988 Crisis Counselor - Full Time

NAMI Chicago • Chicago, IL

15h • 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 on the 988 Suicide and Crisis Lifeline. Counselors use empathetic listening, risk assessment, de-escalation, safety planning, and referrals to help-seeking individuals, following Lifeline standards and organizational protocols. The work requires strong communication, calmness under pressure, multitasking, and rapid computer use across multiple applications and platforms.

This is a full-time, 40-hour work-from-home role for someone maintaining a private, confidential workspace at home within the Chicago area. The counselor must be able to attend in-person trainings, meetings, and retreats at the Chicago office as requested. Available shifts include overnight, day, and evening; schedules may change to meet agency and client needs. Because the center operates 24 hours a day, every day of the year, employees are expected to work holidays that fall on their regular schedule 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 facilitator-led and self-paced training is virtual. Counselors participate in ongoing training, coaching, meetings, wellness activities, and team collaboration. The role involves extended sitting and screen use, and requires flexibility around break timing when assisting someone in crisis.

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 people 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 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 in situations requiring immediate responses to urgent needs.
• Empathy, compassion, and a nonjudgmental approach to 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, confidential, distraction-free workspace at home in the Chicago area.
• Ability to work using a private, secure, password-protected internet connection with minimum speeds of 300 Mbps download and 10 Mbps upload.
• Ability to attend in-person training and meetings at the Chicago office as requested.

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 and troubleshooting multiple platforms.
• 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 crisis intervention in accordance with Lifeline Suicide Safety Policy standards.
• Use empathetic active listening to understand contacts’ emotions, concerns, and needs.
• Assess contacts’ safety and level of risk using established protocols, including the Lifeline Safety Assessment Model and its Four Core Principles.
• Use de-escalation techniques to help contacts regain control and stability.
• 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 in NAMI Chicago and Vibrant’s client record management systems, following privacy regulations and organizational policies.
• Protect contacts’ privacy rights under HIPAA and other applicable laws and regulations.
• Schedule or make follow-up contact with help seekers at a mutually agreed 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 frequently and effectively with supervisors and crisis team staff, promptly raising concerns and seeking guidance or support when needed.
• Participate in on-shift huddles, weekly coaching sessions, 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 quarterly 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 PTO.

What This Job Offers

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