Position Summary
- Department: Crisis Helplines
- Reports To: Crisis Helpline Operations Coordinator
- FLSA Status: Non-Exempt (Hourly)
- Employment Status: Full-Time preferred
- Pay Range: $19.00-$21.00 per hour, based on assigned shift.
- Day Shift: $19.00/hour
- Overnight Shift: $20.00/hour
- Evening Shift: $21.00/hour
- Weekend Differential: An additional $0.50/hour is provided to staff who are scheduled to work both weekend days (Saturday and Sunday).
- Performance Review: Staff are eligible for a compensation review after 6 months of employment. A $0.50/hour merit increase may be awarded based on exceptional performance. Merit increases are reserved for approximately the top 10% of staff and are awarded only to those demonstrating consistently exceptional performance.
- Work Location: This is a fully remote position. Employees must reside and work in one of the following states: Iowa, Illinois, Michigan, Oregon, Minnesota, Wisconsin, Missouri, Nebraska, Florida, and Virginia.
- Start date: September 14th, 2026
- Benefits summary:
Work Schedule
- The program operates 24 hours a day, 365 days a year
- Weekend Requirement (Full-Time): Full-time staff are required to work one weekend day as part of their regular schedule.
- Full-time staff may choose from:
- Four 10-hour shifts per week (preferred), or five 8-hour shifts per week.
- Both scheduling options include the required one weekend day.
- Typical Shift Times (10 hour):
- Shift 1: 8:00 AM - 6:00 PM
- Shift 2: 4:00 PM - 2:00 AM
- Shift 3: 12:00 AM - 10:00 AM
- Typical Shift Times (8 hour):
- Shift 1: 10:00 AM - 6:00 PM
- Shift 2: 6:00 PM - 2:00 AM
- Shift 3: 2:00 AM - 10:00 AM
Position Overview
Crisis Helpline Counselors (CHCs) provide compassionate crisis intervention and emotional support to individuals experiencing emotional distress, suicidal crises, substance use concerns, mental health challenges, interpersonal conflict, and other difficult life situations. Counselors respond to contacts through both phone and digital platforms (chat and text), utilizing evidence-based crisis intervention practices grounded in empathy, active listening, and the Developmental Helping Model.
Counselors routinely assist individuals experiencing significant emotional distress and may encounter conversations involving suicide, self-harm, homicide, child abuse, domestic violence, sexual assault, traumatic loss, substance use, and other highly sensitive topics. Counselors may also occasionally experience prank calls, abusive language, or sexually inappropriate behavior from contacts. Throughout these challenging interactions, counselors receive ongoing support through supervision, consultation, and debriefing to promote both quality client care and staff well-being.
Funding Notice
This position is supported, in whole or in part, by government contracts, grants, or other restricted funding. Although CommUnity intends to continue these services, funding agencies may modify, reduce, suspend, or terminate funding at any time, including before the end of a contract or grant period. Continued employment in this position is contingent upon the ongoing availability of funding and the organization’s continued need for the position. A reduction or loss of funding may result in changes to the position, reduction in hours, reassignment, furlough, or elimination of the position. Because some funding agreements may be terminated without advance notice, these employment actions may occur with little or no advance notice, subject to applicable law.
Key Responsibilities
- Provide crisis counseling and emotional support through phone, chat, and text interactions.
- Transition between phone, chat, and text platforms throughout each shift as assigned to meet operational needs. Staff are expected to flex between communication channels as directed.
- While assigned to chat and text, counselors will manage up to two simultaneous crisis conversations in accordance with organizational protocols.
- Respond to crisis contacts for programs including:
- National 988 Suicide & Crisis Lifeline
- Iowa 988
- LGBT 988 Services
- Successfully complete the required two-week onboarding training program (40 hours per week) beginning on the start date. This 80 hour training is mandatory for all employees, including part-time staff, and includes instructor-led lectures, self-paced coursework with required deadlines, live role plays, and competency assessments.
- Demonstrate proficiency in the Developmental Helping Model and apply core helping skills during every interaction.
