988 Chat and Text Crisis Counselor (Full-Time, Remote)

Organization: DeafLEAD

Job Type: Full-time, hourly (non-exempt)

Location: Remote

Reports To: Chat and Text Operations Manager

Start Date: October 6th, 2025

Salary Range: $17 to $21 / hour

*External hires are usually brought on to DeafLEAD between the minimum to midpoint of the posted salary range depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role.

Position Summary

DeafLEAD is a non-profit organization that provides crisis intervention services to Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+ individuals and their families within the state of Missouri and nationwide. Our mission is to promote the emotional and physical well-being of consumers in a safe and respectful environment utilizing a consumer-centered, trauma-informed approach.We are committed to providing a variety of services to effectively meet the changing needs within the Deaf community. These services include (but are not limited to): crisis intervention, safety planning, legal/medical/personal advocacy, case management, crisis videophone/text/chat/hotline services, mental health services, training, and interpreting.DeafLEAD is looking to hire full-time (40 hours a week) crisis counselors to join an exciting, supportive, and engaging team that provides crisis intervention services as part of the 988 Suicide and Crisis Lifeline Chat and Text network.

DeafLEAD is a non-profit organization that provides crisis intervention services to Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+ individuals and their families within the state of Missouri and nationwide. Our mission is to promote the emotional and physical well-being of consumers in a safe and respectful environment utilizing a consumer-centered, trauma-informed approach.

We are committed to providing a variety of services to effectively meet the changing needs within the Deaf community. These services include (but are not limited to): crisis intervention, safety planning, legal/medical/personal advocacy, case management, crisis videophone/text/chat/hotline services, mental health services, training, and interpreting

DeafLEAD is looking to hire full-time (40 hours a week) crisis counselors to join an exciting, supportive, and engaging team that provides crisis intervention services as part of the 988 Suicide and Crisis Lifeline Chat and Text network.

Key Responsibilities

• Follow DeafLEAD’s policies and procedures
• Believe in DeafLEAD’s philosophy and goals as stated in Summary of Organization
• Provide emotional support and crisis management services via the Lifeline chat/text network
• Develop action plans and safety plans with everyone who visits the chat/text line
• Notify child abuse services when appropriate
• Notify emergency services for intervention when appropriate
• Complete assigned follow-ups with crisis line visitors via text, email, or phone call if applicable
• Ensure documentation of all chats and texts is completed accurately and thoroughly
• Attend quarterly evaluations with the Quality Improvement team, and additional evaluations as needed
• Attend all monthly agency in-service meetings
• Successfully complete all Lifeline required trainings annually, as well as other trainings and certifications as assigned.
• Consult with Shift Supervisor, Senior Crisis Counselors, Program Managers, and Program Director as needed regarding questionable cases
• Other duties as assigned

Qualifications

• Must complete DeafLEAD’s 40-hour crisis intervention training
• Minimum age of 18
• Caring and empathetic person
• Exceptional English writing and reading comprehension skills
• Basic computer literacy, including proficiency in using essential software such as Zoom, Google Chrome, and standard office applications, along with the ability to adapt to and learn new technological tools efficiently.
• Ability to remain calm in crisis situations
• Bachelor’s degree or higher in psychology, social work, or related field preferred, but not required
• Previous experience working in crisis management or mental health preferred.
• An ability to work with people of various backgrounds and identities (e.g., race, color, gender, ability, religion, veteran status, etc.)
• Must be able to pass a background check
• Ability to attend all training dates without conflict (see Training section below).
• Access to reliable internet and a desktop or laptop computer that can both utilize Zoom and a web browser simultaneously (Google Chrome recommended).
• Applicants must have access to a private, secure workspace that ensures confidentiality, privacy, and freedom from external distractions.

Training

• Hired applicants will be expected to attend and complete DeafLEAD's crisis line training. Following training, counselors will complete a minimum of 40 hours of shadowing senior crisis counselors on crisis chat/text shifts. Hired counselors must attend the entirety of the training without conflicting outside commitments
• Crisis Counselor training will take place October 6 - 22. Training is Monday - Friday from 9 AM to 5 PM CST during the time period outlined. Upon hiring, a more detailed training agenda will be provided prior to the start of the training period.

Compensation

• $17 to $21 an hour
• Shift differentials are paid for hours worked between 5 PM and 7 AM as well as on weekends (Friday - Sunday)
  • Monday - Thursday, 5 PM to 11 PM CST: Additional $1 an hour
  • Friday - Sunday, 5 PM to 11 PM CST: Additional $2 an hour
  • Monday - Thursday, 11 PM to 7 AM CST: Additional $3 an hour
  • Friday - Sunday, 11 PM to 7 PM CST: Additional $4 an hour
• Paid time off

*External hires are usually brought on to DeafLEAD between the minimum and midpoint of the posted salary range, depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role.

Technology Requirements

Minimum Tech Specs for Crisis Counselors

1. Computer

• Processor: Intel Core i5 (10th Gen+) / AMD Ryzen 5 (3rd Gen+)
• RAM: 8GB minimum (16GB recommended)
• OS: Windows 10/11 (64-bit) or macOS 11+
• Storage: 256GB SSD+ recommended

2. Internet & Network

• Speed: 50 Mbps download / 10 Mbps upload minimum
• Connection: Wired Ethernet preferred for stability

3. Audio & Video

• A working webcam and microphone is required to complete training and work all shifts. All crisis line staff are eligible to have a web cam and microphone provided to them upon completion of training.

Work Environment

Collaborative Virtual Workspace: DeafLEAD crisis line counselors work shifts on Zoom alongside fellow counselors and shift supervisors to foster connection, engagement, and support.

Camera Requirement: During training and while on shift, staff are expected to be on camera to actively participate and engage with their peers. Since DeafLEAD fosters an inclusive environment for Deaf and hard-of-hearing staff, maintaining clear visibility on camera is important for communication.

Distraction-free space: Staff should work in an environment free from background noise, visual distractions, and interruptions to ensure full engagement with chats, texts, and team interactions. This means working in a private space where conversations cannot be overheard and where movement, flashing lights, or other visual distractions are minimized.

DeafLEAD is committed to creating an inclusive and accessible work environment. This role requires empathy, adaptability, and cultural awareness, particularly in supporting employees who are Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+.

Confidentiality and Nondisclosure of Trade Secret

As a condition of employment, DeafLEAD employees are required to protect the confidentiality of DeafLEAD trade secrets, proprietary information, and confidential commercially sensitive information (i.e., financial or sales records/reports, marketing or business strategies/plans, product development, customer lists, patents, trademarks, etc.) related to DeafLEAD. Access to this information should be limited to a “need to know” basis and should not be used for personal benefit, disclosed, or released without prior authorization from management.

If you have information that leads you to suspect that employees are sharing such information in violation of this policy and/or competitors are obtaining such information, you are required to inform DeafLEAD’s PEO partner.

Violation of this policy may result in disciplinary action up to and including termination and may subject the violator to civil liability.

Inventions

Any invention created, in whole or in part, during your work hours, or from the use of equipment or facilities belonging to DeafLEAD and DeafLEAD's PEO partner, is a “work for hire” and is the property of DeafLEAD.

If you intend to develop and maintain property rights to any invention that relates in any way to products or services of DeafLEAD, you are required to obtain a written waiver of this policy, signed by both you and the CEO of DeafLEAD.

DeafLEAD is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

DeafLEAD hires remote candidates in the following states:

AL, AZ, CO, DC, FL, GA, IA, IN, KS, KY, LA, MD, MN, MO, MS, NC, NJ, NM, NV, OK, SC, TN, TX, UT, VA, and WI.

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