988 Text/Chat Specialist

The 988 Text/Chat Specialist is a vital part of our crisis response team, providing immediate, compassionate support to individuals in emotional distress via text and chat platforms. Operating under the guidance of the Shift Supervisor and/or Center Manager, this position plays a key role in de-escalating crises, ensuring safety, and connecting individuals to community resources. Schedule is Monday through Friday 7:00 am to 3:30 pm. 

Responsibilities include:

• Respond promptly and empathetically to incoming 988 text and chat messages via the designated platform.
• Conduct suicide and risk assessments and implement planning as needed.
• Deliver supportive, trauma-informed and nonjudgemental responses to individuals from diverse backgrounds.
• Provide culturally responsive and clinically informed crisis counseling to minimize trauma and enhance connection to care.
• Accurately and efficiently document all interactions in accordance with organizational protocols.
• Provide clinically based, culturally relevant crisis counseling to minimize traumatic experiences and increase successful connection with community resources.
• Build rapport and establish trust with texters, remaining attentive and accountable to their feedback and needs.
• Communicate effectively and compassionately with texters, peers, supervisors and volunteers.
• Collaborate with teammates, contributing to a positive, inclusive, and mission-driven work culture.

• Actively pursue skill development through ongoing training, supervision, and certifications (e.g., American Association of Suicidology).
• Support and mentor peers and volunteers, promoting effective crisis response through a multicultural and equity-centered lens.

Required Qualifications:

• Commitment to working within Contra Costa Crisis Center’s Code of Ethics and Policies and Procedures
• Experience and demonstrated ability to work with racially, culturally, and economically diverse populations

·        Commitment to personal accountability, active participation in team building and maintenance of a healthy work community

·        Computer/software/database literacy

• Excellent verbal and written communication skills
• Ability to apply the structure of a call/text/chat including transitional phrases

• Ability to direct callers to available non-law enforcement referrals
• Continued growth in knowledge on relevant subjects including grief and loss, Isolation and loneliness, mental health conditions - including symptoms, coping skills and treatment, trauma informed care, boundary setting and providing support to regular callers.

Strongly Preferred:

• BA/BS in psychology, social welfare, or related field
• Spanish language skills – written and spoken
• Flexible schedule to allow for evening and weekend availability

Salary & Benefits:

The Contra Costa Crisis Center is an equal opportunity employer.  We offer competitive wages and comprehensive benefits package including medical, dental, vision, life, AD&D, LTD, paid vacation, holidays and sick time, and 403B Retirement Savings Plan.

Commitment to Diversity and Anti-Racism
Contra Costa Crisis Center is deeply committed to principles of diversity, equity, inclusion, and anti-racism. We provide equal employment opportunities to all applicants without regard to race, ethnicity, religion, creed, color, nationality, gender, gender identity, genetic information, sexual orientation, age, ancestry, physical or mental disability, medical condition, and marital status. We do not tolerate discrimination or harassment in any form.

We strive to ensure that our staff and our volunteers – including volunteer leadership on our Board of Directors and its committees – reflect the diversity of the communities we serve.

Our policy is to treat all with dignity and respect.  This includes (but not limited to) staff, volunteers, clients and prospective clients, colleagues at other non-profits, donors, employees of government agencies and businesses, people attending our events, and members of the public in general.