CHS Shift Supervisior

Common Ground; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Common Ground seeks a 988 NBU Crisis Shift Supervisor to oversee remote crisis staff and ensure compassionate, evidence-informed responses across phone and text/chat channels. The role emphasizes supervision, coaching, and adherence to Lifeline and organizational standards.

You'll coordinate daily operations in a virtual setting, monitor service flow, and support staff with risk assessment, safety planning, and escalation when needed. Strong crisis intervention skills are essential.

Qualifications

• Knowledge of crisis intervention models and suicide prevention practices.
• Ability to assess risk, safety planning, and emergency coordination.
• Experience supervising staff in remote crisis environments.
• Familiarity with confidentiality and privacy requirements.

Responsibilities

• Oversee 988 NBU Crisis Specialists and daily phone/text/chat activity during shifts.
• Provide supervision, coaching, and real-time consultation to crisis staff.
• Monitor queues, staffing levels, and service flow across channels.
• Respond to high-risk situations and coordinate emergency response when needed.
• Ensure accurate documentation and adherence to policies and quality standards.

Skills

Crisis intervention

Suicide risk assessment

Staff supervision

Remote work

Coaching

Communication

Education

High school diploma or GED

Bachelor’s degree preferred in behavioral health / related field

Tools

CRM systems

Scheduling tools

Payroll systems

Microsoft Office

Job description

Full-Time MiCAL
6p-4a Saturday to Monday
12a-8a Tuesday-Saturday

Part-Time NBU Chat/Text
12am-8am Sunday & Monday
8am-4pm Sunday & Monday
4pm-12am Sunday & Monday

SUMMARY:

The 988 NBU Crisis Shift Supervisor is a remote, at-will position responsible for supporting the daily operation of Common Ground’s 988 NBU phone and text/chat services as part of the Vibrant 988 National Back-up Center network. Common Ground provides crisis phone and text/chat services, supporting individuals across the United States when local or state-based 988 centers are unable to respond within expected service timeframes. The 988 NBU Crisis Shift Supervisor oversees 988 NBU Crisis Specialists, provides real-time consultation and support during scheduled shifts, monitors phone and text/chat activity and service flow, supports quality and performance expectations, and helps ensure compassionate, evidence-informed crisis intervention, suicide prevention, emotional support, safety planning, information and referral, and follow-up support are delivered in accordance with 988 Lifeline, Vibrant, and Common Ground procedures. The ideal Supervisor is trauma-informed, culturally responsive, organized, calm under pressure, skilled in coaching and problem-solving, comfortable working in a fast-paced virtual environment, and able to support Crisis Specialists while maintaining quality, confidentiality, and professionalism.

ESSENTIAL JOB FUNCTIONS:

