988 Text/Chat Contact Specialist - Full Time

Contra Costa Crisis Center•Walnut Creek, CA

12d•Onsite

About The Position

The 988 Text/Chat Contact Specialist responds to calls from individuals seeking emotional support, crisis counseling, or suicide prevention assistance. Working as part of a collaborative team in our 24/7 call center, Chat/Text Contact Specialists help people in distress feel heard, supported, and safely connected to appropriate resources. This position reports to the Shift Supervisor and/or Center Manager and requires an on-site presence in Walnut Creek, CA.

Requirements

Commitment to working within Contra Costa Crisis Center’s Code of Ethics and organizational policies.
Experience and demonstrated ability to work effectively with racially, culturally, and economically diverse populations.
Strong verbal and written communication skills, including the ability to apply the structure of a crisis call using transitional phrases.
Proficiency with computers, databases, and online communication tools.
Demonstrated personal accountability, emotional maturity, and team participation.
Ability to apply the structure of a call/text/chat including transitional phrases
Ability to direct clients to appropriate resources.
Willingness to develop knowledge in trauma-informed care, grief and loss, mental health conditions, and boundary setting.

Nice To Haves

Bachelor’s degree in psychology, social welfare, counseling, or related field.
Spanish language fluency (spoken and written).
Flexible schedule with evening, weekend, and holiday availability.

Responsibilities

Respond to 988 text/chat as assigned on the 24/7 Crisis Lines and National Suicide Prevention Lifeline and 988 Text Line platform.
Provide compassionate, clinically informed crisis counseling to reduce distress and support caller safety.
Maintain accurate, timely documentation and uphold confidentiality standards.
Respond to after-hours community lines as assigned.
Build rapport with callers while maintaining professional boundaries.
Collaborate with peers, volunteers, and supervisors to ensure high-quality service delivery.
Communicate effectively and compassionately with text/chat contacts, staff and volunteers.
Engage in ongoing training, supervision, and certification (including American Association of Suicidology requirements).
Support and coach volunteer crisis counselors from a multicultural and inclusive perspective.