Text and Chat Counselor (11786)

CarePoint Response•Baltimore, MD

6d•$22 - $24•Remote

About The Position

CarePoint Response is seeking a 988 Text and Chat Crisis Counselor to join their expanding crisis services team. This role serves as the first line of support for individuals reaching out through the 988 Suicide & Crisis Lifeline digital platforms. The counselor will offer calm, compassionate, and life-saving care through text and chat to people experiencing emotional distress, suicidal thoughts, or mental health crises. Responsibilities include providing immediate support, conducting risk assessments, and helping individuals find safety and hope. The role requires using empathy, active listening, and trauma-informed techniques to guide conversations with care and professionalism.

Requirements

High school diploma or equivalent
Strong typing skills
Strong written communication skills
Crisis de-escalation skills
Comfort working with diverse populations, including LGBTQIA+, youth, people in active mental health or substance-related crisis.
Required internet connectivity
Must adhere to all HIPAA and confidentiality requirements

Nice To Haves

Associate’s or bachelor’s in psychology, social work, counseling, or related field
Bilingual or multilingual skills

Responsibilities

Respond promptly to incoming text and chat messages through the 988 Lifeline platform.
Engage with users using active listening, empathy, and evidence-based crisis intervention techniques.
Conduct suicide risk assessments and escalate high-risk situations to supervisors or emergency services as needed.
Maintain professional boundaries, cultural humility, and trauma-informed care practices at all times.
Provide appropriate referrals to local mental health services, shelter, substance use treatment, or other resources.
Document all interactions accurately and promptly in electronic records per agency and legal requirements.
Participate in regular supervision, debriefings, and training sessions.
Uphold confidentiality and adhere to HIPAA and 988 Lifeline standards.