Crisis Counselor - Talent Pool

Overview

Description Type:
Full-Time

Reports to:

988 Crisis 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.

Shifts Available:
Evening Shift, 3:45 PM – 12:15 AM or Overnight shift, 11:45 PM – 8:15 AM. Days TBD

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.

Required to work three (3) of six (6) “primary” holidays (Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas, and New Year’s Day) as determined by supervisory staff. Required to work any other recognized organizational holiday that your shift aligns with.

This is an evergreen job posting. We regularly hire for this role, and we maintain a strong pipeline of talent to support growing needs. There may not be an immediate opening at the time you apply, but we review applications on a rolling basis and will reach out as vacancies arise.

By applying, you are joining our talent pool for future opportunities aligned with your experience and interest. We appreciate your commitment to NAMI Chicago’s mission and may contact you for next steps as hiring needs evolve.

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 Crisis Line Phone Crisis Counselor, you will play a crucial role in providing immediate support and intervention for individuals 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 to 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 callers’ emotions, concerns, and needs.
• Assessment:
  Conduct assessments of callers’ 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-escalation:
  Utilize de-escalation techniques to help callers regain a sense of control and stability during times of crisis.
• Safety Planning:
  Collaborate with callers to develop safety plans, identifying coping strategies and supportive resources to manage crises effectively.
• Empowerment:
  Empower individuals to explore their own strengths and coping mechanisms, fostering a sense of agency and resilience.
• Resource Referrals:
  Offer access to appropriate mental health services, including mobile crisis teams, emergency departments and community resources using a vetted referral list provided by NAMI Chicago.
• Documentation:
  Using NAMI Chicago’s client record management system,…