Full Time 988 Chat & Text Counselor Jobs (NOW HIRING)

Organization: DeafLEAD

Job Type: Full time, salaried (exempt)

Location: Remote 

Reports To: Assistant Director of Operations

Start Date: September 30th, 2026

Salary Range: $60,000 - $65,000 annually 

*External hires are usually brought on to DeafLEAD between the minimum to midpoint of the posted salary range depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role.

DeafLEAD is seeking an experienced, compassionate National Chat and Text Operations Manager to lead the day-to-day operations of its 988 National Chat and Text crisis service. This role supervises shift supervisors, coordinates staffing and workflow, supports real-time operational decision-making, and helps ensure timely, professional, accessible, and trauma-informed service for people in crisis nationwide.

The manager works closely with program leadership, Workforce, and Best Practices and Quality Improvement to maintain coverage, strengthen staff performance, meet 988 Lifeline requirements, and support consistent service delivery across a 24/7 operation.

DeafLEAD is a nonprofit organization that provides crisis intervention services to Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+ individuals and their families in Missouri and nationwide. Our mission is to promote consumers' emotional and physical well-being in a safe and respectful environment using a consumer-centered, trauma-informed approach.

DeafLEAD provides services including crisis intervention, safety planning, legal, medical, and personal advocacy, case management, crisis videophone, text, chat, and hotline services, mental health services, training, and interpreting. Crisis services are available 24 hours a day, every day of the year.

• Lead the day-to-day operations of DeafLEAD's 988 National Chat and Text service, ensuring timely, effective, professional, and trauma-informed responses to individuals seeking crisis support.
• Supervise and support Chat and Text Shift Supervisors; establish regular one-on-one meetings; provide coaching, guidance, and performance feedback; and reinforce consistent expectations and protocols.
• Address staff concerns and performance issues promptly using a solutions-focused, trauma-informed, and equitable approach, in coordination with program leadership and Human Resources as appropriate.
• Monitor service volume, workflow, staffing needs, response capacity, and service quality; make timely adjustments and operational decisions during high-volume or complex service periods.
• Collaborate with the Workforce team to maintain schedules, identify coverage needs, and support appropriate staffing for national 988 Chat and Text services.
• Collaborate with the Best Practices and Quality Improvement Manager to ensure crisis counselors and supervisors deliver appropriate, professional services aligned with DeafLEAD standards and 988 Lifeline requirements.
• Serve as an operational liaison with national 988 partners, stakeholders, and funders as assigned, maintaining collaborative and professional communication in support of program goals and contractual requirements.
• Coordinate, delegate, and, when necessary, complete follow-up communications initiated by Crisis Counselors, including calls, text messages, and emails to individuals receiving services.
• Assess escalated situations, provide clear direction to staff, and determine when additional intervention is required, including mandated reporting to child protective services or contact with emergency services when appropriate to support client safety.
• Participate in the on-call management rotation for Chat and Text services and provide operational support during assigned coverage periods.
• Maintain compliance with all applicable 988 Lifeline standards, policies, certifications, and required annual training; monitor staff adherence to applicable program guidelines.
• Attend and actively participate in required meetings with program leadership, direct reports, and relevant internal or external stakeholders.
• Model DeafLEAD's mission, values, policies, procedures, professional standards, and commitment to accessible, consumer-centered service.
• Maintain accurate, timely operational records and contribute to program reporting, quality-improvement efforts, and corrective-action plans as assigned.
• Perform other related duties as assigned to support the effectiveness of the 988 National Chat and Text program.

• Must be at least 18 years of age and able to pass a background check.
• Bachelor's degree in psychology, social work, nonprofit management, human services, or a related field, or an equivalent combination of relevant education and progressively responsible experience.
• At least two years of experience in crisis intervention, behavioral health, mental health, victim services, suicide prevention, or a comparable high-volume support environment, including direct service delivery.
• At least one year of supervisory, team-lead, or program-management experience, including real-time staff guidance, performance feedback, and reinforcement of expectations.
• Demonstrated ability to assess risk and determine appropriate intervention, including escalation to emergency services or mandated reporting when necessary.
• Demonstrated ability to remain calm, prioritize competing demands, make sound operational decisions under pressure, and provide clear direction during crisis situations.
• Excellent English writing, reading comprehension, and verbal or signed communication skills, including the ability to provide clear, concise, and professional guidance in real time.
• Ability to manage multiple responsibilities simultaneously, including staff support, workflow monitoring, escalations, scheduling needs, and follow-up tasks.
• Ability to lead with empathy and emotional intelligence while maintaining professional boundaries, accountability, and consistent standards.
• Ability to work effectively and respectfully with people of varied backgrounds, identities, cultures, communication preferences, and abilities.
• Proficiency with workplace technology, including Microsoft Teams, SharePoint, Zoom, and web-based service platforms, with the ability to navigate multiple systems simultaneously.
• Ability to complete all required crisis-line and 988 Lifeline training and certifications within established timeframes.

• Annual salary ranges between $60,000 - $65,000 based on education and previous experience.* 
• Health, vision, and dental insurance 
• 401(k) retirement
• Paid Time Off (sick, holiday, vacation, and personal)

*External hires are usually brought on to DeafLEAD between the minimum to midpoint of the posted salary range depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role.

DeafLEAD is committed to creating an inclusive and accessible work environment. This role requires empathy, adaptability, and cultural awareness, particularly in supporting employees who are Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+. 

As a condition of employment, DeafLEAD employees are required to protect the confidentiality of DeafLEAD trade secrets, proprietary information, and confidential commercially sensitive information (i.e. financial or sales records/reports, marketing or business strategies/plans, product development, customer lists, patents, trademarks, etc.) related to DeafLEAD. Access to this information should be limited to a "need to know" basis and should not be used for personal benefit, disclosed, or released without prior authorization from management. 

If you have information that leads you to suspect that employees are sharing such information in violation of this policy and/or competitors are obtaining such information, you are required to inform DeafLEAD's PEO partner.

Violation of this policy may result in disciplinary action up to and including termination and may subject the violator to civil liability.

Any invention created, in whole or in part, during your work hours, or from the use of equipment or facilities belonging to DeafLEAD and DeafLEAD's PEO partner, is a "work for hire" and is the property of DeafLEAD.

If you intend to develop and maintain property rights to any invention that relates in any way to products or services of DeafLEAD, you are required to obtain a written waiver of this policy, signed by both you and the CEO of DeafLEAD.

DeafLEAD 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, disability, or veteran status.

DeafLEAD hires remote candidates in the following states:

AL, AZ, AK, CO, DC, FL, GA, IN, IA, KS, KY, LA, MD, MI, MN, MS, MO, NV, NJ, NM, NC, OK, PA, SC, TN, TX, UT, VT, VA, WI.