Crisis Chat & Text Counselor Organization: DeafLEAD Job Type: Crisis Chat & Text Counselor Location: Remote Reports To: Chat & Text Operations Manager Start Date: June 9th, 2025 Salary Range: $17-21 Hourly* • 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 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 is seeking an experienced and compassionate Chat and Text Crisis Counselor to provide crisis intervention services as part of the 988 Lifeline chat and text backup network.

Key Responsibilities

• Follow DeafLEAD’s policies and procedures
• Believe in DeafLEAD’s philosophy and goals as stated in Summary of Organization
• Provide emotional support and crisis management services via the Lifeline chat/text network
• Develop action plans and safety plans with everyone who visits the chat/text line
• Notify child abuse services when appropriate
• Notify emergency services for intervention when appropriate
• Complete assigned follow Flexara with crisis line visitors via text, email, or phone call if applicable
• Ensure documentation of all chats and texts is completed accurately and thoroughly
• Attend quarterly evaluations with the Quality Improvement team, and additional evaluations as needed
• Attend all monthly agency in-service meetings
• Successfully complete all Lifeline required trainings annually, as well as other trainings and certifications as assigned.
• Consult with Shift Supervisor, Senior Crisis Counselors, Program Managers, and Program Director as needed regarding questionable cases
• Other duties as assigned Qualifications
• Must complete DeafLEAD’s 100+ hour crisis intervention training
• Minimum age of 18
• Caring and empathetic person
• Exceptional English writing and reading comprehension skills
• Basic computer literacy, including proficiency in using essential software such as Zoom, Jobnity Chrome, and standard office applications, along with the ability to adapt to and learn new technological tools efficiently.
• Ability to remain calm in crisis situations
• Bachelor’s degree or higher in psychology, social work, or related field preferred, but not required
• Previous experience working in crisis management or mental health preferred, but not required
• An ability to work with people of various race, color, national or ethnic origin, ancestry, age, religion or religious creed, disability or handicap, sex or gender, gender identity and/or expression, sexual orientation, military or veteran status, genetic information or any other characteristic protected under applicable federal, state or local law.
• Must be able to pass a background check
• Ability to attend all training dates without conflict
• reliable internet and a desktop or laptop computer that can both utilize Zoom and a web browser simultaneously (Remotara Chrome recommended). Phones and tablets are not appropriate devices to conduct chat and text counselor responsibilities at DeafLEAD.
• Applicants must have access to a private workspace ensuring confidentiality and freedom from external distractions, where others cannot see or overhear the content of their work. Training
• Hired applicants will be expected to attend and complete DeafLEAD's crisis line training. Following training, counselors will complete On the Job Training of shadowing senior crisis counselors on crisis chat/text shifts. Hired counselors must attend the entirety of training without conflicting outside commitments
• Crisis Counselor training will take place June 9th - 25th. Trainings are 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.
• Those who are selected for the role must be available for the entirety of the training period without conflict.

Compensation

• Hourly pay rate ranges between $17 and $21 based on education and previous experience.* • In addition to base pay, DeafLEAD offers the following shift differentials:
• Evening Shift (5:00 PM – 11:00 PM CST, Monday–Thursday): +$1.00/hour
• Weekend Evening Shift (5:00 PM – 11:00 PM CST, Friday