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: June 1st, 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