Experienced 988 Text and Chat Crisis Counselor – Remote, Full‑Time, 11 pm–7 am Shifts – Join brighthush’s Compassionate Crisis Response Team
About brighthush
brighthush is a nationally recognized nonprofit that has been at the forefront of behavioral health crisis care since 1992. As Baltimore’s only comprehensive crisis response system, we provide timely, community‑based services to individuals and families navigating mental health and substance use challenges. Our mission is simple yet profound: to offer calm, compassionate, and life‑saving care whenever someone needs it most.
Why This Role Matters
In a world where mental health crises can arise at any moment, the 988 Suicide & Crisis Lifeline serves as a lifeline for millions. As a 988 Text and Chat Crisis Counselor at brighthush, you will be the first line of support for people reaching out through digital platforms. Your words, empathy, and expertise can mean the difference between a moment of despair and a path toward safety and hope.
Key Responsibilities
- Prompt Response: Quickly acknowledge and respond to incoming text and chat messages via the 988 Lifeline platform, ensuring no one is left waiting for help.
- Active Listening & Empathy: Engage users with genuine care, employing evidence‑based crisis intervention techniques and trauma‑informed practices.
- Risk Assessment: Conduct thorough suicide risk assessments, identify red flags, and determine the appropriate level of intervention.
- Escalation Protocols: Escalate high‑risk situations to supervisors or emergency services in a timely and coordinated manner.
- Referral Services: Connect individuals with local mental health resources, shelters, substance use treatment programs, or other community supports.
- Documentation: Accurately record all interactions in electronic records, adhering to agency, legal, and HIPAA requirements.
- Supervision & Training: Participate in regular supervision, debriefings, and ongoing training sessions to refine skills and maintain professional growth.
- Confidentiality & Boundaries: Maintain strict confidentiality, uphold professional boundaries, and practice cultural humility at all times.
Essential Qualifications
- High school diploma or equivalent; an associate’s or bachelor’s degree in psychology, social work, counseling, or a related field is preferred.
- Demonstrated strong typing, written communication, and crisis de‑escalation skills.
- Comfortable working with diverse populations, including LGBTQIA+, youth, and individuals in active mental health or substance‑related crises.
- Experience with remote work environments and reliable internet connectivity.
- Adherence to HIPAA and confidentiality standards.
Preferred Qualifications
- Bilingual or multilingual abilities to serve a broader range of callers.
- Prior experience in a crisis counseling or mental health support role.
- Familiarity with the 988 Lifeline platform or similar digital crisis response systems.
- Certification in suicide prevention or related training.
Skills & Competencies
- Empathy & Compassion: Ability to connect with individuals in distress and convey genuine care.
- Active Listening: Skillful listening to understand underlying emotions and needs.
- Critical Thinking: Quick assessment of risk and appropriate intervention strategies.
- Communication: Clear, concise, and supportive written communication.
- Resilience: Capacity to manage emotional demands and maintain personal well‑being.
- Team Collaboration: Willingness to work with supervisors, peers, and community partners.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and fostering professional development. As a 988 Text and Chat Crisis Counselor, you will have access to:
- Ongoing training in evidence‑based crisis intervention, trauma‑informed care, and cultural humility.
- Mentorship from seasoned crisis counselors and supervisors.
- Opportunities to advance into supervisory or program‑development roles.
- Access to tuition reimbursement for advanced degrees or certifications.
- Participation in research and innovation projects shaping the future of crisis care.
Work Environment & Equipment
This is a fully remote position. You will receive:
- A laptop and headset to facilitate clear communication.
- Guidelines for creating a private, quiet workspace that meets HIPAA standards.
- Flexible scheduling within the 11:00 pm–7:00 am shift window, Tuesday–Saturday and Sunday–Thursday.
Compensation, Perks & Benefits
We offer a competitive hourly rate of $22.00–$25.50, depending on experience and qualifications. In addition, brighthush provides:
- Medical, dental, and vision insurance.
- 403(b) retirement plan with employer matching.
- Generous paid time off, including vacation, sick leave, personal days, and holidays.
- Tuition reimbursement and professional development support.
- Access to mental health resources for staff and their families.
- Regular wellness check‑ins and peer support groups.
Our Culture at brighthush
We are a team of dedicated professionals who share a common purpose: to make a tangible difference in people’s lives during their most vulnerable moments. Our culture is built on:
- Respect for diversity and inclusion.
- Transparency and open communication.
- A commitment to continuous learning and innovation.
- Work‑life balance, even in the demanding field of crisis response.
How to Apply
If you are passionate about providing compassionate, evidence‑based support to those in crisis, we encourage you to apply today. Join brighthush and become a guiding force for change in the lives of countless individuals and families.