988 Crisis Counselor

Position overview

This is a full-time 988 crisis counselor role reporting to the 988 Crisis Supervisor. The position is based in Chicago, Illinois and is a work-from-home arrangement, not a work-from-anywhere role. The selected candidate must live and work in the Chicago area, maintain a private and confidential home workspace, and be available to attend in-person training sessions and meetings at the Chicago office when requested.

Work schedule and holidays

Schedules may be adjusted as needed to meet organizational and client needs, with reasonable notice provided when possible. The role requires working three of the six main holidays: Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas, and New Year’s Day, as assigned by the supervisor. Any other organizational holiday that overlaps with the assigned shift must also be worked.

Training requirements

Before answering 988 Lifeline calls, every employee must complete required training. Part-time crisis counselors must log at least 16 hours per week during training. Training begins with an in-person first day at the Chicago office from 9:00 AM to 5:00 PM, followed by a mix of live virtual sessions and self-paced modules. Facilitator-led sessions are usually scheduled in the evening on weekdays, while self-directed work can be completed at the learner’s convenience but must be finished within the same assigned week. The full training schedule is shared on the first day of onboarding.

About the organization

Rooted in equity and informed by the experiences of people living with mental health conditions, NAMI Chicago works to reduce stigma and discrimination, advocate strongly for the community, and provide hope, connection, and practical expertise to people navigating mental health challenges.

What the team values

• People who care deeply about wellness and self-care.
• People who want to grow and develop professionally.
• People who feel seen and respected for their whole identity.
• People committed to mental health education, advocacy, and support.

Role summary

In this role, you will answer calls on the 988 Suicide and Crisis Lifeline and provide immediate emotional support, crisis intervention, and practical guidance to people in distress. The work requires calm decision-making, strong communication, empathy, and the ability to handle multiple tasks quickly on computer systems and digital platforms.

Key responsibilities

• Respond to incoming 988 calls and provide immediate crisis support while following Lifeline safety standards.
• Use active listening to understand each caller’s concerns, emotions, and immediate needs.
• Assess safety and risk using approved 988 assessment protocols, including the Four Core Principles of Safety Assessment, and support situations involving possible imminent harm to self or others.
• Apply de-escalation methods to help callers regain stability during acute distress.
• Work with callers to create safety plans, identify coping tools, and connect them with support systems.
• Help callers recognize their strengths and build confidence in their ability to cope.
• Refer callers to suitable resources such as mobile crisis teams, emergency departments, and community-based services using NAMI Chicago’s vetted referral list.
• Document all interactions accurately and confidentially in the client record management system, following privacy rules and organizational policy.
• Protect caller privacy in line with HIPAA and other applicable laws.
• Arrange follow-up contact when appropriate in coordination with the help seeker.
• Work alongside clinicians, law enforcement, EMS, and other crisis-response partners when needed.
• Follow all crisis intervention, documentation, and escalation procedures.
• Participate in ongoing learning and professional development to strengthen crisis support skills.
• Communicate regularly with supervisors and team members, raise concerns quickly, join huddles and coaching sessions, attend team and organizational meetings, and support coworkers.
• Follow the wellness policy, take responsibility for personal wellness, and ask for support when needed.
• Complete any other assigned duties.

Work environment and conditions

This is a remote home-based role within the Chicago area, but it is not open to candidates working from anywhere. You must have a private, secure, distraction-free workspace with a password-protected internet connection that meets the minimum speed requirement of 300 Mbps download and 10 Mbps upload. The work involves extended periods of sitting, speaking on the phone, and using computers and other digital devices. Because callers may be in crisis, break times can shift when needed, and flexibility during the shift is expected. Breaks are mandatory to comply with labor laws and to support staff wellbeing.

Additional team commitments

• Attend the quarterly all-team meeting held on the first Monday of the first month of each quarter: July, October, January, and April, from 3:00 PM to 4:00 PM.
• During the second and third month of each quarter, attend one virtual team meeting either on the first Monday from 3:00 PM to 4:00 PM or on the second Thursday from 8:00 AM to 9:00 AM.
• Be available to work from a private, confidential home environment without interruptions for the full shift.

Benefits

• Employer-sponsored wellness activities.
• Medical, dental, and vision coverage.
• Company-paid life insurance, AD&D insurance, and long-term disability coverage.
• 401(k) retirement plan.
• Critical illness, hospital indemnity, accident, and short-term disability coverage.
• Generous paid time off.

Compensation

The posted pay rate is $24 per hour.

Inclusive hiring

NAMI Chicago encourages applications from BIPOC, LGBTQ+ people, veterans, people with disabilities, returning citizens, and others committed to mental health work.