National Text and Chat Crisis Counselor – 988 Lifeline Support Specialist for Remote Mental Health Services

About brighthush

brighthush is a pioneering nonprofit organization dedicated to transforming crisis response across the United States. Since 1992, we have been the nation’s leading provider of comprehensive, community‑based behavioral health services, offering timely, compassionate care to individuals and families facing mental health and substance use challenges. Our mission is simple yet powerful: to provide life‑saving support whenever and wherever it is needed, using the latest technology and evidence‑based practices.

Why This Role Matters

In a world where mental health crises are increasingly visible, the 988 Suicide & Crisis Lifeline has become a lifeline for millions. As a National Text and Chat Crisis Counselor at brighthush, you will be the first point of contact for people reaching out through digital platforms. Your calm, empathetic presence can mean the difference between despair and hope. This role is not just a job; it is a chance to be a guiding light in someone’s darkest moments.

Key Responsibilities

• Respond promptly to incoming text and chat messages via the 988 Lifeline platform, ensuring a 24/7 presence.
• Engage users with active listening, empathy, and evidence‑based crisis intervention techniques.
• Conduct thorough suicide risk assessments and, when necessary, elevate high‑risk situations to supervisors or emergency services.
• Maintain professional boundaries, cultural humility, and trauma‑informed care practices at all times.
• Provide appropriate referrals to local mental health services, shelters, substance use treatment, or 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 to refine skills and stay current with best practices.
• Uphold confidentiality and comply with HIPAA and 988 Lifeline standards at every step.

Essential Qualifications

• High school diploma or GED (Associate’s or bachelor’s degree in psychology, social work, counseling, or a related field is preferred).
• Strong typing skills and exceptional written communication abilities.
• Experience in crisis de‑escalation, active listening, and empathy‑driven support.
• Comfort working with diverse populations, including LGBTQIA+ individuals, youth, and people experiencing active mental health or substance‑related crises.
• Ability to work independently in a remote setting, with reliable internet connectivity and a private, quiet workspace.

Preferred Qualifications

• Bilingual or multilingual proficiency (e.g., Spanish, French, Mandarin) to serve a broader community.
• Prior experience with the 988 Lifeline or similar crisis hotlines.
• Familiarity with electronic health record (EHR) systems and data entry protocols.
• Certification in crisis intervention or related fields (e.g., Certified Crisis Counselor).

Skills & Competencies

• Empathy & Compassion: Genuine care for others, with the ability to connect on a human level.
• Active Listening: Attentive listening, reflecting, and clarifying to ensure understanding.
• Risk Assessment: Ability to identify warning signs, assess risk levels, and take appropriate action.
• Communication: Clear, concise, and respectful written communication.
• Time Management: Efficiently handle multiple conversations while maintaining quality.
• Resilience: Maintain emotional stability and self‑care practices in high‑stress environments.
• Technology Proficiency: Comfortable using digital platforms, chat software, and basic troubleshooting.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering professional development. As a National Text and Chat Crisis Counselor, you will have access to:

• Ongoing training in the latest crisis intervention techniques, trauma‑informed care, and cultural competency.
• Mentorship from seasoned crisis counselors and leadership teams.
• Opportunities to advance into supervisory or program‑development roles.
• Cross‑functional projects that shape the future of digital crisis care.
• Tuition reimbursement for relevant graduate courses or certifications.

Work Environment & Company Culture

brighthush champions a culture of compassion, innovation, and collaboration. Even though this role is remote, you will be part of a vibrant, supportive community:

• Regular virtual team huddles and peer‑support circles.
• Access to a digital library of resources, webinars, and best‑practice guides.
• Flexible scheduling that respects your personal life while ensuring 24/7 coverage.
• A commitment to diversity, equity, and inclusion, reflected in our hiring practices and daily interactions.
• Recognition programs that celebrate milestones, achievements, and acts of kindness.

Compensation & Benefits

While the base hourly rate ranges from $22.00 to $25.50, brighthush offers a comprehensive benefits package designed to support your well‑being:

• Medical, Dental, and Vision Insurance for you and your family.
• 403(b) Retirement Plan with employer matching.
• Generous Paid Time Off (PTO) – vacation, sick, personal, and holidays.
• Health and wellness stipend to support mental and physical health.
• Technology stipend for home office upgrades.
• Professional development budget for conferences, courses, and certifications.

How to Apply

Ready to make a tangible difference in people’s lives? Join brighthush and become a vital part of a national movement to provide compassionate, life‑saving crisis support. Submit your application today and help us bring hope to those who need it most.