Crisis Line Specialist

Position Title: 988 Crisis Call/Text/Chat Specialist (Part-Time)

Organization: Arkansas Crisis Center
Reports To: 988 Program Manager
Status: Part-time, hourly, non-exempt
Schedule: 20–30 hours per week; This role includes some overnight shifts.
Location: Remote (Arkansas-based)

About Arkansas Crisis Center

Arkansas Crisis Center provides compassionate, confidential support to individuals experiencing emotional distress, mental health challenges, and suicidal crisis. As part of the 988 Suicide & Crisis Lifeline, we serve Arkansans 24/7 — ensuring that no one has to face a crisis alone.

Our work is grounded in dignity, hope, and the belief that every person deserves to be heard and supported.

Position Summary

The 988 Crisis Specialist provides compassionate, trauma-informed support to individuals experiencing emotional distress, mental health crises, and suicidal ideation via phone, text, and chat through the 988 Lifeline.

Crisis Specialists use active listening, evidence-informed crisis intervention, suicide risk assessment, and collaborative safety planning to support help seekers while promoting dignity, hope, and connection to care.

This role requires sound judgment, emotional resilience, strong documentation practices, and the ability to respond effectively in high-stress situations while maintaining confidentiality and adherence to 988 Lifeline and Arkansas Crisis Center standards.

Primary Responsibilities

• Respond to incoming 988 calls, texts, and chats promptly and professionally
• Provide empathetic, nonjudgmental support using trauma-informed and person-centered approaches
• Conduct suicide risk and safety assessments using approved protocols
• Collaborate with help seekers to navigate de-escalation and develop safety plans
• Provide appropriate referrals to local resources, emergency services, and community supports
• Navigate the 988 Unified Platform and related systems to manage conversations and documentation in real time
• Maintain accurate, timely, and thorough documentation in accordance with 988 and organizational standards
• Follow policies related to confidentiality, duty to warn, and active rescue procedures
• Utilize supervision and consultation appropriately during high-risk or complex interactions

Required Qualifications

• Must be at least 18 years of age
• High school diploma or equivalent
• Ability to maintain strict confidentiality and handle sensitive information appropriately
• Strong verbal and written communication skills
• Ability to remain calm, focused, and compassionate in high-stress situations
• Strong computer skills and ability to quickly learn and navigate multiple systems simultaneously
• Reliable internet access and a private workspace for remote shifts
• Overnight shift availability

Preferred Qualifications

• Education or experience in public health, social work, psychology, counseling, human services, or related field
• Experience supporting individuals in crisis or working with vulnerable populations
• Knowledge of suicide prevention, trauma-informed care, or crisis intervention practices
• Familiarity with Arkansas resources and service systems
• Bilingual skills or lived experience navigating mental health systems

Core Competencies

Successful Crisis Specialists demonstrate:

• Empathy and emotional intelligence
• Cultural humility and respect for diverse lived experiences
• Ability to support individuals across cultures, identities, and life experiences
• Sound judgment and ethical decision-making
• Ability to manage stress and maintain professional boundaries
• Adaptability and teamwork in a fast-paced environment

Training & Professional Support

Arkansas Crisis Center provides comprehensive training and ongoing support, including:

• Completion of the Arkansas Crisis Center training program
• Applied Suicide Intervention Skills Training (ASIST) or equivalent
• Ongoing coaching, supervision, and quality improvement feedback
• Continuing education and skill development opportunities

Work Environment & Emotional Resilience

This position involves supporting individuals experiencing trauma, grief, suicidal ideation, and emotional distress. Crisis Specialists regularly engage with complex and emotional situations.

Arkansas Crisis Center prioritizes staff wellness and provides supervision, debriefing, and peer support to promote resilience and sustainability in this work.

Compensation & Opportunities

• Starting pay: $16.00–$18.00 per hour, based on experience and qualifications
• Shift differentials may be available for overnight or high-need coverage
• Paid training provided
• Opportunities for advancement and increased hours as programs grow

Our Commitment

Arkansas Crisis Center is committed to fostering an inclusive environment where diverse perspectives are valued. We encourage applicants with varied backgrounds, identities, and lived experiences to apply.

Job Type: Part-time

Pay: From $16.00 per hour

Language:

• Spanish (Preferred)

Shift availability:

• Overnight Shift (Preferred)

Work Location: Remote