Key Facts

Remote From:

Part time

English

Hard Skills

Trauma Informed Approaches Crisis Intervention Assessment Of Suicide Risk Electronic Health Record Applications De-escalation Techniques Community Mental Health Emergency Response Planning

Other Skills

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Professionalism
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Cultural Humility
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Client Confidentiality
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Professionalism
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Communication
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Active Listening
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Empathy

Roles & Responsibilities

Experience or training in crisis intervention, mental health, or substance use services
Ability to conduct suicide risk assessments and apply evidence-based crisis intervention techniques
Strong communication skills with active listening, empathy, and cultural humility; knowledge of trauma-informed care and professional boundaries
Familiarity with documentation practices for electronic records and adherence to privacy standards (HIPAA) and 988 Lifeline requirements

Requirements:

Respond promptly to incoming text and chat messages through the 988 Lifeline platform
Engage with users using active listening, empathy, and evidence-based crisis intervention techniques
Conduct suicide risk assessments and escalate high-risk situations to supervisors or emergency services as needed
Maintain professional boundaries, cultural humility, and trauma-informed care practices; document interactions accurately in electronic records per agency and legal requirements; provide referrals to local mental health services, shelter, substance use treatment, or other resources; participate in supervision, debriefings, and training; uphold confidentiality and adhere to HIPAA and 988 Lifeline standards

Baltimore Crisis Response, Inc.

About Baltimore Crisis Response, Inc.

Baltimore Crisis Response, Inc (BCRI) is deeply rooted in the Baltimore City community. As the city's only comprehensive crisis service, our mission is to provide timely and effective community based services in the least restrictive environment, regardless of ability to pay. Since 1992, we have helped many overcome mental health and substance use disorders, often working in partnership with other community providers to create innovative programs to better serve this vulnerable population. Our services include: - 24/7/365 Telephone Crisis, Information and Referral Line - Residential Crisis and Addiction Treatment - Mobile Crisis Teams - In-House and Community Case Management - HIV and Hepatitis C Outreach and Prevention - Community Education and Outreach

Company type: SME

Founded: 2018

Company size: 51 - 200

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Job description

Being the Leader Communities Need in Moments of Crisis.

About Us

CarePoint Response, Inc. (CPR) is a nationally recognized nonprofit and Baltimore’s only comprehensive crisis response system. Since 1992, we’ve been at the forefront of behavioral health crisis care — providing timely, community-based services for individuals and families experiencing mental health and substance use challenges.

The Opportunity

We’re seeking a 988 Text and Chat Crisis Counselor to join CarePoint Response, Inc. (CPR) as part of our expanding crisis services team. In this role, you’ll be the first line of support for individuals reaching out through the 988 Suicide & Crisis Lifeline digital platforms — offering calm, compassionate, and life-saving care through text and chat.

You’ll connect with people experiencing emotional distress, suicidal thoughts, or mental health crises — providing immediate support, conducting risk assessments, and helping individuals find safety and hope in difficult moments. Using empathy, active listening, and trauma-informed techniques, you’ll guide each conversation with care and professionalism.

What You’ll Do

Respond promptly to incoming text and chat messages through the 988 Lifeline platform
Engage with users using active listening, empathy, and evidence-based crisis intervention techniques.
Conduct suicide risk assessments and escalate high-risk situations to supervisors or emergency services as needed.
Maintain professional boundaries, cultural humility, and trauma-informed care practices at all times.
Provide appropriate referrals to local mental health services, shelter, substance use treatment, or other resources.
Document all interactions accurately and promptly in electronic records per agency and legal requirements.
Participate in regular supervision, debriefings, and training sessions.
Uphold confidentiality and adhere to HIPAA and 988 Lifeline standards.