Crisis Contact Supervisor

HeartLine Inc; Oklahoma; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical/dental/vision insurance

Employer-paid life insurance

Voluntary benefits

401(k) with match

PSLF eligibility

Job summary

HeartLine Inc in Oklahoma is seeking a Crisis Contact Supervisor to lead Crisis Contact Specialists across the 988 NBU Suicide and Crisis Lifeline. You will oversee shift operations, provide real-time consultation during crisis interactions, and ensure services comply with policies and quality standards.

The role may include direct service coverage during high-volume periods, coaching staff, onboarding and training, and participating in program data reporting to support continuous improvement.

Qualifications

• Supervisory or management experience required.
• Experience in nonprofit or call center settings preferred.

Responsibilities

• Provide leadership, guidance, and operational oversight to Crisis Contact Specialists, supporting service delivery across the 988 NBU Suicide and Crisis Lifeline program and communication channels.
• Monitor and analyze contact center metrics, including service levels, real-time adherence, forecasting, and staff performance, and assist with reporting related to program and contract requirements.
• Provide direct service coverage (chat or text) when needed to maintain service levels or during periods of high contact volume.
• Support Crisis Contact Specialists with crisis de-escalation, emergency interventions, documentation requirements, and complex contact situations, including those involving minors or high-risk individuals.
• Conduct regular coaching and feedback sessions with Crisis Contact Specialists to support skill development, performance improvement, and adherence to best practices.
• Assist with staff onboarding, training, and professional development, ensuring completion of required national and internal training requirements.
• Participate in quality improvement initiatives, performance monitoring, and program data reporting to support continuous service improvement.
• Maintain the accuracy of the resource database by identifying and reporting updates to community services and resources.
• Support staffing and scheduling needs, including coordinating coverage during absences and assisting with shift adjustments, as required.
• Collaborate with leadership to address staffing, training, coaching, and performance concerns, and assist with community outreach, presentations, and disaster or public health emergency response efforts.
• Other duties as assigned.

Skills

Leadership

Crisis management

Communication

Coaching

Data analysis

Education

High school diploma or GED

Bachelor's degree preferred

Tools

CRM systems

Job description

Fully Remote OK 988 NBU Suicide and Crisis Lifeline

HeartLine provides 24/7 support to individuals and families, with a primary focus on de‑escalating crisis situations presented through phone, text, and chat services. Situations may include relationship struggles, parenting challenges, child abuse concerns, anxiety, depression, suicidal thoughts, or suicide attempts in progress.

The Crisis Contact Supervisor provides leadership and operational oversight to Crisis Contact Specialists in the 24/7 988 NBU Suicide and Crisis Lifeline. This role oversees shift operations, offers real‑time consultation during crisis interactions, and ensures services are delivered in accordance with organizational policies and quality standards. The Supervisor supports staff through coaching, problem‑solving, and technical guidance while monitoring service delivery and program performance metrics. This position may also provide direct service coverage during high‑volume periods or when staffing requires, delivering crisis intervention, emotional support, information and referral, advocacy assistance, and follow‑up support as appropriate.

To be considered for this role, applicants must reside in Oklahoma.

Job Responsibilities

• Provide leadership, guidance, and operational oversight to Crisis Contact Specialists, supporting service delivery across the 988 NBU Suicide and Crisis Lifeline program and communication channels.


• Monitor and analyze contact center metrics, including service levels, real‑time adherence, forecasting, and staff performance, and assist with reporting related to program and contract requirements.


• Provide direct service coverage (chat or text) when needed to maintain service levels or during periods of high contact volume.


• Support Crisis Contact Specialists with crisis de‑escalation, emergency interventions, documentation requirements, and complex contact situations, including those involving minors or high‑risk individuals.


• Conduct regular coaching and feedback sessions with Crisis Contact Specialists to support skill development, performance improvement, and adherence to best practices.


• Assist with staff onboarding, training, and professional development, ensuring completion of required national and internal training requirements.


• Participate in quality improvement initiatives, performance monitoring, and program data reporting to support continuous service improvement.


• Maintain the accuracy of the resource database by identifying and reporting updates to community services and resources.


• Support staffing and scheduling needs, including coordinating coverage during absences and assisting with shift adjustments, as required.


• Collaborate with leadership to address staffing, training, coaching, and performance concerns, and assist with community outreach, presentations, and disaster or public health emergency response efforts.


• Other duties as assigned.

Requirements

Education: High school diploma or GED required. Bachelor's degree preferred.

Experience: Supervisory or management experience required. Experience in nonprofit or call center settings preferred.

Required Skills and Abilities:

• Demonstrates strong communication, computer, and analytical skills.


• Shows effective time management, organization, and attention to detail.


• Ability to lead, coach, and support the development of a diverse team.


• Maintains a compassionate, empathetic, and nonjudgmental approach when assisting individuals with complex and diverse needs.


• Able to work independently with confidence while collaborating effectively within a professional team environment.


• Ability to handle and manage stress due to the scope and type of crisis contacts received.


• Reliable and flexible, with willingness to work a variety of shifts including days, evenings, overnights, weekends, and holidays, with schedules adjusted as needed to meet coverage requirements.


• Physically able to sit for long periods, use the telephone/computer, bend/stoop, and occasionally lift up to 20 pounds.

HeartLine offers a comprehensive benefits package to eligible full‑time employees and their eligible family members. Benefits begin the first of the month following 60 days of full‑time employment and include:

• Medical, dental, and vision insurance


• HeartLine currently pays 90% of the employee‑only premium for the core medical plan


• $30,000 employer‑paid basic life insurance


• Voluntary benefits through Mutual of Omaha, including term life, short‑term disability, critical illness, hospital indemnity, and accident insurance


• 401(k) retirement plan eligibility beginning the first of the month following six months of employment, with a dollar‑for‑dollar employer match on the first 2% of eligible compensation contributed, subject to a six‑year vesting schedule


• Eligibility for the Public Service Loan Forgiveness (PSLF) Program as an employee of a qualifying nonprofit organization

Benefits, eligibility requirements, and employer contributions are subject to change.

This position is remote upon completion of initial training period. HeartLine reserves the right to revoke remote privileges to provide additional onsite training if performance does not meet HeartLine standards.

HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done.

The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed.

Contents may be subject to change to meet the needs of the organization.