988 Shift Lead

River Valley Behavioral Health; Owensboro (KY); On-site; USD 23,000 - 26,000; Full time

Benefits offered by this job

Competitive pay

Health, dental, vision

Telehealth

Paid time off + 9 holidays

Retirement plan options

Tuition reimbursement + CEUs

Clinical supervision

Wellness & EAP

Mileage reimbursement

PSLF eligible employer

Job summary

RiverValley is seeking an 988 Shift Lead to supervise the crisis line team in Owensboro, KY. The role focuses on guiding crisis responses via calls, texts, and chat, ensuring adherence to procedures and ethical standards.

The position requires 1+ year in crisis or mental health support and a high school diploma or GED, with a preference for a Bachelor's in a related field. In-person, 3rd shift (11:00pm-7:30am) is offered with competitive pay and benefits.

Qualifications

• Requires high school diploma or GED.
• Bachelor's degree in psychology, social work, sociology, or human services preferred.
• At least one year of experience in customer service, crisis intervention, or mental health support.

Responsibilities

• Oversee daily operations of the 988 Center during shift.
• Provide guidance to 988 Specialists in crisis situations and de-escalation.
• Act as point of contact for escalated calls or complex cases.
• Assist with training and ongoing development of staff.
• Ensure smooth shift operation and manage call/chat/text flow.
• Complete incident reports, shift logs, and service reports; provide end-of-shift reports.
• Collaborate with managers and external partners to ensure continuity of care.
• Promote team self-care to prevent burnout and maintain well-being.
• Comply with HIPAA and all confidentiality and professional conduct policies.
• Serve as a fully integrated 988 Specialist when needed.
• Perform other duties as assigned.

Skills

Leadership

Communication

Active listening

Empathy

Crisis intervention

Documentation

Education

High school diploma or GED

Bachelor's degree in psychology, social work, sociology, or human services (preferred)

Job description

Job Details:

Level: Entry, Job Location: Owensboro, KY 42301, Position Type: Full Time, Education Level: High School/GED, Salary Range: $17.00 - $19.00 Hourly, Travel Percentage: Occasional, Job Shift: 3rd, Job Category: Entry Level,

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.