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Role Description CONTACT Care Line is East Tennessee’s first crisis hotline. Our 988 Crisis Program provides text and phone-based support for individuals experiencing emotional distress or suicidal crisis. Crisis Counselors are responsible for • Assessing suicide risk • Offering compassionate support • Ensuring timely documentation • Collaborating with visitors to create safety plans Counselors are expected to engage in follow-ups, maintain communication standards, and adhere to all clinical, legal, and operational guidelines. CONTACT’s team culture values mutual support, professional growth, and a shared mission to make a difference—every single day. Qualifications • Must be 18 years of age or older • Must not be a current or recent (within the past 3 years) client of any CONTACT Care Line crisis program • Bachelor’s Degree from an accredited institution with a minimum of 120 college credits in Social Work or a related mental health field, or equivalent experience required • Minimum of 1 year of experience in mental health, crisis intervention, or a related field • Strong empathic listening and reflective communication skills • Ability to remain calm and apply logical reasoning in high-stress or high-risk situations • Skilled in identifying and responding to imminent risk, with appropriate urgency and clinical awareness • Demonstrated proficiency in using web-based applications, navigating websites, and troubleshooting basic technical issues • Growth mindset with a willingness to receive and implement feedback promptly • Commitment to non-judgmental, compassionate support for all visitors, regardless of personal, political, or philosophical differences • Resourceful, solution-focused mindset with the ability to make independent decisions under pressure • Commitment to open, timely, and respectful two-way communication • 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. Requirements • Deliver high-quality work within established timelines • 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 • Operate independently when needed, while maintaining strong communication and coordination with other team members • Uphold a high level of integrity, responsibility, and trustworthiness when working remotely Benefits • Fully remote position
