National Text and Chat Counselor

Job Details: Job Location: Remote - Philadelphia, PA, Position Type: Full Time, Education Level: High School / GED, Salary Range: $22.00 - $25.50Hourly, Travel Percentage: None, Job Shift: Variable, Job Category: Health Care, Text and Chat Counselor Remote $22.00-$25.50 Hourly Full-Time | Shifts: 7:00AM-3:00PM, 3:00pm-11:00pm, 11:00PM-7:00AM | Monday- Friday Being the Leader Communities Need in Moments of Crisis.

About Us CarePoint Response is a nationally recognized nonprofit and Baltimore’s only comprehensive crisis response system. Since 1992, we’ve been at the forefront of behavioral health crisis care — providing timely, community-based services for individuals and families experiencing mental health and substance use challenges.

The Opportunity We’re seeking a 988 Text and Chat Crisis Counselor to join CarePoint Response as part of our expanding crisis services team.

In this role, you’ll be the first line of support for individuals reaching out through the 988 Suicide & Crisis Lifeline digital platforms — offering calm, compassionate, and life-saving care through text and chat.

You’ll connect with people experiencing emotional distress, suicidal thoughts, or mental health crises — providing immediate support, conducting risk assessments, and helping individuals find safety and hope in difficult moments.

Using empathy, active listening, and trauma-informed techniques, you’ll guide each conversation with care and professionalism.

What You’ll Do Respond promptly to incoming text and chat messages through the 988 Lifeline platform Engage with users using active listening, empathy, and evidence-based crisis intervention techniques. Conduct suicide risk assessments and escalate high-risk situations to supervisors or emergency services as needed.

Maintain professional boundaries, cultural humility, and trauma-informed care practices at all times. Provide appropriate referrals to local mental health services, shelter, substance use treatment, or other resources.

Document all interactions accurately and promptly in electronic records per agency and legal requirements. Participate in regular supervision, debriefings, and training sessions. Uphold confidentiality and adhere to HIPAA and 988 Lifeline standards.

Qualifications

Qualifications High school diploma or equivalent (Associate’s or bachelor’s in psychology, social work, counseling, or related field preferred). Experience Strong typing, written communication, and crisis de-escalation skills.

Comfort working with diverse populations, including LGBTQIA+, youth, people in active mental health or substance-related crisis. Bilingual or multilingual skills are preferred.

Work Environment & Equipment Remote position with required internet connectivity and private, quiet workspace Equipment provided (laptop, headset) Must adhere to all HIPAA and confidentiality requirements Why Join CarePoint Response Medical, Dental, and Vision Insurance.

403(b) Retirement Plan Generous PTO – Vacation, Sick, Personal, and Holidays. Tuition Reimbursement & Professional Development Support. Be part of an innovative, impact-driven team shaping the future of crisis care. Make a Difference. Lead with Compassion.

This is more than a leadership role — it’s a chance to help individuals and families find stability in their most vulnerable moments. Apply today and become a guiding force for change.