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Crisis Hotline Operator Jobs (NOW HIRING)

Westmoreland Community Action

Crisis Worker 2

Monessen, PA

$26.84 - $32.87/hr

Ensure all programs are operated in accordance with CSP principles. Ensure consumer confidentiality ... Perform any and all other duties as assigned by the Hotline Crisis Unit Manager, Mobile Crisis Unit ...

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How much do crisis hotline operator jobs pay per hour?

As of Aug 4, 2026, the average hourly pay for crisis hotline operator in the United States is $19.09, according to ZipRecruiter salary data. Most workers in this role earn between $17.07 and $20.43 per hour, depending on experience, location, and employer.

What is a crisis hotline operator?

Crisis hotline operators are trained professionals who provide immediate support, information, and assistance to individuals experiencing emotional distress or crisis situations over the phone or through online chat services. They listen empathetically, assess the level of risk, and offer guidance or referrals to appropriate services, such as mental health professionals or emergency responders. Their primary goal is to help callers feel heard, supported, and safe while working to de-escalate crises and connect individuals with needed resources.

What are the key skills and qualifications needed to thrive as a crisis hotline operator?

To thrive as a Crisis Hotline Operator, you need strong active listening, crisis intervention skills, and a background in psychology, counseling, or social work, often supported by relevant training or certification. Familiarity with call center software, risk assessment tools, and documentation systems is typically required. Emotional resilience, empathy, and the ability to remain calm under pressure are critical soft skills for this role. These competencies are essential for providing immediate, effective support to individuals in crisis and ensuring their safety.

What are some common challenges faced by crisis hotline operators and how are they supported in managing these challenges?

Crisis Hotline Operators often encounter emotionally intense situations and high-stress conversations, which can be challenging to navigate. Many organizations provide regular training, debriefing sessions, and access to mental health resources to help operators cope with the emotional demands of the role. Additionally, operators typically work within a supportive team environment where peer and supervisory support are readily available. This collaborative structure ensures that operators are not handling difficult calls alone and can seek immediate assistance or guidance when needed.

What is the difference between Crisis Hotline Operator vs Crisis Counselor?

AspectCrisis Hotline OperatorCrisis Counselor
Required CredentialsHigh school diploma or equivalent; training providedRelevant degree or certification in counseling or social work
Work EnvironmentCall centers, crisis hotlines, emergency servicesClinics, mental health facilities, private practice
Employer & IndustryNonprofits, government agencies, mental health organizationsHealthcare providers, mental health clinics, private practices

While both roles involve supporting individuals in crisis, Crisis Hotline Operators primarily handle incoming calls, providing immediate support and resource information. Crisis Counselors typically offer more in-depth counseling, assessment, and ongoing support, often requiring specialized training or certification. Understanding these differences helps in choosing the right career path or job search focus within the mental health industry.

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Crisis Hotline Operator jobs near you
Infographic showing various Crisis Hotline Operator job openings in the United States as of July 2026, with employment types broken down into 2% As Needed, 82% Full Time, 14% Part Time, and 2% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $39,702 per year, or $19.1 per hour.

Crisis Hotline Clinical Supervisor

Northwest Human Services, Inc.

Salem, OR • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 26 days ago

Job description

Northwest Human Services is a non-profit leader in providing advocacy, quality healthcare and social services in Marion and Polk counties since 1970.  We are a mission focused organization providing compassionate and professional medical, dental, psychiatry, mental health, and wraparound services for those in our community who need it most - uninsured individuals, families, the homeless, and migrant workers.  As a Community Health Center we value a culture of equity, diverse perspectives, and life experiences. Our organization embraces innovation, collaboration, and work-life harmony.


CRISES HOTLINE CLINICAL SUPERVISOR


Do you have a strong clinical background and a passion for suicide prevention, crisis care, and staff development? Northwest Human Services is seeking a qualified Crisis Hotline Clinical Supervisor to lead and support the professionals answering the 988 Suicide & Crisis Lifeline and Crisis & Information Hotline.


JOB STATUS: Exempt, Full-time


POSITION OVERVIEW:  

As the Crisis Hotline Clinical Supervisor, you are responsible for clinical oversight and training for the Crisis & Information Hotline/988 staff.  You will provide training, monitoring, evaluation to the Crisis Information staff in accordance with American Association of Suicidology (AAS), National Suicidal Prevention Lifeline (NSPL), and 988 call center standards of care.

Your role as a supervisor is to support recruitment and hiring for a 24/7/365 multi-shift staffing structure.  This includes reviewing and screening applicates and participating in interviews and selection process. 


KEY RESPONSIBILITIES:

  • Provide performance oversight and evaluation to crises intervention staff members.  
  • Be accessible to 24/7 staff and provide case-specific consultation on callers presenting with complex issues/concerns, high risk for suicide, public safety risk, repeat callers, and other mental health challenges.
  • Develop, support, and implement the training curriculum, training schedules, and monitoring and evaluation plan for cultivating staff knowledge and skillsets. This includes incorporating a variety of creative learning strategies to enhance participant learning (e.g., classroom format, silent/live monitoring, role-playing, etc.).
  • Implement ongoing supervision schedules based on positions, shifts, and duties. Maintain documentation on all clinical or skill development plans created during case consultations and/or clinical supervision sessions.
  • Assist the Manager with planning, organizing, and implementing monthly staff trainings, as well as conduct annual testing of staff competency, knowledge of standard operating procedures, and accrediting agency standards of care. This includes identifying training topics, developing agendas, and facilitating meetings.


QUALIFICATIONS:

  •  Master of Arts (MA), Master of Science (MS), or Doctor of Philosophy (PhD) in psychology, social work, or a behavioral science field.
  • Must meet the Qualified Mental Health Professional (QMHP) standards as outlined in OAR 309-019-0125.
  •  2 years or more of experience in a clinical setting providing mental health care, and/or crisis intervention.
  • Possess knowledge and experience with suicide assessment and intervention.

PREFERRED EXPERIENCE:

  • Prior experience providing crisis intervention over the phone or in a professional setting preferred.
  • Experience providing clinical supervision of employees and interns preferred.
  • Education and knowledge of organizational behavior and program development preferred.


SUMMARY OF BENEFITS: Our Agency strives to provide a benefits program that is comprehensive and competitive within our industry.

  • Healthcare insurance plans: Medical, Dental, Vision
  • Group Life: Short-Term & Long-Term Disability 100% paid by employer
  • 403(b) retirement plan with 2% of employer contribution and up to 3% employer match
  • Flex Spending Account
  • PTO - 10 hours a month for FT positions 40 hrs./wk. up to 20 hours monthly as your tenure grows
  • 7 1/2 Paid Holidays a year + 2 paid floating holidays for full-time positions
  • Continuing Education & Training Benefits
  • Employee Healthy Living Program – Gym Membership & Smoking Cessation


Why Join NWHS?

At NWHS, your work matters!  Join a mission-driven organization dedicated to improving the health and well-being of underserved and resilient communities. Be part of a compassionate, forward-thinking team that values collaboration, inclusion, and innovation in delivering exceptional services and community support. 


TO APPLY:

To join our team please visit our website Employment (northwesthumanservices.org)

For more information, contact the HR/Recruiting Department at: HR@nwhumanservices.org | 503.588.5828

All candidates who receive a written offer of employment will be required to undergo a criminal records check.

Equal Opportunity Employer | We celebrate diversity and are committed to creating an inclusive environment for all employees.