Text Counselor

Final date to receive applications: 21 June 2026

Department: Crisis Services

Location: Oakland, CA

Compensation: $25.00 / hour

Shift Differential Eligibility: up to $5 per hour for evening, weekend, and overnight shifts

Eligibility for Remote Work: 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.

Benefits: Medical, Dental, Vision insurance eligibility. Retirement plan eligibility with 2% employer match. 13 paid holidays. Paid sick time off, paid vacation and paid floating holidays available.

Start Date: July 9, 2026

Training

Schedule:

Shift

Schedule:

The Text Line 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.

You must also be open for emergency fill‑in shifts.

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

The Text Line Counselor has authority for the following actions:

• 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)‑ another crisis line or community mental health agency, local law enforcement agency, or a texter’s family member.
• Recommend program policies, practices, and purchases that increase the effectiveness of the Text Line program.

• 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 remain open to constructive feedback.
• Work independently using creativity and resourcefulness.
• Willingness to continuously improve skills through supervision, research, and individual development.
• 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 text and phone call as needed.
• 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.
• Actively participate in weekly pod supervision.
• Maintain confidentiality of other counselors and text/chat visitors.

• Requires comparable mental health work experience or graduation from an accredited college or university with an associate's or bachelor's degree in a social science or closely‑related field.
• Comfortable with…