Chat and Text Follow Up Services Coordinator

Organization: DeafLEAD

Job Type: Full-time, Salaried (exempt) 

Location: Remote 

Reports To: Chat and Text Operations Manager 

Department: Chat and Text 

Salary Range: $54,000 to $59,000/annually (See Compensation section below for more detail) 

*External hires are usually brought on to DeafLEAD between the minimum to midpoint of the posted salary range depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role.

Position Summary

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 is seeking an experienced and compassionate full-time Chat and Text Follow Up Services Coordinator to join an exciting, supportive, and engaging team that provides crisis intervention services as part of the 988 Suicide and Crisis Lifeline Chat and Text network. 

Key Responsibilities 

Follow-Up Services Program Oversight 
Coordinate and oversee the day-to-day operation of DeafLEAD’s Follow-Up Services Program. Monitor service delivery, follow-up completion rates, timeliness, documentation quality, and adherence to established protocols to ensure high-quality and consistent service provision. 

Follow-Up Assignment and Workflow Management 
Monitor follow-up assignments and workloads to ensure contacts are distributed appropriately and completed within required timeframes. Identify barriers to timely completion and collaborate with operational leadership to address workflow concerns and resource needs. 

Quality Assurance and Service Review 
Conduct routine reviews of follow-up interactions, documentation, and service outcomes to ensure compliance with organizational, contractual, and clinical standards. Provide feedback, coaching, and guidance to staff regarding follow-up service delivery and documentation practices. 

Functional Leadership and Staff Support 
Provide functional leadership and subject matter expertise to Follow-Up Shift Supervisors, Senior Follow-Up Crisis Counselors, and Follow-Up Crisis Counselors. Offer guidance, coaching, and consultation regarding follow-up procedures, service expectations, documentation standards, and complex cases. Formal personnel management responsibilities remain with supervisory and management staff. 

Complex Case Consultation 
Provide consultation and support regarding high-risk, complex, or sensitive follow-up contacts. Assist staff in determining appropriate intervention strategies, risk assessment approaches, safety planning considerations, and resource referrals. 

Program Development and Continuous Improvement 
Develop, implement, and maintain policies, procedures, workflows, and best practices related to follow-up services. Identify trends, service gaps, and opportunities for improvement and collaborate with leadership to enhance program effectiveness and consumer outcomes. 

Training and Staff Development 
Assist with onboarding, training, and ongoing professional development activities related to follow-up services. Develop educational materials, facilitate training opportunities, and support staff competency in follow-up service delivery. 

Data Monitoring and Reporting 
Track and analyze follow-up program metrics, including service volume, completion rates, timeliness, outcomes, and quality indicators. Prepare reports and recommendations regarding program performance, operational needs, and opportunities for improvement. 

Direct Service Activities 
Maintain competency in follow-up service delivery by periodically conducting follow-up contacts, reviewing cases, observing service delivery, and participating in direct service activities as needed to support program operations and quality assurance efforts. 

Collaboration and Organizational Support 
Collaborate with Operations Managers, Workforce Management, Quality Assurance, Training, and other stakeholders to ensure effective integration of follow-up services within broader Chat and Text operations. 

Other Duties 
Perform other duties as assigned to support operational needs and organizational goals. 

Qualifications 

• Must complete all required crisis line trainings (minimum 100 hours) upon hire (see Training Section below). 
• Minimum age 18. 
• Must be able to pass a background check. 
• American Sign Language (ASL) fluency is preferred but not required. 
• Bachelor’s degree or higher in psychology, social work, counseling, public health, or a related field preferred, or an equivalent combination of education and relevant experience required. 
• A minimum of two years of experience in crisis services, mental health, behavioral health, social services, case management, care coordination, follow-up services, or a related field is preferred. A minimum of one year of relevant experience is required. 
• Demonstrated experience providing direct services to individuals experiencing crisis, emotional distress, mental health concerns, or other complex needs. 
• Demonstrated knowledge of risk assessment, safety planning, continuity of care, resource referral, and follow-up service delivery practices. 
• Demonstrated ability to provide coaching, consultation, guidance, and subject matter expertise to staff in a professional setting without direct supervisory authority. 
• Demonstrated ability to identify operational challenges, evaluate workflows, and implement process improvements. 
• Strong analytical and problem-solving skills, including the ability to interpret service data, identify trends, and make recommendations based on findings. 
• Ability to review documentation, assess service quality, and provide constructive feedback to promote consistency and adherence to established standards. 
• Strong judgment and ability to assess risk and determine when escalation, consultation, or intervention is necessary. 
• Ability to work collaboratively with supervisors, managers, quality assurance staff, trainers, workforce management staff, and other stakeholders. 
• An ability to work with people of various backgrounds and identities (e.g., race, color, gender, ability, religion, veteran status, etc.). 
• Ability to remain calm, organized, and solution-focused when addressing complex service delivery issues or high-risk situations. 
• Caring and empathetic person with the ability to provide guidance, consultation, and corrective feedback while maintaining professionalism and positive working relationships. 
• Exceptional English writing and reading comprehension skills, including the ability to review documentation, communicate expectations clearly, and prepare reports or recommendations. 
• Basic computer literacy, including proficiency in Microsoft Teams, SharePoint, Zoom, Google Chrome, and standard office applications. Must be able to learn new technological tools efficiently. 
• Experience using electronic documentation systems, crisis service platforms, case management systems, or similar technology is preferred. 
• Access to reliable internet and a desktop or laptop computer that can both utilize Zoom and a web browser simultaneously (Google Chrome recommended). 
• Applicants must have access to a private, secure workspace that ensures confidentiality, privacy, and freedom from external distractions. 

Compensation 

•  $54,000 to $59,000/annually* 
• Health, vision, and dental insurance  
• 401(k) retirement  
• Paid Time Off (sick, holiday, vacation, and personal) 

*External hires typically start between the minimum and midpoint of the salary 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

Schedule/Time Commitment 

T40 hours per week, typically during standard business hours. Because DeafLEAD provides 24/7 crisis services, occasional work outside of standard business hours — including evenings, weekends, or extended hours — may be required to support coverage and organizational needs. 

Each employee will establish a “typical schedule” with their manager. When work is required outside of that schedule, employees should coordinate with their manager to adjust their hours as appropriate. Required meetings may occasionally take place outside of an employee’s typical schedule. Flexibility, both on the part of the employee and the agency, is essential to ensure high-quality service delivery. 

Work Environment

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 (i.e. financial or sales records/reports, marketing or business strategies/plans, product development, customer lists, patents, trademarks, etc.) 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 DeafLEAD's 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, AR, AZ, CO, DC, FL, GA, IL, IN, IA, KS, KY, LA, MD, MI, MN, MS, MO, NV, NJ, NM, NC, NY, OK, PA, SC, TN, TX, UT, VA, WI, VT.