988 Crisis Helpline Shift Supervisor (Evenings/Nights)

First Choice Services Inc; Charleston (WV); On-site; USD 45,000 - 60,000; Full time

Job summary

First Choice Services Inc. is seeking a dedicated 988 Shift Supervisor to support WV 988 and National 988 programs, guiding crisis counselors and staff during evenings, weekends, and overnight hours.

You will audit interactions, provide debriefs, and escalate issues while upholding privacy and HIPAA standards. The role requires strong leadership, clear communication, and the ability to manage multiple tasks in a fast-paced call/text/chat center environment, ensuring compassionate, compliant

Qualifications

• Bachelor’s or Associate’s degree in a Human Services or management field preferred.
• High School Diploma or equivalent required.

Responsibilities

• Leads and guides weekend, evening and overnight crisis counseling staff.
• Monitors 988 call, chat and text interactions; Performs audits as needed.
• Provides shift and contact debriefing as well as shift reporting.
• Conducts research in support of program needs.
• Collaborates with Program Director, Assistant Directors, and Coordinators to provide shift in-service.
• Monitors staff for secondary trauma and self-care needs.
• Acts as liaison between shift staff and program management.
• Assumes a minimum of one call, chat or text per shift and more as needed.
• Fosters a positive and collaborative work environment.
• Provides support, and resolves problems and complaints.
• Monitors helpline performance during shift to ensure policy adherence.
• Meets daily or other reporting requirements.
• Gathers and exchanges information based on caller needs and circumstances.
• Communicate information about treatment services and supports without bias.
• Follow-up with callers to monitor progress and provide referrals.
• Respect caller privacy under HIPAA and other laws.
• Provide all services ethically while maintaining dignity.

Skills

Leadership

Interpersonal skills

Communication (written)

Communication (verbal)

Judgment

Empathy

Multi-tasking

Problem solving

Organizational skills

Attention to detail

Computer skills

Initiative

Integrity

Cooperation

Flexibility

Independent work

Stress tolerance

Active listening

Education

Bachelor’s or Associate’s degree in a Human Services or management field preferred

High School Diploma or equivalent required

Job description

First Choice Services Inc. is seeking a dedicated 988 Shift Supervisor to support WV 988 and National 988 programs, guiding crisis counselors and staff during evenings, weekends, and overnight hours.

You will audit interactions, provide debriefs, and escalate issues while upholding privacy and HIPAA standards. The role requires strong leadership, clear communication, and the ability to manage multiple tasks in a fast-paced call/text/chat center environment, ensuring compassionate, compliant