Crisis Contact Center Shift Supervisor (Evenings/Nights)

Contra-Costa-Crisis-Center; Walnut Creek (CA); On-site; USD 40,000 - 44,000; Full time

Benefits offered by this job

Medical, dental, vision

Paid holidays and vacation

403(b) retirement plan

Job summary

Contra Costa Crisis Center is seeking a full-time Text/Chat Shift Supervisor to manage on-site staff and volunteers in Walnut Creek. The role includes supervising calls, texts, and chats, ensuring protocol adherence and queue management.

Responsibilities cover coaching, onboarding, and performance feedback, plus basic technical support and scheduling. Evening/night shifts required; background check is necessary for employment.

Qualifications

• At least 1 year of crisis intervention via calls, texts or chats.
• Strong written communication and ability to structure crisis conversations.
• Emotional maturity, accountability and teamwork.
• Proficiency with computers and online communication systems.
• Ability to work evening/night/overnight shifts.
• Ability to pass a background check.

Responsibilities

• Provide real time oversight and guidance to staff and volunteers.
• Ensure adherence to protocols and communicate updates clearly.
• Conduct coaching, silent monitoring, and contact reviews.
• Respond to calls, crisis texts and chats to support queue management.
• Deliver onboarding and ongoing training for staff and volunteers.
• Provide individualized coaching and performance feedback.
• Provide basic technical support to staff during shifts.
• Track attendance, follow up on missed shifts, and ensure shift accountability.
• Assist with scheduling in coordination with leadership as needed.
• Conduct documentation and contact-quality reviews.
• Support follow-up contacts for 988 crisis services.
• Assist with addressing program participant concerns or grievances.
• Promote a supportive, inclusive, and professional environment.
• Address shift concerns and raise issues appropriately.
• Attend required meetings and contribute to continuous improvement.
• Provide compassionate, clinically informed crisis support via calls, texts and chats.
• Maintain timely, accurate documentation and uphold confidentiality.
• Respond to after-hours community lines as assigned.

Skills

Crisis intervention

Written communication

Background check

Computer literacy

Evening/night shifts

Education

Bachelor’s degree in psychology or related field

Crisis worker certification or equivalent

Tools

Crisis Center software

Job description

Contra Costa Crisis Center is seeking a full-time Text/Chat Shift Supervisor to manage on-site staff and volunteers in Walnut Creek. The role includes supervising calls, texts, and chats, ensuring protocol adherence and queue management.

Responsibilities cover coaching, onboarding, and performance feedback, plus basic technical support and scheduling. Evening/night shifts required; background check is necessary for employment.