• Daily Operational Oversight: Oversee assigned 988 NBU Crisis Specialists and daily phone and text/chat activity during scheduled shifts, including service flow, staff coverage, responsiveness, quality expectations, documentation completion, and adherence to Common Ground, Vibrant, and 988 Lifeline requirements.
• Staff Supervision and Support: Provide direct supervision, real-time consultation, coaching, and support to Crisis Specialists; conduct regular one-on-one supervision meetings; support staff accountability, engagement, development, and performance management in accordance with established policy and procedure.
• Crisis Consultation and Escalation: Provide consultation to staff regarding suicide risk assessment, safety planning, emergency intervention, active rescue, mandated reporting, complex caller needs, and other urgent situations; coordinate with leadership or emergency response resources as needed.
• Training and Development of Staff: Participate in orientation of new Crisis Specialists, reinforce required crisis intervention practices, monitor assigned online learning or training completion, conduct ongoing coaching and skill development, and support readiness before staff independently respond to 988 phone and text/chat contacts.
• Quality Monitoring and Coaching: Provide coaching to Crisis Specialists using established quality tools, encounter review, phone and text/chat contact monitoring, documentation review, and performance feedback; identify trends, reinforce strengths, and support continuous improvement in service delivery.
• Shift Coverage and Queue Monitoring: Monitor phone and text/chat queues, staffing levels, service activity, and operational needs throughout the assigned shift; collaborate on shift scheduling, coverage needs, and daily assignments; remain available to provide back-up crisis response and overflow support as needed.
• 988 Crisis Response: Respond promptly, professionally, and compassionately to incoming 988 phone and text/chat contacts when needed, using approved protocols and evidence-informed crisis intervention practices.
• Suicide Risk Assessment and Safety Planning: Support Crisis Specialists in assessing risk, identifying protective factors, completing collaborative safety planning, recognizing changes in risk, and using the least invasive intervention necessary to promote immediate and ongoing safety.
• Emergency Intervention Coordination: Consult with appropriate leadership when a individual served presents imminent risk of harm to self or others, coordinate emergency response resources, and ensure active rescue or emergency intervention procedures are followed in accordance with 988 Lifeline, Vibrant, and Common Ground policies.
• De-escalation and Emotional Support: Model and coach active listening, validation, collaborative problem-solving, brief supportive counseling, and de-escalation for individuals experiencing suicidal thoughts, emotional distress, substance use concerns, mental health symptoms, interpersonal conflict, grief, trauma, or other crisis situations.
• Resource Navigation: Ensure staff use approved resource databases and referral tools to provide accurate information and connection to mental health, substance use, shelter, food, domestic violence, victim assistance, veteran, youth, and other community-based supports as appropriate.
• Documentation and Record Review: Ensure staff accurately and efficiently document all phone and text/chat interactions, assessments, referrals, safety planning, follow-up needs, and emergency interventions in required platforms; review documentation as assigned and ensure records are complete, accurate, and signed before the end of each shift.
• Administrative Functions: Complete or support administrative duties including payroll review and approval, attendance monitoring, shift scheduling collaboration, staff communication, debriefing according to established policy and procedure, and completion of assigned supervisory documentation.
• Platform and Technology Use: Utilize assigned 988 Back-up Center, CRM, scheduling, communication, payroll, quality, and documentation systems while maintaining data security, privacy, and operational readiness.
• Team Collaboration: Work closely with program leadership, other supervisors, quality team, trainers, and crisis team members to support consistent service delivery, consultation, employee development, shift coverage, and continuous improvement.
• Follow-Up Support: Ensure assigned follow-up phone and text/chat contacts are completed within program scope to support ongoing safety, connection to care, and service continuity.
• Remote Work Proficiency: Perform all duties from a secure, private remote workspace that supports confidentiality, focus, professional communication, staff consultation, and reliable access to required systems.
• Training and Policy Compliance: Complete required Common Ground, Vibrant, 988 Lifeline, compliance, supervisory, technology, and continuing education training; ensure Crisis Specialists follow applicable policies, procedures, ethical standards, confidentiality requirements, and quality expectations.
• Flexibility and Coverage: Hours may vary from time to time. Maintain flexibility to support 24/7 crisis center operations, including evenings, overnights, weekends, holidays, high-volume periods, staff absences, training needs, and additional coverage as assigned.

SUPERVISION:

