Videophone Crisis Counselor [Deaf Crisis Line - Part Time]

Deaf Crisis Line Crisis Counselor

Organization: DeafLEAD

Job Type: Part-time, Hourly (non-exempt)

Location: Remote 

Reports To: Videophone Program Manager

Department: Videophone Crisis Services

Hourly Range: $17 to $21/hourly (See Compensation section below for more detail)

Organization Summary

DeafLEAD is seeking an experienced and compassionate part-time Deaf Crisis Line Crisis Counselor to join an exciting, supportive and engaging team.

DeafLEAD is a non-profit organization that provides crisis intervention services to Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+ individuals and their families within the state of Missouri and nationwide.  Our mission is to promote the emotional and physical well-being of consumers in a safe and respectful environment utilizing a consumer-centered, trauma-informed approach. 

We are committed to providing a variety of services to effectively meet the changing needs within the Deaf community. These services include (but are not limited to): crisis intervention, safety planning, legal/medical/personal advocacy, case management, crisis videophone/text/chat/hotline services, mental health services, training, and interpreting.

DeafLEAD offers crisis services 24 hours a day, every day of the year.

Essential Functions

• Follow DeafLEAD’s policies and procedures.

• Believe in DeafLEAD’s philosophy and goals as stated in Summary of Organization.

• Provide emotional support and crisis intervention services via the Deaf Crisis Line (DCL), engaging with individuals experiencing distress in a calm, empathetic, and professional manner.

• Conduct risk assessments and collaborate with service users to develop safety plans and appropriate next steps based on their needs.

• When clinically appropriate, complete immediate reconnect attempts with service users via approved communication methods following unexpected disconnection or safety concerns.

• Accurately and thoroughly document all interactions in accordance with program standards and required timelines.

• Utilize established protocols and guidelines to determine when to notify child protective services or contact emergency services for intervention.

• Consult with On Call Supervisors, Senior Crisis Counselors, and leadership staff regarding complex or high-risk situations, ensuring appropriate decision-making and support

• Participate in ongoing quality assurance processes, including quarterly evaluations and additional reviews as needed, and apply feedback to improve performance.

• Successfully complete all required trainings, certifications, and continuing education to maintain competency and alignment with crisis line standards.

• Participate in required meetings, including monthly agency in-service meetings, and engage in team communication and updates.

• Maintain compliance with all DeafLEAD policies, procedures, and expectations, demonstrating alignment with the organization’s mission and values.

• Perform additional duties as needed to support program and organizational operations.

Qualifications 

• Must complete all required crisis line trainings (minimum 100 hours) upon hire (see Training Section below).

• American Sign Language (ASL) fluency is required.

• Minimum age of 18.

• Must be able to pass a background check.

• Bachelor’s degree or higher in psychology, social work, or related field, or an equivalent combination of education and relevant experience preferred.

• Ability to maintain focus and engagement during extended interactions, including managing multiple conversations or tasks as needed.

• Ability to follow established protocols and guidelines while adapting to the needs of each individual interaction.

• Strong attention to detail and ability to accurately document in accordance with program standards.

• Ability to receive feedback and apply coaching to improve performance and skill development.

• Ability to work independently in a remote environment while remaining responsive to supervisors and team communication.

• Ability to maintain confidentiality and handle sensitive information with professionalism and discretion.

• Demonstrated ability to work effectively with individuals from diverse backgrounds and identities, including the ability to communicate respectfully and maintain professionalism in emotionally charged situations.

• Ability to remain calm and engage effectively with individuals experiencing emotional distress, including managing high stress or urgent situations.

• Ability to demonstrate empathy, active listening, and non-judgmental communication when supporting individuals in crisis.

• Strong English writing and reading comprehension skills.

• Proficiency in basic computer and web-based systems (e.g., Microsoft Teams, Zoom, web browsers) and ability to navigate multiple platforms simultaneously during live interactions.

• Access to reliable internet and a desktop or laptop computer that can both utilize Zoom and a web browser simultaneously (Google Chrome recommended).

• Must have access to a private, secure workspace that ensures confidentiality, privacy, and freedom from external distractions.

Training

• Must complete a minimum of 100 hours of required crisis line training upon hire and attend all sessions without any conflicting commitments.

• Training is Monday-to Friday from 9 AM to 5 PM CST. Upon hire, a more detailed training agenda will be provided prior to the start of the training period.

Compensation/Benefits 

• $17 to $21/hourly*

• Shift differentials are paid for hours worked between 11:00 PM and 7:00 AM as well in the amount of $4.00 extra on top of base hourly pay.

• Paid Time Off

*External hires typically start between the minimum and midpoint of the hourly range, based on education, qualifications, internal equity, and budget availability. This position is supported through a federal award, and continued employment is contingent upon the availability of this funding.

Schedule/Time Commitment

Candidates will choose the schedules they’re available for, and based on that, they’ll be assigned a shift. After training, they’ll be expected to work the schedule they were given. Candidates must be able to meet the posted schedule and attend required shifts and meetings (meetings may occasionally be outside your normal shift hours). Occasional flexibility in your schedule may be required to ensure crisis line coverage.

Technology Requirements

Technology requirements will be discussed in detail upon hire.

Work Environment

Collaborative Virtual Workspace: DeafLEAD crisis line counselors work shifts on Zoom alongside fellow counselors and shift supervisors to foster connection, engagement, and support.

Camera Requirement: During training and while on shift, staff are expected to be on camera to actively participate and engage with their peers. Since DeafLEAD fosters an inclusive environment for Deaf and hard-of-hearing staff, maintaining clear visibility on camera is important for communication.

Distraction-free space: Staff should work in a dedicated, private workspace with the ability to appear on camera without the use of virtual backgrounds and free from background noise, visual distractions, and interruptions to ensure full engagement with chats, texts, and team interactions. This means working in a private space where conversations cannot be overheard, and where movement, flashing lights, or other visual distractions are minimized.

DeafLEAD is committed to creating an inclusive and accessible work environment. This role requires empathy, adaptability, and cultural awareness, particularly in supporting employees who are Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+. 

Confidentiality and Nondisclosure of Trade Secret

As a condition of employment, DeafLEAD employees are required to protect the confidentiality of DeafLEAD trade secrets, proprietary information, and confidential commercially sensitive information (e.g. financial or sales records/reports, marketing or business strategies/plans, product development, customer lists, patents, trademarks) related to DeafLEAD. Access to this information should be limited to a “need to know” basis and should not be used for personal benefit, disclosed, or released without prior authorization from management. 

If you have information that leads you to suspect that employees are sharing such information in violation of this policy and/or competitors are obtaining such information, you are required to inform DeafLEAD’s PEO partner.

Violation of this policy may result in disciplinary action up to and including termination and may subject the violator to civil liability.

Inventions

Any invention created, in whole or in part, during your work hours, or from the use of equipment or facilities belonging to DeafLEAD and its PEO partner, is a “work for hire” and is the property of DeafLEAD.

If you intend to develop and maintain property rights to any invention that relates in any way to products or services of DeafLEAD, you are required to obtain a written waiver of this policy, signed by both you and the CEO of DeafLEAD.

DeafLEAD is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

DeafLEAD hires remote candidates in the following states:

AL, AZ, AK, CO, DC, FL, GA, IN, IA, KS, KY, LA, MD, MI, MN, MS, MO, NV, NJ, NM, NC, OK, PA, SC, TN, TX, UT, VT, VA, WI.