- Conduct suicide safety assessments with every help-seeker using organizational protocols. Conduct risk assessment when applicable using organizational protocols.
- Collaborate with individuals to develop personalized safety plans, provide follow-up support, and immediately notify a supervisor whenever a help seeker presents with imminent suicide risk or abuse.
- Complete accurate, timely, and thorough documentation for every client interaction using approved documentation systems.
- Maintain client confidentiality and documentation practices in compliance with HIPAA, organizational policies, and all applicable legal and ethical standards.
- Follow all organizational policies, procedures, quality standards, technology requirements, and operational expectations.
- Utilize required software systems, communication platforms, and documentation tools accurately and in accordance with organizational procedures.
- Maintain professionalism in all interactions with help seekers, coworkers, and supervisors.
- Maintain reliable attendance, adhere to assigned schedules, and comply with organizational expectations regarding punctuality, breaks, and shift coverage.
- Participate in monthly individual supervision meetings.
- Review quality improvement feedback, actively participate in coaching, and implement feedback to continuously improve service quality and clinical skills.
- Maintain all required certifications and successfully complete mandatory continuing education and annual compliance training.
Qualifications
- Chapter 24 standards compliance, which can be accomplished through combinations of educational and professional experience:
- Bachelor’s degree with 30 semester hours or equivalent in a human services field (including, but not limited to, psychology, social work, nursing, education) and a minimum of one year of experience in behavioral or mental health services.
- Law enforcement officer with a minimum of two years of experience in the law enforcement officer's field.
- Emergency medical technician (EMT) with a minimum of two years of experience in the EMT’s field.
- Peer support specialist with a minimum of one year of experience in behavioral or mental health services.
- A family support peer specialist with a minimum of one year of experience in behavioral or mental health services.
- Registered nurse with a minimum of one year of experience in behavioral or mental health services.
- Bachelor’s degree in a non-human services-related field, associate’s degree, or high school diploma (or equivalency) with a minimum of two years of experience in behavioral or mental health services, and 30 hours of crisis and mental health in-service training (in addition to the required 30 hours of department-approved training).
- Ability to communicate professionally and compassionately in written and verbal formats.
- Ability to type efficiently while actively engaging with clients.
- Basic computer proficiency and ability to navigate multiple web-based applications simultaneously.
- Ability to sit, speak, listen, and type for extended periods.
- Reliable high-speed internet and a private workspace free from distractions.
Training Requirements
Successful candidates must be able to complete all required pre-service training before independently answering crisis contacts. This includes:
- Virtual attendance at a required two-week training program
- Successful completion of all required coursework, simulations, evaluations, and competency assessments
- Completion of any required background checks and onboarding requirements
- Employment is contingent upon successful completion of training.
Technology Requirements
Computer Requirements
- 64-bit operating system
- Minimum 4 GB RAM (8 GB recommended)
- Dual-core processor or higher
- Minimum 400 MB available hard drive space
- Windows 10 or Windows 11OR
- macOS (current version or one of the two previous supported releases)
Internet Requirements
Employees must maintain a reliable internet capable of supporting uninterrupted voice and web-based communications. Requirements include:
- High-speed broadband internet
- Stable connection throughout scheduled shifts
- Private and secure network
- Ability to support simultaneous use of multiple web-based systems, phone software, and video meetings
Physical & Environmental Requirements
This is a fully remote position requiring prolonged periods of:
- Sitting at a workstation
- Typing
- Viewing a computer monitor
- Speaking and listening using a headset
Employees working remotely are expected to maintain a work environment that allows them to perform their duties without interruption during scheduled work hours. Employees who are responsible for the care of young children or other dependents must have arrangements in place that allow them to meet performance, availability, confidentiality, PHI and attendance expectations. Remote work is not intended to serve as a substitute for full-time dependent care.
Pay: $19.00 - $21.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
People with a criminal record are encouraged to apply
Experience:
- Human Services: 1 year (Preferred)
Location:
Work Location: Remote
