What are the responsibilities and job description for the Call Center / Crisis Line Counselor position at First Call 211?
Location: In Person
Job Type: Full-Time
Shift: Evenings / Overnights
Date Posted: April 2, 2026
Pay:
- $19.50 - $22.00/hour (High School Diploma/GED)
- $22.00 – $24.00/hour (Associate Degree)
- $25.00 – $27.00/hour (Bachelor’s Degree)
Job Overview
Join our dedicated team as a 988 Crisis Line Specialist, where you will be at the forefront of providing compassionate, immediate support to individuals experiencing mental health crises.
In this vital role, you will deliver crisis intervention, conduct comprehensive assessments, and connect callers with critical resources to promote safety and well-being. Your expertise in behavioral health, trauma-informed care, and crisis management will empower individuals to navigate their challenges with dignity and hope.
This is a meaningful opportunity to make a direct impact in people’s lives while working in a supportive, mission-driven environment committed to mental health advocacy.
All positions are evening or overnight shifts.
Key Responsibilities
- Respond promptly and empathetically to incoming 988 crisis calls
- Provide immediate crisis intervention and emotional support
- Conduct comprehensive assessments using clinical counseling techniques
- Utilize approaches such as:
- Motivational Interviewing
- Cognitive Behavioral Therapy (CBT)
- Behavioral Therapy strategies
- Develop individualized safety and crisis management plans
- Connect callers to mental health, addiction, grief, and community resources
- Collaborate with social workers, healthcare providers, and emergency responders
- Accurately document all interactions in compliance with HIPAA standards
- Utilize ICD-10/ICD-9 coding for documentation and reporting
- Apply trauma-informed care when supporting individuals experiencing PTSD, grief, or crisis
- Assist with data collection for quality improvement and reporting
QualificationsEducation (Required)
- Associate Degree in Psychology, Counseling, or related field (Pay: $22–$24/hr)
- OR
- Bachelor’s Degree in Social Work, Psychology, Counseling, or related field (Pay: $25–$27/hr)Experience & Skills
- Experience in crisis intervention, mental health counseling, or behavioral health
- Strong knowledge of:
- Medical terminology
- ICD-10/ICD-9 and CPT coding
- Medical records management
- Experience with:
- Trauma-informed care
- Motivational interviewing
- Cognitive Behavioral Therapy (CBT)
- Skills in applied behavior analysis (ABA) and group facilitation preferred
- Experience working with:
- Children and families
- Individuals with developmental disabilities or autism spectrum disorder (preferred)
- Ability to remain calm and effective in high-stress, acute situations
- Strong communication and assessment skills
- Knowledge of HIPAA compliance and confidentiality standards
- Ability to collaborate within multidisciplinary teams
Benefits
- 401(k) with employer matching
- Health, dental, and life insurance
- Paid time off
- Flexible scheduling
- Employee Assistance Program (EAP)
- Professional development and training opportunities
Work Environment
- In-person position
- Fast-paced, team-oriented crisis response setting
- Supportive leadership and ongoing training provided
Why Join Us?
This role is essential in delivering compassionate crisis support that truly transforms lives. If you are driven by purpose, clinical excellence, and helping others in their most vulnerable moments—we encourage you to apply.
Pay: $19.50 - $27.00 per hour
Benefits:
- 401(k) 3% Match
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
Work Location: In person
Salary : $20 - $22