I have a Rent-a-coop one. I just finished a 3rd batch of chicks under it. Honestly, it does feel hot if you touch it. If you move your hand away even a little, though, you don't feel so much heat. Chicks are meant to be under it, not touching it, so they're ok. (They're fuzz sometimes does look like it's touching, but remember they are fluffy!)
The plate should be raised to about their back height on the low side, and higher on the other side, so the plate is tilted. This way, they can move around to find the heat level they like. Remember to raise it as they grow.