Experienced National Text & Chat Crisis Counselor – 988 Suicide & Crisis Lifeline Digital Support Specialist

Join brighthush as a National Text & Chat Crisis Counselor

Are you passionate about making a tangible difference in people’s lives? Do you thrive in fast‑paced, high‑impact environments where every conversation can change a trajectory? brighthush, a leading nonprofit dedicated to transforming crisis care, is seeking a compassionate, skilled, and resilient National Text & Chat Crisis Counselor to join our expanding digital support team. This full‑time, remote role places you at the forefront of the 988 Suicide & Crisis Lifeline, connecting with individuals in distress through text and chat and providing immediate, evidence‑based care.

About brighthush

Founded in 1992, brighthush has grown into the nation’s most trusted crisis response system. We are the only comprehensive, community‑based 988 Lifeline in the region, delivering timely, culturally sensitive services to individuals and families facing mental health and substance use challenges. Our mission is simple yet powerful: to provide life‑saving support when it matters most, and to empower people to find safety, hope, and a path forward.

At brighthush, we believe that every crisis is an opportunity to demonstrate empathy, resilience, and expertise. Our team of dedicated counselors, supervisors, and support staff work collaboratively to create a safe, confidential, and inclusive environment for both clients and colleagues. We are proud of our reputation for innovation, compassion, and measurable impact, and we’re looking for a new team member who shares our vision.

Why This Role Matters

As a National Text & Chat Crisis Counselor, you will be the first line of support for individuals reaching out through the 988 Lifeline’s digital platforms. Your calm, compassionate presence will help de‑escalate crises, assess risk, and connect people with the resources they need to stay safe. You will:

• Respond promptly to incoming text and chat messages.
• Use active listening, empathy, and evidence‑based crisis intervention techniques.
• Conduct suicide risk assessments and coordinate with supervisors or emergency services when necessary.
• Maintain professional boundaries, cultural humility, and trauma‑informed care practices.
• Provide referrals to local mental health services, shelters, substance use treatment, and other community resources.
• Document all interactions accurately and promptly in electronic records, adhering to agency and legal requirements.
• Participate in regular supervision, debriefings, and ongoing training sessions.
• Uphold confidentiality and comply with HIPAA and 988 Lifeline standards.

Essential Qualifications

• High school diploma or equivalent (Associate’s or bachelor’s in psychology, social work, counseling, or a related field is preferred).
• Strong typing speed and written communication skills.
• Experience in crisis de‑escalation and active listening.
• Comfort working with diverse populations, including LGBTQIA+, youth, and individuals in active mental health or substance‑related crises.
• Ability to maintain composure under pressure and manage multiple conversations simultaneously.
• Proficiency with digital communication platforms and basic computer troubleshooting.
• Commitment to confidentiality and ethical practice.

Preferred Qualifications

• Associate’s or bachelor’s degree in psychology, social work, counseling, or a related field.
• Prior experience in a crisis counseling or mental health support role.
• Multilingual or bilingual proficiency (any language beyond English).
• Familiarity with 988 Lifeline protocols and best practices.
• Experience with electronic health record (EHR) systems.

Key Skills & Competencies

• Empathy & Compassion: Ability to connect with clients on a human level, offering genuine care and understanding.
• Active Listening: Skilled at picking up verbal and non‑verbal cues to assess emotional state and risk.
• Risk Assessment: Proficient in identifying signs of suicidal ideation, self‑harm, or other acute risks.
• Trauma‑Informed Care: Understanding of trauma dynamics and how to provide safe, respectful support.
• Communication: Clear, concise, and professional written communication.
• Problem‑Solving: Ability to think critically and quickly to provide appropriate referrals and solutions.
• Team Collaboration: Willingness to engage in supervision, debriefing, and peer support.
• Adaptability: Comfortable working variable shifts and adjusting to evolving client needs.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• Ongoing training in crisis intervention, trauma‑informed care, and cultural humility.
• Mentorship from experienced supervisors and senior counselors.
• Opportunities to advance into supervisory or program‑development roles.
• Tuition reimbursement for courses related to mental health, counseling, or social work.
• Participation in conferences, workshops, and industry events.

Work Environment & Culture

Our remote, flexible work model allows you to maintain a healthy work‑life balance while delivering critical support. You will receive:

• Fully equipped laptop and headset.
• Reliable high‑speed internet connectivity (you’ll be responsible for your own connection).
• A private, quiet workspace to ensure client confidentiality.
• Regular check‑ins and support from a collaborative team.

brighthush fosters a culture of respect, inclusion, and continuous improvement. We celebrate diversity, encourage open dialogue, and prioritize the well‑being of our staff. Our team is known for its camaraderie, resilience, and shared commitment to making a difference.

Compensation & Benefits

We offer a competitive hourly rate of $22.00–$25.50, commensurate with experience and qualifications. In addition to your base pay, you’ll enjoy:

• Comprehensive medical, dental, and vision insurance.
• 403(b) retirement plan with employer matching.
• Generous paid time off (vacation, sick, personal, and holidays).
• Tuition reimbursement and professional development support.
• Employee assistance program and mental health resources.
• Flexible scheduling with variable shifts to accommodate your lifestyle.

How to Apply

Ready to bring your compassion, expertise, and dedication to a role that truly matters? Click the link below to submit your application and join the brighthush family. We look forward to learning how you can help us shape the future of crisis care.

Apply to this job

Closing Statement

Every text, every chat, every conversation you handle has the potential to change a life. At brighthush, you’ll be part of a mission‑driven team that values your expertise, supports your growth, and celebrates your impact. If you’re ready to step into a role where your skills can save lives, we invite you to apply today. Together, we can bring hope, safety, and a brighter future to those in crisis.