Job Description

Be the person who helps someone through their hardest moment.

Sometimes, one conversation can change the direction of someone's day - or their life.

As a 988 Wisconsin Lifeline Counselor with Family Services, you will be there when people across Wisconsin reach out for support during moments of crisis, uncertainty, or emotional distress. Through phone, text, and chat, you will listen, help people feel heard, assess immediate safety needs, and work alongside them to identify the next step forward.

This is meaningful, challenging work - and you will not do it alone. You will receive training, ongoing coaching, supervision, and support from a team committed to helping both our callers and one another.

If you have a background in human services or behavioral health and want to use your skills in a role where your work has a real impact every day, we would love to hear from you.

• Remote, Hybrid or In-Person Options
• Wisconsin
• Competitive wage + shift differential, benefits
• Full-Time | 2-2-3 rotation, 11-hour shifts
• Bachelor's degree OR qualifying combination of education and experience

What You Will Do

Every interaction is different. In this role, you will:

• Provide compassionate crisis support through phone, text, and chat
• Listen without judgment and build rapport with people experiencing emotional distress
• Assess safety and help individuals navigate behavioral health, substance use, relationship, financial, basic-needs, and other life challenges
• Collaborate with help seekers to develop safety plans and identify practical next steps
• Connect individuals with behavioral health and community resources throughout Wisconsin
• Coordinate additional crisis or emergency support when necessary
• Complete timely and accurate documentation
• Participate in ongoing coaching, supervision, training, and professional development
• Work alongside a team that values collaboration, learning, respect, and continuous improvement

The position includes crisis assessment, safety planning, resource coordination, documentation, quality review, coaching, and collaboration with community providers and emergency resources when appropriate.

You May Be a Great Fit If...

• You are someone who can remain calm when another person is overwhelmed. You listen carefully, communicate with empathy, think critically, and can make thoughtful decisions when situations move quickly.
• You may come from crisis services, behavioral health, social work, counseling, case management, community services, or another human-services environment.
• You have strong time management skills and the ability to meet work demands on an independent basis.
• Most importantly, you are comfortable learning, receiving feedback, following established protocols, and working as part of a team.

What You Bring

• Required Education: A bachelor's degree in Social Work, Psychology, Counseling, Human Services, Sociology, Behavioral Sciences, or a closely related field - or an equivalent combination of education and qualifying experience as permitted under applicable regulations.
• Experience: At least one year of experience in behavioral health, crisis intervention, counseling, case management, human services, or a combination of relevant education, training, and experience.
• Experience supporting individuals experiencing mental health or substance-use concerns or providing crisis intervention is a plus.

We are looking for people who bring compassion, sound judgment, strong communication skills, and a willingness to learn.

Work Where You Can Do Your Best Work

Depending on business needs and eligibility, this position offers the opportunity to work:

• Fully remote | Hybrid | In person in Green Bay
• Remote employees must:
• Live and work within Wisconsin
• Maintain a private and secure workspace
• Have reliable high-speed internet
• Meet Family Services' technology and remote-work requirements
• Team members work a 2-2-3 rotation (11-hour shifts), enjoying every other three-day weekend off! 988 Wisconsin Lifeline services are available 24/7, 365 days a year, including holidays. Candidates are expected to be available for regular shifts throughout the year. Enjoy a shift differential while working 2nd, 3rd and all Weekend shifts.

Why This Work Matters

When someone contacts 988, they do not need someone who has all the answers.

• They need someone who will listen.
• Someone who will stay present.
• Someone who can help them find the next step.

That someone could be you.

Join Family Services and help us fulfill our mission to Protect, Heal and Care while supporting people throughout Wisconsin when they need connection and support most. The Family Services mission is incorporated into the position's essential responsibilities

Family Services is committed to providing equal employment opportunities to employees and applicants in accordance with applicable federal, state, and local laws. Reasonable accommodations may be available to qualified individuals with disabilities.