IMPORTANT NOTE: At this time, we are only hiring employees from the following states: Alabama, Arizona, Florida, Georgia, Louisiana, Missouri, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas, West Virginia, and Wyoming.

Note: This is a fully remote position. We are seeking full-time, 40 hour employees. All shifts are 8.5 hours in length and weekends are required. 

CONTACT Workplace Expectations 

As part of their duties and responsibilities, all CONTACT employees are expected to consistently demonstrate the following: 

• Deliver high-quality work within established timelines, maintaining focus and accountability whether working independently or with guidance. 
• Engage respectfully and professionally with colleagues, supervisors, community partners, and individuals seeking services. 
• Contribute meaningfully to team efforts, embracing collaboration as a core element of CONTACT’s mission and daily operations. 
• Operate independently when needed, while maintaining strong communication and coordination with other team members to support shared goals and organizational continuity. 
• Uphold a high level of integrity, responsibility, and trustworthiness when working remotely, ensuring confidentiality, appropriate use of time, and adherence to CONTACT’s standards in all settings. 

Position Summary 

Connections Counselors are part of CONTACT Care Line’s Connections Department, which provides follow-up and post-contact support to individuals who have previously engaged with the 988 Suicide & Crisis Lifeline. This role 

focuses on outreach via phone and text, mandatory reporting, and coordination with emergency responders (PSAP), ensuring safety and continuity of care after an initial crisis interaction. 

While not always on the front line of live crisis calls, Connections Counselors must be fully crisis-trained and prepared to step into active crisis support when needed. Follow-up conversations can escalate unexpectedly, so readiness and clinical skill are essential. Connections Counselors play a critical role in CONTACT’s care continuum, blending compassionate outreach with clinical responsiveness and system accountability. 

Primary Duties and Responsibilities 

Visitor Support & Clinical Follow-Up 

• Conduct follow-up interactions with individuals who have contacted the 988 Lifeline via phone and text 
• During Connections shifts, when completing SMS follow ups, manage two or more concurrent chat interactions in alignment with the two-chat policy, while maintaining accuracy, professionalism, and timely responses. 
• Assess and support safety from suicide following CONTACT and Lifeline protocols 
• Provide emotional support using active listening and de-escalation techniques 
• Offer appropriate referrals to community resources 
• Answer incoming 988 phone calls as needed Mandatory Reporting & Emergency Services 
• Complete mandatory reports for child and vulnerable adult abuse in accordance with legal and clinical guidelines 
• Coordinate and follow up with emergency services (PSAP) to ensure safety and case continuity 
• Remain up to date on all protocols related to imminent risk (IR), mandatory reporting, and emergency coordination 

Documentation, Communication & Compliance 

• Accurately and thoroughly document all visitor interactions in accordance with organizational procedures 
• Complete documentation within 8 minutes per interaction, ensuring clinical details are clear, timely, and aligned with documentation standards 
• Maintain and update all Connections-specific forms related to follow-ups, mandatory reports (MRs), and PSAP coordination; ensure completeness and accuracy for internal tracking and compliance 
• Use Slack as the virtual “at home” office, maintaining an active presence and responding promptly and professionally to all work-related messages within 3 minutes during scheduled shifts 
• Participate in meetings and supervision sessions on Microsoft Teams and be prepared to join video calls professionally when requested during scheduled shifts or for pre-arranged meetings 
• Read and appropriately engage with all communications and updates from leadership, including the updates and paid-staff-topics channels on Slack 
• Attend monthly staff meetings and actively participate in team-wide discussions and initiatives 
• Comply fully with all policies and procedures outlined in the Operations Handbook, Clinical Productivity Standards, and Lifeline metrics 

Professional Development and Team Collaboration 

• Complete all required continuing education, including clinical refreshers, Mind Meld sessions, and other assigned trainings 
• Attend regular supervision sessions and implement feedback from supervisors 
• Participate in performance reviews, including probationary and ongoing evaluations 
• Meet or exceed performance benchmarks for quality, productivity, attendance, and ethical conduct 
• Support the onboarding of new team members through mentoring when requested 
• Attend monthly staff meetings and actively participate in team-wide discussions and initiatives 

 Reasonable Accommodations Notice
CONTACT is committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact our HR Manager, Stacie Harper, at stacie@contactlistens.org. 

Experience, Skills, Licenses/Certifications: 

• Must be 18 years of age or older 
• Bachelor’s degree in a related mental health or human services field preferred 
• Minimum of 1 year of experience in mental health, crisis services, or social services required 
• Proficiency in oral and written English 
• Fast, accurate typing and documentation skills 
• Strong verbal and written communication skills, including the ability to support callers while simultaneously navigating multiple systems and resources 
• Proficiency with web-based applications, navigating websites, and troubleshooting basic technical issues 
• Demonstrated empathic listening and active reflection skills 
• Calm, logical reasoning under pressure and in high-stress situations 
• Resourceful and solution-oriented problem-solving approach 
• Commitment to non-judgmental, compassionate support for all visitors, regardless of personal, political, or philosophical differences 
• Open, thoughtful, and prompt two-way communication with team members and supervisors 
• Receptiveness to constructive feedback and a commitment to continuous improvement 
• All clinical staff at CONTACT Care Line are required to complete CONTACT Crisis Counselor Basic Training within the first two weeks of employment 

 Physical requirements include the ability to remain in a stationary position for prolonged periods and work continuously from a computer with high speed, secure internet. 

A hardwired Ethernet connection is required for this position to ensure consistent call and chat quality.