Text and Chat Counselor (Full-Time) (11786)

About the role

CarePoint Response is a nationally recognized nonprofit and Baltimore’s only comprehensive crisis response system. Since 1992, we’ve provided timely, community‑based services for individuals and families experiencing mental health and substance use challenges. As a 988 Text and Chat Crisis Counselor, you will be the first line of support for individuals reaching out through the 988 Suicide & Crisis Lifeline digital platforms, offering calm, compassionate, and life‑saving care through text and chat.

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

Qualifications

• High school diploma or equivalent (Associate’s or bachelor’s in psychology, social work, counseling, or related field preferred)
• Strong typing, written communication, and crisis de‑escalation skills
• Comfort working with diverse populations, including LGBTQIA+, youth, people in active mental health or substance‑related crisis
• Bilingual or multilingual skills are preferred

Benefits

• Medical, Dental, and Vision Insurance
• 403(b) Retirement Plan
• Generous PTO – Vacation, Sick, Personal, and Holidays
• Tuition Reimbursement & Professional Development Support

Pay

$22.00‑$25.50 Hourly

Schedule

Full‑Time | Shifts: 7:00AM‑3:00PM, 3:00PM‑11:00PM, 11:00PM‑7:00AM | Monday‑Friday