Crisis Counselor

Location: Charleston, WV | Job Type: Full-Time

About the role

The 988 Crisis Counselor responds to incoming calls, chats, and texts to the 988 Suicide & Crisis Lifeline. Crisis Counselors provide a spectrum of support ranging from warmline emotional assistance to crisis de-escalation for individuals in immediate distress. This role helps people regain a sense of safety, stabilize emotionally, and access ongoing treatment or community referrals when appropriate. Using skills similar to reflective listening, motivational interviewing, crisis intervention, and trauma-informed care, 988 Crisis Counselors communicate with individuals experiencing emotional, mental health, or behavioral health challenges. Counselors must remain patient, empathetic, composed, and supportive while delivering high-quality care through electronic and telephonic modalities.

Responsibilities

• Answer incoming calls, chats, and texts with patience, empathy, and respect
• Provide crisis intervention, suicide prevention support, and brief supportive counseling
• Help individuals re-establish emotional safety and return to an appropriate level of functioning
• Refer clients to ongoing treatment services or other helplines based on assessed needs
• Initiate voluntary or involuntary 911 responses when required for safety
• Document interactions and demographic information accurately in designated databases
• Conduct follow-up outreach to check on client progress and ongoing needs
• Maintain strict confidentiality following HIPAA and applicable regulations
• Provide ethical, participant-centered services while preserving dignity and respect
• Participate in training, professional development, and skill-building programs
• Contribute to the organization’s quality assurance processes
• Obtain required CEUs to maintain any necessary licensure or certifications
• Adhere to all duty-to-warn and duty-of-care procedures when safety concerns arise
• Demonstrate reliable attendance and punctuality
• Follow all organizational policies, procedures, and guidelines

Requirements

• High School Diploma or GED required
• Bachelor’s degree in social work, psychology, behavioral health, or related field preferred
• Licensure or clinical certification given special consideration
• Experience in crisis intervention, counseling, or behavioral health preferred
• Excellent written and verbal communication skills
• Strong compassion and empathy; ability to respond without bias or judgment
• Ability to simultaneously document while engaging with individuals by phone, text, or chat
• Emotional stability and resilience to manage challenging crisis situations
• Ability to use sound judgment and demonstrate strong self-awareness
• High attention to detail, accuracy, and compliance