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988 Chat and Text Crisis Counselor (Full-Time, Remote)
Organization: DeafLEAD
Job Type: Full-time, hourly (non-exempt)
Location: Remote
Reports To: Chat and Text Operations Manager
Start Date: August 3rd, 2026
Salary Range: $17 to $21 / hour
*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.
Position Summary
DeafLEAD is seeking an experienced and compassionate full-time Chat and Text Crisis Counselor to join an exciting, supportive, and engaging team that provides crisis intervention services as part of the 988 Suicide and Crisis Lifeline Chat and Text network.
DeafLEAD is a non-profit organization that provides crisis intervention services to Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+ individuals and their families within the state of Missouri and nationwide. Our mission is to promote the emotional and physical well-being of consumers in a safe and respectful environment utilizing a consumer-centered, trauma-informed approach.
We are committed to providing a variety of services to effectively meet the changing needs within the Deaf community. These services include (but are not limited to) crisis intervention, safety planning, legal/medical/personal advocacy, case management, crisis videophone/text/chat/hotline services, mental health services, training, and interpreting.
DeafLEAD offers crisis services 24 hours a day, every day of the year.
Essential Functions

• Follow DeafLEAD's policies and procedures.
• Believe in DeafLEAD's philosophy and goals as stated in Summary of Organization.
• Provide emotional support and crisis intervention services via the 988 Suicide & Crisis Lifeline chat and text platforms, engaging with individuals experiencing distress in a calm, empathetic, and professional manner.
• Conduct risk assessments and collaborate with service users to develop safety plans and appropriate next steps based on their needs.
• Complete assigned follow-ups with service users via text, email, or phone when applicable, ensuring continuity of care and support.
• Accurately and thoroughly document all interactions in accordance with program standards and required timelines.
• Utilize established protocols and guidelines to determine when to notify child protective services or contact emergency services for intervention.
• Consult with Shift Supervisors, Senior Crisis Counselors, and leadership staff regarding complex or high-risk situations, ensuring appropriate decision-making and support.
• Participate in ongoing quality assurance processes, including quarterly evaluations and additional reviews as needed, and apply feedback to improve performance.
• Successfully complete all required trainings, certifications, and continuing education to maintain competency and alignment with 988 Lifeline standards.
• Participate in required meetings, including monthly agency in-service meetings, and engage in team communication and updates.
• Maintain compliance with all DeafLEAD policies, procedures, and expectations, demonstrating alignment with the organization's mission and values.
• Perform additional duties as needed to support program and organizational operations.

Qualifications

• Must complete all required crisis line trainings (minimum 100 hours) upon hire (see Training Section below).
• Minimum age 18.
• Must be able to pass a background check.
• American Sign Language (ASL) fluency is preferred but not required.
• Bachelor's degree or higher in psychology, social work, or related field, or an equivalent combination of education and relevant experience preferred.
• Ability to maintain focus and engagement during extended interactions, including managing multiple conversations or tasks as needed.
• Ability to follow established protocols and guidelines while adapting to the needs of each individual interaction.
• Strong attention to detail and ability to accurately document interactions in accordance with program standards.
• Ability to receive feedback and apply coaching to improve performance and skill development.
• Ability to work independently in a remote environment while remaining responsive to supervisors and team communication.
• Ability to maintain confidentiality and handle sensitive information with professionalism and discretion.
• Demonstrated ability to work effectively with individuals from diverse backgrounds and identities, including the ability to communicate respectfully and maintain professionalism in emotionally charged situations.
• Ability to remain calm and engage effectively with individuals experiencing emotional distress, including managing high stress or urgent situations.
• Ability to demonstrate empathy, active listening, and non-judgmental communication when supporting individuals in crisis.
• Strong English writing and reading comprehension skills, including the ability to communicate clearly and accurately in written conversations with service users.
• Proficiency in basic computer and web-based systems (e.g., Microsoft Teams, Zoom, web browsers) and ability to navigate multiple platforms simultaneously during live interactions.
• Access to reliable internet and a desktop or laptop computer that can both utilize Zoom and a web browser simultaneously (Google Chrome recommended).
• Applicants must have access to a private, secure workspace that ensures confidentiality, privacy, and freedom from external distractions.

Training

• Hired applicants will be expected to attend and complete DeafLEAD's crisis line training. Following training, counselors will complete a minimum of 40 hours of shadowing senior crisis counselors on crisis chat/text shifts. Hired counselors must attend the entirety of the training without conflicting outside commitments
• Crisis Counselor training will take place August 3 - 18. Training is Monday - Friday from 9 AM to 5 PM CST during the time period outlined. Upon hiring, a more detailed training agenda will be provided prior to the start of the training period.

Compensation

• $17 to $21 an hour
• Shift differentials are paid for hours worked between 5 PM and 7 AM as well as on weekends (Friday - Sunday)
  • Monday - Thursday, 5 PM to 11 PM CST: Additional $1 an hour
  • Friday - Sunday, 5 PM to 11 PM CST: Additional $2 an hour
  • Monday - Thursday, 11 PM to 7 AM CST: Additional $3 an hour
  • Friday - Sunday, 11 PM to 7 AM CST: Additional $4 an hour
• Paid time off

*External hires are usually brought on to DeafLEAD between the minimum and midpoint of the posted salary range, depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role.
Technology Requirements
Minimum Tech Specs for Crisis Counselors
1. Computer

• Processor: Intel Core i5 (10th Gen+) / AMD Ryzen 5 (3rd Gen+)
• RAM: 8GB minimum (16GB recommended)
• OS: Windows 10/11 (64-bit) or macOS 11+
• Storage: 256GB SSD+ recommended

2. Internet & Network

• Speed: 50 Mbps download / 10 Mbps upload minimum
• Connection: Wired Ethernet preferred for stability

3. Audio & Video

• A working webcam and microphone is required to complete training and work all shifts. All crisis line staff are eligible to have a web cam and microphone provided to them upon completion of training.

Work Environment
Collaborative Virtual Workspace: DeafLEAD crisis line counselors work shifts on Zoom alongside fellow counselors and shift supervisors to foster connection, engagement, and support.
Camera Requirement: During training and while on shift, staff are expected to be on camera to actively participate and engage with their peers. Since DeafLEAD fosters an inclusive environment for Deaf and hard-of-hearing staff, maintaining clear visibility on camera is important for communication.
Distraction-free space: Staff should work in an environment free from background noise, visual distractions, and interruptions to ensure full engagement with chats, texts, and team interactions. This means working in a private space where conversations cannot be overheard and where movement, flashing lights, or other visual distractions are minimized.
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+.
Confidentiality and Nondisclosure of Trade Secret
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.
Inventions
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, AR, 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