Call Center Supervisor (988 Crisis Hotline)

SUMMARY STATEMENT OF POSITION:

The Supervisor oversees staff within the Crisis Services program, providing supervision, performance management, and professional development. This role manages the full employee lifecycle, from onboarding to retention. The Supervisor delivers structured supervision, conducts performance evaluations, and ensures accountability through coaching and feedback. They also monitor policy compliance, support ongoing training, and uphold clinical and operational standards to sustain a high-performing, mission-driven team.

PRIMARY DUTIES:

• Provide real-time coaching, supervision, and escalation support while maintaining direct service coverage as needed or when requested.
• Deliver individual and group supervision, ongoing performance feedback, targeted coaching to support staff growth and retention, and complete annual performance evaluation for all assigned staff.
• Deliver community of practice, case staffing groups each week to build on staff skill development.
• Promote staff wellness through debriefing, recognition, and fostering resilience after challenging contacts.
• Collaborate with program leadership (e.g. program directors, quality assurance managers) on workflow improvements, compliance, and quality initiatives.
• Maintain a current understanding of frontline work through 3 hours of direct service (voice and chat/text) engagement per week.
• Perform other duties as assigned to support the mission and evolving 24/7/365 operations.

ESSENTIAL COMPENTENCIES:

• Strong ability to oversee crisis line operations, manage people, and make sound decisions under pressure.
• Skilled in supervision, coaching, and mentoring staff through onboarding, development, and retention.
• Proficient in quality assurance, performance feedback, and reinforcing training in real time.
• Excellent communication and collaboration skills to build trust and align with leadership goals.
• Knowledgeable of crisis intervention best practices, and ethical standards
• Flexible and resilient in a 24/7/365 setting, modeling professionalism, self-care, and continuous learning.

QUALIFICATIONS:

• Bachelor's degree in social work, Counseling, Psychology, or related field and a minimum of 1-year of direct supervisory experience in crisis intervention, suicide prevention, or behavioral health. A minimum of 2-3 years of direct supervisory experience can substitute for the bachelor’s degree requirement.
• Strong knowledge of risk assessment, trauma-informed care, and de-escalation techniques.
• Flexible and resilient in a 24/7/365 environment, modeling self-care and continuous growth.

Shifts Available

8:00 AM – 4:30 PM

11:00 AM – 7:30 PM

2:00 PM – 10:30 PM

8:00 PM – 4:30 AM