988 Shift Lead

RiverValley Consulting Services; Owensboro (KY); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

PTO + 9 holidays

Retirement plan

Tuition reimbursement + CEUs

Clinical supervision

Wellness & EAP programs

Mileage reimbursement

PSLF-eligible employer

Job summary

RiverValley Consulting Services is seeking a 988 Shift Lead for Owensboro, KY to oversee a crisis response center on the 3rd shift (11:00pm–7:30am). The role guides 988 Specialists, ensures policy adherence, and maintains a calm, supportive environment for staff and individuals in crisis.

The position requires leadership experience, strong communication, and familiarity with crisis intervention. In-person work in Owensboro, with comprehensive benefits offered.

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree in psychology, social work, sociology, or human services preferred.

Responsibilities

• Oversee daily operations during shift, ensuring calls/texts/chats are managed effectively and staff follow policies.
• Provide crisis guidance and de-escalation support to specialists as needed.
• Act as escalation point for challenging cases and ensure documentation (incident reports, logs, service reports) is completed.
• Train new staff and provide ongoing development opportunities for team members.

Skills

Leadership & team mgmt

Verbal & written communication

Active listening

Calm under pressure

Empathy & non-judgmental attitude

Crisis intervention familiarity

Computer systems & chat platforms

Education

High school diploma or equivalent

Bachelor’s degree in psychology, social work, sociology, or human services preferred

Job description

Position Title:988 Shift Lead

Location: Owensboro, KY 42301

Job Description

Job Summary: Position is in-person located in Owensboro, KY

Shift Needed: 3rd Shift (11:00pm-7:30am)

RiverValley offers a free and anonymous call line for individuals in any type of crisis. This line can be accessed via call, text or chat, and is staffed around the clock with trained crisis call technicians to promptly address client needs.

The 988 Shift Lead will oversee daily operations during their assigned shift, ensuring effective management of all incoming calls, texts, and chat requests from individuals seeking mental health support and crisis intervention. This role will provide guidance and support, and ensure all procedures are followed to ensure optimal client care and service delivery. The 988 Shift Lead will play a key role in maintaining a supportive, efficient, and calm environment for both staff and individuals in crisis.

Essential Functions:

• Supports a team of 988 Specialists and/or other support staff during a shift, ensuring they adhere to policies, procedures, and best practices.
• Provides guidance to 988 Specialists in crisis situations, including de-escalation techniques and offering resources or interventions as needed.
• Acts as the point of contact for any escalated calls or challenging situations and provide support for complex cases.
• Assists with training new team members and provide ongoing development opportunities for staff, ensuring that they are equipped to manage calls/chats/texts effectively and ethically.
• Ensures the efficient operation of the center during the shift, including handling breaks, and managing the flow of calls/chats/texts.
• Ensure all necessary documentation is completed, including incident reports, shift logs, and service reports. Provides end-of-shift reports to the Administrative Lead 988 Specialist.
• Work closely with other shift leads, managers, and external partners to ensure continuity of care and crisis intervention services.
• Promotes and encourages self-care practices for the team to prevent burnout and maintain emotional well-being in a high-stress environment.
• Adheres to all organizational policies, procedures, and legal requirements regarding confidentiality, privacy (such as HIPAA compliance), and professional conduct.
• Serves as a fully integrated 988 Specialist to assist with call/text/chat response when necessary.
• Other duties as assigned.

Why Choose RiverValley?

RiverValley is now a Certified Community Behavioral Health Clinic (CCBHC), expanding access to high-quality, integrated care in the communities we serve. Join a mission-driven organization committed to clinical excellence, professional growth, and meaningful impact.

We offer:

• Competitive pay
• Comprehensive benefits (health, dental, vision, Telehealth)
• Paid time off + 9 holidays
• Retirement plan options
• Tuition reimbursement + free CEUs
• Clinical supervision
• Wellness & employee assistance programs
• Mileage reimbursement for work related travel
• Public Service Loan Forgiveness (PSLF) - eligible employer

Qualifications

Education and Experience:

• High school diploma or equivalent required. Bachelor’s degree in psychology, social work, sociology, or human services preferred.
• At least one year of experience in a customer service, crisis intervention, or mental health support role is required. Experience in handling crises over the phone, via chat, or text is a plus.

Skills:

• Strong leadership and team management skills with the ability to motivate and support a diverse team of professionals.
• Strong verbal & written communication and active listening skills.
• Ability to remain calm and composed under pressure.
• Empathy, patience, and a non-judgmental attitude.
• Familiarity with crisis intervention techniques and mental health first aid is a plus.
• Proficient in using computer systems, chat platforms, and texting tools for documentation and communication.

Position Type: Full Time

Travel Percentage: High School/GED

Education Level:High School/GED

Job Shift: 3rd

Level: Entry

Equal employment opportunity, including veterans and individuals with disabilities.

PI287287693