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Hotline Counselor (Overnight)

2-1-1 Big Bend

Tallahassee, florida

Job Details



Full Job Description

Hotline Counselor (Full-Time)

Location: Tallahassee, FL

Hours: Full-Time, 40 hours a week. Varying schedule times open.

Compensation: Starting annual salary of $37,900 plus benefits package (see below)

Summary of Qualifications:

  • Strong drive to make a difference in the lives of others
  • Ability to work night and weekend hours
  • Computer savviness
  • Bachelor's degree preferred
  • Applicants should possess a motivation to help people, a non-judgmental attitude, and an ability to empathize as well as excellent interpersonal, verbal and written communication skills.
  • Applicants who have successfully completed 2-1-1 Big Bend Hotline Counselor Training, Florida HIV/AIDS Hotline Counselor Training, Family Health Line Training, Shift Supervisor Training, and have 200 hours of hotline experience with satisfactory evaluations (including attendance) in all positions held are preferred.


Full Job Description

About us: 2-1-1 Big Bend a nonprofit agency that has served the eight-county Big Bend region for over 53 years. We operate as a 24/7 hotline that provides short-term counseling, suicide prevention and intervention, crisis assistance, training, needs assessment, and accurate resource information provision using our community resource database. We answer calls for the 9-8-8 Suicide and Crisis Lifeline primarily for the Big Bend region and secondarily for the other 6 counties in NW Florida. We provide several specialized care coordination programs for the region. Our team is comprised of about 45 employees (that includes PT and FT staff) who work a mix of in-office and at-home shifts. Our operations are also support by our robust volunteer hotline counselor program and about half of our staff are hired from our volunteer pool. We place an emphasis on community involvement, mental health support, and individual self-care. 2-1-1 Big Bend supports veterans and offers a family-friendly work environment.

About the position: We are looking to hire community-oriented and empathetic individuals to become crisis counselors and answer Helpline 2-1-1 and 9-8-8. This critical role ensures North Florida residents always have someone to call when a need arises. Our externally recruited counselors receive an initial 3 weeks of classroom training. Hotline counselors must take calls with supervisory oversight before being authorized to take calls independently. We will provide new hires with comprehensive training on how to assist individuals experiencing a wide range of issues (suicidal crisis, mental health crisis, struggles with substance abuse, or other emotional stressors) in addition to continued education and certification opportunities while employed. It is only after achieving competency and comfort by working alongside a skilled counselor do these positions work independently. We think you'll thrive in this role if you:

  • Have high integrity and discretion
  • Want to work for an organization that serves a higher purpose than just making a profit
  • Gravitate towards situations that allow you to help others
  • Have worked in fast paced environments such as food service or community mental health
  • Are empathetic
  • Are looking for more than just a "job" and want a stable career with a growing company
  • Are interested in earning industry-specific certifications
  • Currently live in or around Tallahassee, FL or have aspirations to relocate here

If this describes you, please read on!


Essential Functions of the Hotline Counselor

  • Answer 211 and 988 hotline calls
    • Serve as crisis counselor for people utilizing 2-1-1 Big Bend services
    • Perform suicide and safety assessment for callers thinking about suicide or experiencing mental health crisis
    • Adhere to Lifeline best practices when providing crisis counseling
    • Maintain a calm and sensitive demeanor
  • Navigate and utilize digital information from our internal systems
  • Work both independently and collaborate as part of a team
  • Apply critical thinking in daily work
  • Work during emergency situations or natural disasters, unless the state mandates evacuation
  • Study for, obtain, and maintain national certifications when eligible (training and exam fees will be provided)


The ideal candidate is someone who:

  • Is passionate about 2-1-1 Big Bend's mission and giving back to the community
  • Has prior experience in crisis counseling or a 211 call center (preferred)
  • Is computer savvy with working knowledge of Microsoft Suite programs (Word, Excel), email (Outlook), and can learn additional programs with training
  • Has a Bachelor's degree (preferred)
  • Has a reliable means of transportation and can work in our Tallahassee-based office
  • Knows how to communicate professionally (phone, email, Slack, and text messaging)
  • Is available to work full-time, 40 hours per week (schedule TBD)


At 2-1-1 Big Bend, we know that satisfied employees are key to a thriving business. We are pleased to offer:

  • Annual salary of $37,900
  • Individual health insurance through Capital Health Plan or Florida Blue, vision, and dental (100% employer-covered)
  • Paid sick leave and annual leave (rate of accrual increases the longer you work at 2-1-1 Big Bend)
  • Twelve (12) paid holidays
  • 403b retirement plan with a 3% employer match after one year of employment
  • Paid professional development and training opportunities


If you think you’d be a good fit, we’d love to see you apply!

When applying, please upload your resume and a cover letter that includes contact information for three (3) professional references (either phone number or email address).

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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