988 NBU Crisis Specialists and other assigned crisis line staff.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of crisis intervention models, including the Caplan Model (preferred), suicide prevention practices, de-escalation techniques, motivational interviewing, and collaborative problem-solving.
• Strong judgement and problem-solving abilities to assess presenting needs, identify risk, determine appropriate next steps, support staff consultation, and elevate urgent concerns when needed.
• Ability to complete and coach others in suicide risk screening, risk formulation, collaborative safety planning, emergency intervention coordination, and appropriate escalation in accordance with 988 Lifeline and organizational policies.
• Understanding of recovery-oriented, trauma-informed care, culturally responsive service delivery, and least-invasive intervention practices.
• Ability to provide supervision, coaching, feedback, orientation support, training reinforcement, debriefing, performance monitoring, and quality improvement support in a remote crisis service environment.
• Ability to monitor queue activity, staff availability, service flow, documentation completion, and shift coverage needs while maintaining calm, organized, and professional communication.
• Proficiency with verbal communication, web-based platforms, Microsoft Office applications, remote-work technologies, CRM systems, scheduling tools, payroll systems, and required reporting platforms.
• Strong communication skills, including the ability to convey empathy, clarity, calm, professionalism, accountability, and leadership through verbal and written interactions.
• Strong service orientation, including respectful, responsive, and professional engagement with individuals in crisis, supervisees, coworkers, leaders, emergency responders, and community partners.
• Familiarity with community resources, referral sources, emergency response systems, and behavioral health service access points.
• Ability to maintain confidentiality, professional boundaries, ethical standards, and secure handling of sensitive information in a remote environment.
• Ability to work independently, make sound decisions during high-pressure situations, seek consultation appropriately, and collaborate effectively with program leadership, other supervisors, quality staff, trainers, peers, and direct reports.
• Ability to engage respectfully and effectively with individuals from diverse backgrounds, identities, cultures, ages, geographic areas, and lived experiences.
• Ability to tolerate stress, remain regulated during high-risk interactions, accept feedback, provide feedback to others, participate in quality review, and apply coaching to improve practice.

EDUCATION AND EXPERIENCE:

• High school diploma or GED required; bachelor’s degree in behavioral health, human services, social work, psychology, counseling, or related field preferred.
• Minimum of six months of crisis line experience required; experience providing supervision, coaching, quality review, training support, shift lead support, or crisis consultation preferred.
• Successful completion of Common Ground’s required crisis intervention, suicide prevention, phone and text/chat system, documentation, privacy, security, leadership, supervision, and remote-work training upon hire.
• Successful completion of required Vibrant, 988 Lifeline, platform, quality, and continuing education requirements, including assigned Lifeline trainings and webinars.
• Experience with suicide risk assessment, safety planning, crisis de-escalation, motivational interviewing, resource navigation, behavioral health documentation, performance coaching, and quality monitoring preferred. Demonstrated experience utilizing the Caplan Model of Crisis Intervention preferred. Satisfactory completion of Applied Suicide Intervention Skills Training (ASIST) required before or upon starting the Supervisor position, as determined by program requirements.

ESSENTIAL REQUIREMENTS:

The 988 NBU Crisis Shift Supervisor must maintain a private, secure, distraction-free remote workspace that is appropriate for handling confidential crisis phone and text/chat interactions, staff consultation, supervision, coaching, and virtual meetings. The position requires sustained use of computer screens, keyboarding, web-based crisis platforms, electronic documentation systems, scheduling tools, payroll systems, reporting systems, and virtual communication tools. Common Ground will provide essential equipment as determined by agency policy. Assignments may require independent work, virtual teamwork, real-time consultation with staff and leaders, participation in remote meetings, trainings, coaching, debriefing, quality review, and support of 24/7 crisis operations.

There are specific pre-requisite home internet requirements for this position. Common Ground will not cover the cost of home internet. A minimum internet speed of 45 Mbps (Megabits per second) download and 7 Mbps upload is required. In addition, home internet must have a latency (PING) of less than 100 MS. A hard-wired (coax or fiber cable) connection is recommended, but not required. Internet tests are a required part of the screening process for this position. An internet speed test result that meets or exceeds the minimum standards as outlined above is required before the employment start date.

Residence and work-location requirements must comply with Common Ground, funding, licensure, payroll, tax, technology, privacy, and contractual requirements for the Vibrant 988 National Back-up Center.

Common Ground is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

The agency may in its sole discretion fill this position on a full-time, part-time, or contingent basis with the individual best fit to perform the essential functions of the job. The above statements describe the general nature and level of work performed by employees assigned to the title. Incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification, including direct crisis response, shift coverage, staff consultation, training support, documentation review, debriefing, quality improvement, and administrative supervisory duties. Employees in this title are subject to a background check.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.