Text Line Counselor

Final date to receive applications: 12 January 2026

Department: Crisis Services

Location: Oakland, CA

Compensation: $25.00 / hour

Position Title: Text Line Counselor

Reports to: Text Line Program Coordinators and Program Manager

Location: Eligible for remote work after initial training. Must permanently reside in California and be able to commute to office located in North Oakland. Must attend training on-site when specified by the training team.

Schedule: Full-time 32+ hours per week, 32 of which are direct service hours on text/chats and up to 8 hours of agency meetings and events. Non-exempt. Shift Schedule can be found here. [] Training Schedule can be found here. []

Pay: $25 per hour base pay with shift differentials (up to $5 per hour) for evening, weekend, and overnight shifts

Benefits: Employees who work more than 20hrs/week are eligible for medical, dental, and retirement plans.

The Text Counselor position answers texts through both our Local Alameda County Text Line and 988 Lifeline to provide crisis intervention, information, and referral services and to meet the needs of the community. The counselor will adhere to the highest possible ethical standards, and comply with program policy and procedures. This assignment is an opportunity to make a meaningful difference in the lives of others and work collaboratively with a team in an innovative and compassionate environment.

Open to emergency fill‑in shifts.

The Text Line Counselor reports to the Text Line Shift Supervisor for consultation on shifts and also to the Text Line Program Coordinators and Manager for supervision meetings. Counselors are required to receive at minimum 60 minutes of individual supervision per month and at minimum 1.5 hour of group supervision per week. All staff are also encouraged to attend remote staff meetings 2nd and 4th Wednesdays 9:30AM‑10:45AM.

• Provide direct service on our Alameda County Text Line and the 988 Text Line
• Respond to third‑party texters and chat visitors
• Provide outreach support to high‑risk contacts via phone call and text
• Actively engage with teammates during shift
• Accurately document staff hours in timesheets and MAA sheets
• Document contact notes for each and every chat and text session
• Utilize consultation as required
• After consultation with a supervisor, make outreach contacts and referrals to CPS, APS, and emergency services in a timely manner for mandated reporting and imminent risk situations
• Refer texters presenting with medium‑high risk for suicide to the follow‑up program
• Connect texters in crisis with the appropriate level of care
• Participate in weekly pod supervision
• Maintain confidentiality of other counselors and text/chat visitors
• Other duties as assigned

• Establish rapport, build connections with texters, and take responsibility for texter feedback
• Recognize that texter‑centered solutions and connectedness are key to providing crisis line intervention
• Display confidence and composure in crisis situations
• Communicate effectively and compassionately with volunteers, staff, and texters
• Work collaboratively with others and openness to constructive feedback
• Work independently using creativity and resourcefulness
• Continuously improve skills through supervision, research, and individual development
• Recognize the value that diversity and culture bring to an organization

• Answer incoming text/chat sessions on local text line and 988 Lifeline
• Utilize a wide range of crisis line interventions to meet the needs of text line clients
• Recommend blocking texters for up to 3 days who are using abusive, aggressive, or disruptive behavior
• Recommend breaking confidentiality for mandated reporting (consultation is mandatory). Agencies include CPS, APS, Ombudsman
• Recommend breaking confidentiality for imminent risk (consultation is mandatory). Agencies include crisis lines, community mental health agencies, local law enforcement, or a texter’s family member
• Recommend program policies, practices, and purchases that increase the effectiveness of the Text Line program