Job Descriptions of Telephone Crisis Counselors

by Ashley Miller Google

As the name implies, telephone crisis counselors help people who are in distress, perhaps on the verge of hurting themselves or someone else. Telephone crisis counseling organizations are usually non-profit helplines that provide crisis intervention and act as a bridge between at-risk individuals and mental health or other emegency services. Although many telephone crisis counselors are volunteers, some organizations have salaried positions, as well. Professionals in the counseling field earned an average yearly salary of $39,710, according to the Bureau of Labor Statistics.

Education and Training

The exact educational requirements for telephone crisis counselors can vary. Some agencies will accept applicants with a high school diploma, especially for volunteer positions. Most paid positions require at least a bachelor's degree in counseling or a related mental health field, like social work or psychology, but some prefer candidates with master's degrees. A few crisis counselors may have doctorates in their respective fields, but they generally tend to hold supervisory positions in the organization. Telephone crisis counselors usually need to complete on-the-job crisis intervention training and a supervised probationary period before they can work independently.

Work Environment

Telephone crisis counselors work mainly for non-profit hotlines, but they might also work in hospitals, social service agencies or religious or faith-based organizations. They often work with a team of other counselors. They usually receive supervision as needed, but they might also participate in weekly group supervisory sessions. Since crisis hotline services are available 24 hours a day, seven days a week, the hours for a crisis counselor can vary. Some work full-time during regular business hours, while others work part-time in the evenings or on weekends. They may also need to provide holiday or emergency coverage.


The main responsibility of a telephone crisis counselor is prevention and crisis intervention. Hotlines usually focus their services on suicide prevention or preventing a person from harming someone else, but they also offer supportive counseling to help people with other extremely stressful or overwhelming situations. For example, they might help clients who are homeless, grieving, those who have been diagnosed with a serious illness or people struggling with psychological disorders and stress. They also refer clients to outside organizations, such as hospitals or mental health clinics, for ongoing mental health treatment or services. If a situation sounds truyl dangrous, they would call in first-responders.

Skills Needed

Telephone crisis counseling is not an easy undertaking. You need to be able to react immediately, yet calmly, to crisis situations and quickly build rapport with your callers. You must demonstrate compassion and understanding for people dealing with potentially life-threatening situations and be able to assess serious issues, such as the potential for suicide. Telephone crisis counselors should have good external social support systems. They should also be able to maintain professional boundaries and be able to effectively manage high levels of stress.

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