988 Crisis Counselor - Part Time

NAMI Chicago•Chicago, IL

17h•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 on the 988 Suicide and Crisis Lifeline. The counselor uses empathetic listening, risk assessment, de-escalation, safety planning, and referrals to help contacts access support. The role requires remaining calm under pressure while multitasking and working quickly across computer applications and platforms. This is a part-time work-from-home position for someone located in the Chicago area. The employee must maintain a private, confidential workspace and attend in-person trainings and meetings at the Chicago office when requested. Available schedules include overnight, day, and evening shifts; schedules may change to meet agency and client needs. The Lifeline operates 24 hours a day, every day of the year, including holidays, and employees are expected to work holidays that fall on their regular schedules unless PTO is approved or a shift is traded. Before answering Lifeline contacts, employees must complete required training. The first training day takes place in person at the Chicago office, with subsequent training completed virtually through live and self-paced modalities. Facilitator-led training takes place on weekdays, while self-guided work must be completed during the week it is assigned. The role includes ongoing communication with supervisors and crisis team staff, participation in huddles, coaching, meetings, and training, and active attention to personal wellness. The work may involve supporting people at imminent risk of harm to themselves or others.

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 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 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 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.
Strong multitasking and organizational skills, including attention to detail, problem-solving, and time management.
Ability to maintain a private, confidential, distraction-free home workspace in the Chicago area.
Ability to work using 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.
Ability to complete the required pre-service training before answering 988 Lifeline contacts.

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, including working across multiple platforms simultaneously and troubleshooting 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 calls, chats, and texts, providing immediate support in accordance with Lifeline Suicide Safety Policy standards.
Use empathetic active-listening skills 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 a sense of control and stability.
Collaborate with contacts on safety plans, coping strategies, and supportive resources.
Empower contacts to identify their strengths and coping mechanisms.
Refer contacts to appropriate mental health services 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 system, following privacy regulations and organizational policies.
Protect contacts’ privacy in accordance with 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 protocols for crisis intervention, documentation, and emergency escalation.
Participate in ongoing training and professional development.
Communicate throughout shifts with supervisors and crisis team staff, promptly raising concerns and seeking guidance when needed.
Participate in on-shift huddles, weekly coaching sessions, team and organizational meetings, scheduled trainings, and support for coworkers.
Actively participate in a wellness plan, communicate support needs, and follow the organization’s Wellness policy.
Perform other duties as assigned.