National Text and Chat Counselor
About The Position
CarePoint Response is seeking a 988 Text and Chat Crisis Counselor to provide support through the 988 Suicide & Crisis Lifeline digital platforms. The counselor responds to people experiencing emotional distress, suicidal thoughts, or mental health crises, offering immediate, compassionate support and helping them find safety and hope. The role uses empathy, active listening, and trauma-informed techniques to guide conversations professionally. This is a remote, full-time position with variable shifts: 7:00 a.m.–3:00 p.m. or 3:00 p.m.–11:00 p.m., on either Tuesday–Saturday or Sunday–Thursday. The position is based remotely in Philadelphia, Pennsylvania, and requires internet connectivity and a private, quiet workspace. A laptop and headset are provided.
Requirements
- High school diploma or equivalent.
- Strong typing and written communication skills.
- Crisis de-escalation skills.
- Comfort working with diverse populations, including LGBTQIA+ people, youth, and people experiencing active mental health or substance-related crises.
Nice To Haves
- Associate’s or bachelor’s degree in psychology, social work, counseling, or a 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.
- Provide referrals to local mental health services, shelters, substance use treatment, or other resources.
- Document interactions accurately and promptly in electronic records in accordance with agency and legal requirements.
- Participate in regular supervision, debriefings, and training sessions.
- Uphold confidentiality and comply with HIPAA and 988 Lifeline standards.
Benefits
- Medical, dental, and vision insurance.
- 403(b) retirement plan.
- Generous paid time off, including vacation, sick, personal, and holiday time.
- Tuition reimbursement.
- Professional development support.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
