Remote- Crisis Counselor

IMPORTANT NOTE:

At this time, we are only hiring employees from the following states:
Alabama, Arizona, Florida, Georgia, Louisiana, Missouri, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas, West Virginia, and Wyoming.

Note:

This is a fully remote position. We are seeking full-time, 40 hour employees. All shifts are 8.5 hours in length and both weekend days are required.

As part of their duties and responsibilities, all CONTACT employees are expected to consistently demonstrate the following:

• Deliver high-quality work within established timelines, maintaining focus and accountability whether working independently or with guidance.
• Engage respectfully and professionally with colleagues, supervisors, community partners, and individuals seeking services.
• Contribute meaningfully to team efforts, embracing collaboration as a core element of CONTACT’s mission and daily operations.
• Operate independently when needed, while maintaining strong communication and coordination with other team members to support shared goals and organizational continuity.
• Uphold a high level of integrity, responsibility, and trustworthiness when working remotely, ensuring confidentiality, appropriate use of time, and adherence to CONTACT’s standards in all settings.

CONTACT Care Line is East Tennessee’s first crisis hotline. Our 988 Crisis Program provides text and phone-based support for individuals experiencing emotional distress or suicidal crisis. Crisis Counselors are responsible for assessing suicide risk, offering compassionate support, ensuring timely documentation, and collaborating with visitors to create safety plans. In addition to responding on the front lines, counselors are expected to engage in follow-ups, maintain communication standards, and adhere to all clinical, legal, and operational guidelines.

CONTACT’s team culture values mutual support, professional growth, and a shared mission to make a difference - every single day.

Crisis Intervention and Support

• Respond to 988 chat, text, and telephone interactions in a timely and compassionate manner
• During chat-focused shifts, manage two concurrent chat interactions in alignment with the two-chat policy, while maintaining accuracy, professionalism, and timely responses.
• Assess and mitigate suicide risk using established protocols and safety planning procedures
• Deliver emotional support utilizing active listening and de-escalation skills
• Provide referrals to appropriate community resources as needed
• Follow all clinical and operational protocols across all shifts, including initiating phone contact in the event of disconnection with a high-risk visitor or during imminent risk (IR) situations
• Initiate and conduct follow-up outreach, when necessary, based on visitor needs and clinical services guidelines
• Participate in and complete training for both chat and phone-based services; maintain readiness to support visitors across all assigned mediums

Clinical Documentation and Communication

• Accurately and thoroughly document all visitor interactions in accordance with organizational procedures
• Complete documentation within 8 minutes per interaction, ensuring clinical details are clear, timely, and aligned with documentation standards
• Engage in SBAR (Situation, Background, Assessment, Recommendation) consultations for escalated visitor cases and mandatory reporting (MR) conversations
• Maintain an active presence in Slack during scheduled shifts, responding within 3 minutes to messages in designated work channels relevant to your role (e.g., shift chat consults, supervisor DMs, huddles from a supervisor or mentor). Social or general update channels do not require immediate…