Crisis Response and Intervention: Provide emotional support and crisis intervention via 988 chat/text services. Conduct risk assessments, develop safety plans, and coordinate with emergency or child protection services when appropriate and with supervisory approval. Ensure timely, accurate, and confidential documentation of all interactions in accordance with agency and HIPAA standards.
Crisis Chat and Text Counselor
Organization: DeafLEAD
Job Type: Full Time,hourly (non-exempt)
Location: Remote
Reports To: Chat and Text Operations Manager
Start Date: December 1st, 2025
Salary Range: $17 - 21 Hourly*
*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.
Essential Functions
Crisis Response and Intervention: Provide emotional support and crisis intervention via 988 chat/text services. Conduct risk assessments, develop safety plans, perform follow up contacts, and coordinate with emergency or child protection services when appropriate and with supervisory approval. Ensure timely, accurate, and confidential documentation of all interactions in accordance with agency and HIPAA standards.
Quality Assurance and Compliance: Adhere to agency policies, procedures, and ethical standards. Participate in quality assurance reviews, monthly in-service meetings, and supervision sessions to ensure continuous improvement and service consistency.
Documentation and Communication: Maintain professional, clear, and timely communication with team members through Zoom, chat, and internal platforms. Ensure all follow-ups are completed using the approved method of contact.
Professional Growth and Education: Complete required annual trainings, maintain proficiency in crisis response practices, and engage in ongoing education, supervision, and performance evaluations.
Other Duties: Perform other duties as assigned to support the needs of the organization and the crisis response team.
Qualifications
- Must complete DeafLEAD's crisis intervention training (minimum 100 hours)
- 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 December 1 - 15. 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 AM 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 RequirementsMinimum 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 EnvironmentCollaborative 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 SecretAs 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.
InventionsAny 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, AR, AZ, CO, DC, FL, GA, IN, IA, KS, KY, LA, MD, MI, MN, MS, MO, NV, NJ, NM, NC, OK, PA, SC, TN, TX, UT, VT, VA, WI.
