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

CarePoint Response is a nationally recognized nonprofit and Baltimore’s only comprehensive crisis response system. Since 1992, we’ve been at the forefront of behavioral health crisis care — providing timely, community-based services for individuals and families experiencing mental health and substance use challenges.

About the role

We’re seeking a 988 Text and Chat Crisis Counselor to join CarePoint Response as part of our expanding crisis services team. In this role, you’ll 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. You’ll connect with people experiencing emotional distress, suicidal thoughts, or mental health crises — providing immediate support, conducting risk assessments, and helping individuals find safety and hope in difficult moments. Using empathy, active listening, and trauma-informed techniques, you’ll guide each conversation with care and professionalism.

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

Requirements

• 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

Work Environment

• Remote position with required internet connectivity and private, quiet workspace
• Equipment provided (laptop, headset)
• Must adhere to all HIPAA and confidentiality requirements

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