Crisis Line Supervisor

The Harris Center for Mental Health and IDD; Houston (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Retirement plan with company match

Paid time off accrual

Cell phone discounts

Headspace subscription

Employee assistance program

Student loan forgiveness programs

Job summary

The Harris Center for Mental Health and IDD in Houston, TX is seeking a Crisis Line Supervisor to oversee crisis line counselors and the overnight shift. This role includes coaching, QA, data review, and acting as Supervisor on Duty, with duties across hiring, evaluations, and incident debriefs.

Responsibilities also include analyzing program data, presenting findings, coordinating with internal/external stakeholders, and ensuring high-quality service for Harris County, 988, and other LMHA

Qualifications

• Bachelor’s degree required.
• 3 years related experience required.
• Data entry and Excel reporting experience required.
• Ability to analyze data and generate reports.
• Telephonic crisis line expertise and confidentiality.

Responsibilities

• Supervises crisis line counselors, conducts QA reviews, provides direct feedback and coaching.
• Performs annual evaluations and sets goals for direct reports.
• Communicates important updates to the team.
• Acts as primary Supervisor on Duty for shift monitoring and debriefs.
• Collects and analyzes data reports to monitor program trends and outcomes.

Skills

Crisis line supervision

QA reviews

Data analysis

Coaching/feedback

Microsoft Office

Time management

Communication

Staff training

Disaster response

Education

Bachelor’s degree

Tools

Excel

Microsoft Office

Job description

Brief Description

The Harris Center for Mental Health and IDD (“The HARRIS CENTER”) is looking for a Crisis Line Supervisor to join our team. The crisis line supervisor position provides direct supervision for crisis line counselors in processes for hiring, annual evaluations, disciplinary actions and terminations, quality review, data review, communications, and training. The crisis line supervisor position will also be the primary Supervisor on Duty (SOD) to oversee the shift while they work, monitoring call volume, being available for consultation with staff, and backing up the phones when not serving as SOD. The crisis line supervisor will be ready and available for consultation to staff when needed. This position will also assist with all other duties as assigned. This an overnight position working Wednesday through Saturday, 7:00 PM to 5:00 AM. The Crisis Line program answers for Harris County, as well as for 988 and for other LMHA crisis line centers in Texas.

Your Role In Action

• Supervises crisis line counselors, conducts QA reviews, provides direct feedback and coaching, aiding in hiring, DA’s, and terminations.
• Conducts annual evaluations for direct reports, developing goals for each of their direct reports in coordination with each staff member.
• Communicates any important updates to the team.
• Serves as primary Supervisor on Duty for consultation and debriefs during shift and monitoring daily call volume and crisis line counselor availability.
• Is available to provide support and guidance when a crisis line counselor requires assistance.
• Collects, organizes, and analyzes data reports from multiple sources to monitor and track program trends and outcomes.
• Maintains professional behavior and provides excellent customer service to Internal and external stakeholders.
• Represents the unit and the agency by providing unit-related presentations or consultations as needed at community engagement events.
• Performs related work as assigned. Adapts to changing work requirements. Complies with agency policies and procedures.
• Maintains flexibility to assist with supervisory coverage in a 24/7 365 work environment and assists as needed in disaster situations.

Education

What qualifications you will need:

• Bachelor’s degree

Experience

• 3 years related experience required.
• Data entry and excel reporting experience required.

Knowledge, Skills & Abilities

• Ability to identify and offer solutions to resolve problems
• Effective time management and organizational skills
• Able to utilize basic Microsoft Office programs
• Ability to interpret and strategically utilize data
• Ability to type 40 words per minute
• Strong knowledge of Harris Center programs
• Strong knowledge of appropriate mental health and IDD community referrals
• Strong understanding of application of clinical skills in a telephonic setting.
• Critical Thinking, Detail Oriented, and Problem-Solving Skills
• Ability to navigate multiple computer systems/screens
• Comfortable with numbers and metrics

About Us

The Harris Center is the state-designated Local Mental Health Authority and Local Intellectual and Developmental Disability (IDD) Authority serving Harris County, Texas. As the largest behavioral and developmental disability care center in Texas, The Harris Center provides care to over 90,000 people and has an annual budget of over $300 million. As part of its mission to transform the lives of people with behavioral health and IDD needs in the third largest county in the United States, The Harris Center provides a full continuum of services at 80 different sites across Harris County. In addition, services are provided in more than 40 different languages as well as sign language in order to better serve what is one of the largest communities in the nation. By utilizing the unique expertise of its more than 2,500 employees, The Harris Center is committed to meeting the behavioral health and IDD needs of Harris County residents and giving them hope to live to their fullest potential.

What Else You Should Know

This posting is associated with position #700117

What We Have To Offer

The Harris Center not only offers a competitive salary but also a suite of excellent benefits designed to enrich your life both professionally and personally. Imagine a future with a robust retirement plan complemented by our generous company matching – a testament to our investment in your long‑term financial well‑being. Experience the unique advantage of our prior service credit, accelerating your journey towards a more substantial Paid Time Off accrual, empowering you to enjoy well‑deserved breaks. Enjoy Cell Phone Discounts, exclusive entertainment deals through Tickets at Work, and a free Headspace subscription for mental wellness. Additionally, our Employee Assistance Program supports your overall well‑being. Take advantage of significant financial relief through student loan forgiveness as a valued member of The Harris Center team. As a qualifying entity, our employees are eligible for various student loan forgiveness programs, designed to alleviate the financial burdens associated with higher education.

Contributes to suicide care and prevention by embracing our values and applying a trauma‑informed approach rooted in safety, trust, choice, collaboration, and empowerment.