Full Time Text Counselor

Text Line Counselor

Position Title: Text Line Counselor

Employment Type: FT

Pay Rate: $25.00/hr

Shift Differential Eligibility: up to $5 per hour for evening, weekend, and overnight shifts

Eligibility for Remote Work: Eligible for remote work after initial training. Must permanently reside in California and be able to commute to office located in North Oakland. Must attend training on-site when specified by the training team.

Benefits: Medical, Dental, Vision insurance eligibility. Retirement plan eligibility with 2% employer match. 13 paid holidays. Paid sick time off, paid vacation and paid floating holidays available.

Start Date: July 9, 2026

Position Summary

The Text Line Counselor position answers texts through both our Local Alameda County Text Line and 988 Lifeline to provide crisis intervention, information, and referral services and to meet the needs of the community. The counselor will also adhere to the highest possible ethical standards, and comply with program policy and procedures. This assignment is an opportunity to make a meaningful difference in the lives of others and work collaboratively with a team in an innovative and compassionate environment. You must also be open for emergency fill-in shifts.

Supervision/Direction Received: The Text Line Counselor reports to Text Line Shift Supervisors for consultation on shifts. The Text Line Counselor are required to report to a Text Line Program Coordinator for minimum of 60 minutes of individual supervision per month. Text Counselors are also required to receive at minimum 1.5 hour of group supervision per week. All staff are also highly encouraged to attend remote staff meetings 2nd and 4th Wednesdays 9:30AM-10:45AM.

Level of Decision Making: The Text Line Counselor has the authority for the following actions: Answers incoming text/chat sessions on local text line and 988 Lifeline. Utilizes a wide range of crisis line interventions to meet the needs of text line clients. Recommends blocking texters for up to 3 days who are using abusive, aggressive, or disruptive behavior. Recommends breaking confidentiality for mandated reporting (consultation is mandatory) -The agencies you can break confidentiality with include: CPS, APS, Ombudsman. Recommends breaking confidentiality for imminent risk (consultation is mandatory) - another crisis line or community mental health agency, local law enforcement agency or a texter's family member. Recommends program policies, practices, and purchases that increase the effectiveness of the Text Line program

Typical Duties & Job Responsibilities

• Establish rapport, build connections with texters, and take responsibility for texter feedback.
• Recognize that texter-centered solutions and connectedness are key to providing crisis line intervention.
• Display confidence and composure in crisis situations.
• Communicate effectively and compassionately with volunteers, staff, and texters.
• Work collaboratively with others and openness to constructive feedback.
• Work independently using creativity and resourcefulness.
• Willingness to continuously improve skills through supervision, research, and individual development.
• Provide direct service on our Alameda County Text Line and the 988 Text Line
• Respond to third party texters and chat visitors
• Provide outreach support to high risk contacts via text and phone call as needed
• Accurately document staff hours in timesheets and MAA sheets.
• Document contact notes for each and every chat and text session
• Utilize consultation as required
• After consultation with a supervisor, make outreach contacts and referrals to CPS, APS, and emergency services in a timely manner for mandated reporting and imminent risk situations.
• Refer texters presenting with medium-high risk for suicide to the follow-up program
• Connect texters in crisis with the appropriate level of care
• Actively participate in weekly pod supervision
• Maintain confidentiality of other counselors and text/chat visitors

Qualifications

• Requires comparable mental health work experience or graduation from an accredited college or university with an associate's or bachelor's degree in a social science or closely-related field.
• Comfortable with learning new technology, multi-tasking and toggling across multiple technology platforms.
• Flexibility and availability evenings, overnights and weekends
• Experience applying a diversity, equity, inclusion, and belonging lens to work in mental health field
• Ability to utilize supervision
• Excellent interpersonal and communication skills
• Values working cooperatively with others
• Ability to manage deadlines / handle confidential information in professional manner
• Sensitive to the cultural and ethnic diversity of Alameda County
• Preferred one year of crisis work or text/chat counseling experience - including completion of crisis counseling training.

Minimum Qualifications

• Must complete Background Check (DoJ) and LiveScan
• Must live within a 100 mile radius of Oakland, CA 94609
• Must be able to commute onsite to fulfill the role's onsite requirements
• Must be fully vaccinated against COVID-19 (Fully vaccinated is defined as having received both initial doses of either the Moderna or Pfizer vaccine OR the single dose of the Jansen vaccine and at least one booster.) Or have a valid religious or medical exemption.
• Must have access to a secure internet connection (If secure, you should see a padlock next to the wifi symbol), a computer with camera (for remote meetings), a mobile phone (for multi-factor authentication), and a private space for completing confidential work, making calls, and attending meetings. Or be able to work fully onsite to accommodate any of these needs.

Agency Mission & Values

Agency Mission: To reach out and offer support to people of all ages and backgrounds during times of crisis, to work to prevent the suicide of those who are actively suicidal, and to offer hope and caring during times of hopelessness.

Agency Values: We care, from the inside out. With open hearts and minds, we build connections and remain committed to growth to be the best for the people we serve.

Justice, Equity, Diversity, and Inclusion Statement: CSS works toward the elimination of the tragic experience of suicide in Alameda County and this cannot be accomplished without the elimination of racism, sexism, ableism, and other forms of oppression in our community. We acknowledge that dismantling systems of oppression requires active engagement and constant effort. In order to better serve the diverse communities of Alameda County, address the above inequities, and elevate voices and experiences of those directly impacted by suicidal thinking or behaviors.

Crisis Support Services of Alameda County is an Equal Opportunity Employer (EOE) and committed to fostering a diverse and inclusive workplace. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability or veteran status. We value the range of life experiences our staff bring with them and are stronger for having staff and volunteers with lived experience of surviving suicidal crises.

About Crisis Support Services of Alameda County

Founded in 1966, Crisis Support Services of Alameda County offers a broad range of counseling, education and prevention services in a safe environment. CSS' 24-hour crisis hotline responds to more than 65,000 calls each year. Services include on-going therapy groups, school-based counseling, supportive services for seniors, suicide prevention for youth; and community education. Crisis Support Services of Alameda County recognizes and understands the impact of trauma including the challenge of accessing supportive services. Our mission is to provide a welcoming and safe environment, rooted in the belief that through collaboration with clients at every stage of service healing is possible. We invite you to learn more about our agency by exploring our website.

Our Hiring Process

Stage 1: Applied

Stage 2: Review

Stage 3: Pre-Screen Call

Stage 4: Interview

Stage 5: Conditional Offer

Stage 6: Hired

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