988 Crisis Counselor

Job Description

Job Description

Description:

Type: Part-Time (less than 30 hours per week)

Reports to: 988 Supervisor 

Office Location: Work from home position (not a remote “work from anywhere” role). Must maintain a private, confidential workspace in your home within the Chicago area and be able to attend in-person trainings and meetings at our Chicago office (224 W. Hill Street, Suite 410, Chicago, IL) as requested.

Shift: A mix of overnight, evening and day shifts are available, days TBD. 

• Overnight shift (11:45PM – 8:15 AM) 
• Day Shift (7:45AM - 4:15 PM) 
• Evening shift (3:45PM – 12:15 AM)

Work schedules are subject to change as necessary to meet the Agency’s and its client’s needs. Reasonable notice is provided to facilitate personal planning. 

Our 988 call center is open 365 days a year, 7 days a week, 24 hours a day, including all holidays. Employees, whose regular schedule lands on a holiday, will be expected to work on that day unless PTO is approved or a shift is traded.

Training: Each employee is required to complete a set training course prior to being eligible to answer calls for the 988 Suicide and Crisis Lifeline. The first day of training is in person at our Chicago office from 9 AM – 5 PM. Beyond that, the training will be completed virtually using live and self-paced modalities. Facilitator-led training will be scheduled during a time of day that works for the majority of the training cohort (typically during the day or evening hours) but will always occur during the weekdays. Self-guided training may be completed at the learner’s discretion but must be completed within the same week as they are scheduled. The training schedule will be provided on the first day of onboarding. 

Background

Guided by the experiences of those living with mental health conditions and rooted in equity, NAMI Chicago educates to fight stigma and discrimination, fiercely advocates for our community, and shares hope, connection and expertise with people on their mental health journey.  

Who We Are:  

• An employer who prioritizes your wellness
• An employer who supports your growth
• An employer who sees and acknowledges all of you
• An employer who educates and advocates for mental health while sharing hope with those on their mental health journey or supporting individuals on their mental health journey.

Who We Are Looking For:  

• Highly empathetic
• Detail-oriented and organized 
• Excellent relationship management and interpersonal skills

General Job Description: As a 988 Suicide and Lifeline Crisis Counselor, you will play a crucial role in providing immediate support and intervention for contacts experiencing emotional distress and mental health crises. Operating within the framework of a national suicide and crisis hotline, you will offer empathetic listening, crisis intervention, and resources to access more support. This position demands strong communication skills, empathy, and the ability to remain calm under pressure. This role may be demanding and requires continuous multitasking and the ability to think and work quickly on the computer using various apps and platforms. 

Essential Functions and Responsibilities:  

• Provide crisis intervention: Respond to incoming calls, chats, & texts on the 988 Lifeline, offering immediate support and intervention for individuals in emotional distress while following the 988 Lifeline Suicide Safety Policy standards.
• Active Listening: Practice empathetic listening skills to understand contacts’ emotions, concerns, and needs.
• Assessment: Conduct assessments of contacts safety and level of risk, utilizing established protocols and guidelines such as the 988 Lifeline’s Safety Assessment Model with the assessment of the Four Core Principles of Safety Assessment. This may involve supporting a person who is at imminent risk of harm to self or others.
• Crisis De-esca