at least 35–40 WPM.
Current ASIST or SafeTALK certification; in-house SafeTALK training is provided quarterly.

Responsibilities

Respond to incoming 988 Lifeline calls, chats, and texts, providing immediate crisis intervention in accordance with Lifeline safety policies.
Use empathetic active listening to understand contacts’ emotions, concerns, and needs.
Assess contacts’ safety and level of risk using established protocols, including the 988 Lifeline Safety Assessment Model and its Four Core Principles.
Use de-escalation techniques to help contacts regain control and stability.
Collaborate with contacts to develop safety plans and identify coping strategies and supportive resources.
Help contacts recognize their strengths and coping mechanisms, supporting agency and resilience.
Refer contacts to appropriate mental health services, mobile crisis teams, emergency departments, and community resources using NAMI Chicago’s vetted referral list.
Maintain accurate and confidential interaction records using NAMI Chicago and Vibrant’s client record management system, in compliance with privacy requirements and organizational policies.
Protect contacts’ privacy rights under HIPAA and other applicable laws and regulations.
Schedule or conduct follow-up contact at a time agreed upon with the help seeker.
Coordinate with mental health clinicians, law enforcement, emergency medical personnel, and other crisis response professionals.
Follow established procedures for crisis intervention, documentation, and emergency escalation.
Participate in ongoing training and professional development.
Communicate frequently with supervisors and crisis team staff during shifts, promptly raise concerns, and seek guidance when needed.
Participate in on-shift huddles, weekly coaching, team and organizational meetings, scheduled trainings, and support for coworkers.
Participate in a wellness plan, communicate support needs, and adhere to the organization’s Wellness policy.
Attend scheduled virtual team meetings and in-person retreats.