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Crisis Call Center Jobs (NOW HIRING)

Hendall

Call Center Specialist

El Paso, TX · On-site

$18/hr

... Call Center Specialist to support a high-visibility call center that operates 24/7/365 to assist ... Manage and de-escalate calls from individuals in crisis * Triage calls for appropriate responses ...

Hendall Inc

Call Center Specialist

El Paso, TX · On-site

$18/hr

... Call Center Specialist to support a high-visibility call center that operates 24/7/365 to assist ... Manage and de-escalate calls from individuals in crisis * Triage calls for appropriate responses ...

Hendall Inc

Call Center Specialist

El Paso, TX · On-site

$18/hr

... Call Center Specialist to support a high-visibility call center that operates 24/7/365 to assist ... guidance, crisis response, and resource coordination to promote the safety and well-being of ...

County of Delaware

Call Center Representative

Media, PA · On-site

$35K/yr

Summary The Call Center Representative is responsible for handling calls that come into Delaware ... Recognizes urgent or crisis-related calls and promptly refers callers to the appropriate resources ...

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How much do crisis call center jobs pay per hour?

As of Sep 8, 2026, the average hourly pay for crisis call center in the United States is $23.24, according to ZipRecruiter salary data. Most workers in this role earn between $16.11 and $26.92 per hour, depending on experience, location, and employer.

What is a crisis call center?

A Crisis Call Center is a specialized service that provides immediate support, resources, and intervention for individuals experiencing emotional distress, mental health crises, or other urgent situations. Staffed by trained professionals or volunteers, these centers offer confidential assistance over the phone, and sometimes through text or online chat. Their main goal is to help de-escalate crises, provide emotional support, and connect callers with appropriate services or emergency help when needed.

What are the key skills and qualifications needed to thrive as a crisis call center specialist, and why are they important?

To thrive as a Crisis Call Center Specialist, you need strong listening skills, crisis intervention training, and often a background in psychology, social work, or a related field. Familiarity with call management systems, crisis intervention protocols, and relevant certifications like ASIST (Applied Suicide Intervention Skills Training) is common. Exceptional empathy, emotional resilience, and the ability to remain calm under pressure are crucial soft skills. These competencies enable effective support for individuals in crisis, ensuring their safety and connecting them with appropriate resources.

What are some common challenges faced by crisis call center staff, and how are they supported in managing stress?

Crisis call center staff often handle emotionally intense situations, which can lead to compassion fatigue and stress. To help manage these challenges, many centers provide regular supervision, access to mental health resources, and debriefing sessions after particularly difficult calls. Team members typically work closely together and support each other, fostering a collaborative environment. Ongoing training in self-care and stress management is also common to help staff maintain their well-being while providing crucial support to callers.

What qualifications do you need to work for the crisis call center?

To work as a crisis call center agent, candidates typically need a high school diploma or equivalent, strong communication and active listening skills, and the ability to handle stressful situations. Some positions may require training in crisis intervention or mental health first aid, and familiarity with call center software is often preferred.
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Crisis Call Center jobs near you
Infographic showing various Crisis Call Center job openings in the United States as of August 2026, with employment types broken down into 2% As Needed, 81% Full Time, 15% Part Time, and 2% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $48,337 per year, or $23.2 per hour.

Call Center Specialist

El Paso, TX • On-site

Hendall
IT Services • 51 - 200 employees
Learn more about Hendallexternal

$18/hr

Full-time

Re-posted 28 days ago

Job description

OVERVIEW

Hendall Inc., a mission-focused professional services firm based in Rockville, MD, is seeking a compassionate and detail-oriented Call Center Specialist to support a high-visibility call center that operates 24/7/365 to assist unaccompanied alien children (UAC), their sponsors, and related parties.

This role involves responding to sensitive, high-impact calls and providing real-time guidance, crisis response, and resource coordination to promote the safety and well-being of vulnerable youth. We are offering full-time and part-time roles which include nights, weekends, and holidays. Candidates must be available to work in either El Paso, TX or Rockville, MD.

DUTIES

  • Deliver high-quality, compassionate services to UAC, sponsors, community members, and other callers
  • Communicate effectively in English and Spanish
  • Maintain professional judgment, especially during crisis calls
  • Respond to calls promptly
  • Manage and de-escalate calls from individuals in crisis
  • Triage calls for appropriate responses, referrals, and documentation
  • Provide case management/referral services
  • Apply quality standards to all calls and meet program deadlines
  • Work with stakeholders, including legal service providers and court officials
  • Assess changes affecting child safety and make referrals to officials
  • Follow protocols and policies in call handling including post-call documentation

MINIMUM QUALIFICATIONS

  • Bachelor's degree in a relevant field, such as psychology, social work, mental health, or a related field.
  • At least 1 year of child welfare experience.
  • Bilingual in English and Spanish.
  • Strong computer skills, including proficiency in Microsoft Excel, Word, Teams, and Outlook.
  • Comfortable learning new systems and working with case management software.
  • Exceptional verbal and written communication skills.
  • Ability to navigate sensitive conversations and emotionally charged topics with professionalism and empathy.

PREFERRED QUALIFICATIONS

  • Prior call center experience, especially in behavioral health or child/family services.
  • Familiarity with Federal government programs that support UAC.
  • Working knowledge of trauma-informed care principles and best practices in crisis intervention.

ADDITIONAL INFORMATION

  • This is an onsite role located in our secure El Paso, TX and Rockville, MD facilities. Remote/virtual work is prohibited.
  • As part of a 24x7x365 essential operation, this position may require work on evenings, weekends, holidays, or during emergency situations.
  • A mandatory 3-week training period (combination of webinars, self-paced learning, and workshops) must be completed prior to shift assignment.
  • U.S. Citizenship or Permanent Residency required. Must be eligible for Public Trust clearance

Salary Range: $18.00 per hour plus $5.09/hour health and welfare benefit

For a complete listing of benefits, please visit our careers page at www.hendall.com/careers

Hendall Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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