Seasoned Remote Overnight Crisis Chat/Text Trainer Team Lead (QMHP) – 24/7 Suicide Crisis Lifeline Support at brighthush

About brighthush and the 988 Suicide Crisis Lifeline

brighthush has been a cornerstone of behavioral health care for more than five decades, delivering compassionate, evidence‑based services to adults, children, and families across the region. Our mission is to transform lives by providing timely, high‑quality mental health support that addresses the full spectrum of challenges—from substance use disorders to developmental and emotional difficulties.

In partnership with the national 988 Suicide Crisis Lifeline, brighthush operates a 24/7, toll‑free phone and text service that connects anyone in crisis with a qualified mental health professional. Our chat and text clinicians are the first line of defense for individuals experiencing emotional distress, suicidal thoughts, or other urgent mental health emergencies. By offering immediate, life‑saving support, we help prevent tragedies and guide callers toward lasting recovery.

Why Join brighthush?

• Impactful Work: Every chat, text, and risk assessment you facilitate can be the difference between a life saved and a tragedy.
• Remote Flexibility: Work from anywhere while maintaining a healthy work‑life balance.
• Professional Growth: Lead a high‑performing team, develop training programs, and gain leadership experience in a dynamic field.
• Inclusive Culture: We celebrate diversity, promote equity, and foster a trauma‑informed workplace where every voice matters.
• Competitive Compensation: Base pay plus differential shift premiums, crisis stipend, and a comprehensive benefits package.
• Recognition & Rewards: Regular acknowledgment of outstanding service, innovation, and teamwork.
• Community Impact: Your work directly contributes to the safety and well‑being of thousands of individuals each year.

Key Responsibilities

As the Remote Overnight Crisis Chat/Text Trainer Team Lead, you will be the linchpin of our overnight operations, ensuring that every chat and text interaction meets the highest standards of safety, empathy, and professionalism. Your role will blend clinical expertise, leadership, and continuous improvement to elevate the quality of care delivered by our team.

• Team Leadership & Coaching: Supervise a team of Qualified Mental Health Professionals (QMHPs), providing daily briefings, performance feedback, and ongoing coaching to enhance clinical skills and client outcomes.
• Training Development: Design, deliver, and refine chat/text training modules for new and existing clinicians, covering crisis response protocols, risk assessment, de‑escalation techniques, and documentation best practices.
• Quality Assurance: Review a representative sample of chat and text transcripts, evaluate documentation accuracy, and identify areas for improvement. Provide constructive feedback and facilitate corrective action plans.
• Real‑Time Support: Intervene in high‑risk or complex cases by providing direct chat/text assistance, risk assessment, and coordination with local law enforcement partners (brighthush).
• Risk Management: Conduct thorough risk assessments, determine appropriate safety plans, and initiate emergency protocols when necessary.
• Collaboration: Work closely with the Licensed Professional Health Administrator (LPHA) and other clinical leaders to align training, quality metrics, and operational goals.
• Data & Reporting: Maintain accurate logs of chat volume, response times, risk outcomes, and training metrics. Generate weekly reports for senior leadership.
• Trauma‑Sensitive Practice: Champion a trauma‑informed environment by modeling respectful communication, encouraging self‑care, and ensuring that all staff adhere to best practices for sensitive care.
• Continuous Improvement: Stay current on emerging research, policy changes, and technology advancements in crisis intervention and incorporate them into training and practice.
• Mentorship & Succession Planning: Identify high‑potential team members and create individualized development plans to prepare them for future leadership roles.

Essential Qualifications

• Bachelor’s degree in Psychology, Social Work, Counseling, or a related behavioral health field from an accredited institution.
• Valid driver’s license with a clean driving record (required for occasional on‑site visits).
• Minimum of 2 years of experience in crisis or mental health services, preferably with chat/text or telehealth modalities.
• Strong knowledge of suicide risk assessment tools, safety planning, and crisis intervention protocols.
• Excellent written communication skills and proficiency in documenting clinical encounters in electronic health record (EHR) systems.
• Demonstrated ability to lead, mentor, and motivate a team in a fast‑paced, high‑pressure environment.
• Proficiency in Microsoft Office Suite, Zoom, and other virtual collaboration tools.
• Commitment to maintaining a trauma‑sensitive workplace and adhering to ethical standards of practice.

Preferred Qualifications

• Licensed Professional Counselor (LPC), Licensed Clinical Social Worker (LCSW), Licensed Marriage and Family Therapist (LMFT), or equivalent licensure.
• Experience with the 988 Suicide Crisis Lifeline or similar national crisis services.
• Bilingual proficiency (English plus another language) – candidates may receive additional compensation for language skills.
• Background in training development, curriculum design, or instructional technology.
• Familiarity with data analytics and quality improvement frameworks (e.g., Six Sigma, Lean).

Core Skills & Competencies

• Clinical Expertise: Deep understanding of mental health disorders, crisis dynamics, and evidence‑based interventions.
• Leadership & Coaching: Ability to inspire, develop, and hold a team accountable for high‑quality care.
• Communication: Clear, concise, and compassionate written communication; adept at virtual collaboration.
• Problem‑Solving: Quick decision‑making under pressure, with a focus on safety and client well‑being.
• Adaptability: Comfortable with evolving protocols, technology, and shifting caseload demands.
• Empathy & Cultural Competence: Sensitivity to diverse backgrounds, identities, and experiences.
• Data‑Driven: Ability to analyze metrics, identify trends, and implement improvements.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a partnership. As a Team Lead, you will:

• Earn leadership credentials through our internal Leadership Academy and external certification programs.
• Participate in cross‑functional projects that shape the future of crisis care, including technology integration and policy development.
• Access mentorship from senior clinicians and executives, fostering a pathway to higher‑level roles such as Clinical Director or Operations Manager.
• Attend annual conferences, workshops, and webinars focused on crisis intervention, trauma‑informed care, and telehealth best practices.
• Receive tuition reimbursement for advanced degrees or certifications that align with your career goals.
• Engage in peer‑learning circles and knowledge‑sharing sessions that keep you at the forefront of the field.

Work Environment & Company Culture

brighthush is built on a foundation of compassion, collaboration, and continuous learning. Our remote team enjoys:

• Flexible scheduling that respects personal commitments while ensuring 24/7 coverage.
• Regular virtual team huddles, peer‑support circles, and wellness check‑ins.
• A culture that celebrates small wins, encourages open dialogue, and values each team member’s unique contributions.
• Access to a dedicated Employee Assistance Program (EAP) and mental health resources.
• Recognition programs that highlight outstanding service, innovation, and teamwork.
• Opportunities to work with cutting‑edge technology and data analytics tools that enhance crisis response.

Compensation & Benefits

• Base Pay: Competitive hourly rate commensurate with experience.
• Shift Differentials: Additional compensation for overnight, weekend, and other high‑impact shifts.
• Crisis Stipend: 10% stipend for high‑impact work.
• Health & Wellness: Comprehensive medical, dental, and vision plans.
• Insurance: Life, short‑term and long‑term disability coverage.
• Retirement: 403(b) retirement plan with employer match.
• Additional Perks:
  • brighthush gym membership discount.
  • Mileage reimbursement for on‑site visits.
  • Generous paid time off, holidays, and sick leave.
  • Employee Assistance Program (EAP) for personal and professional support.

How to Apply

Ready to make a real difference? Submit your resume and a cover letter that highlights your crisis experience, leadership skills Apply for this job