Crisis Services Shift Lead

HopeLink Behavioral Health; Oakton (VA); On-site; USD 31,684 - 37,195; Full time

Benefits offered by this job

Comprehensive Benefits

12 paid holidays

PTO and sick time

Tuition reimbursement

Job summary

A leading crisis service provider in Oakton, Virginia is looking for a Shift Lead to provide operational oversight during shifts across voice, chat, and text crisis services. This remote role entails ensuring smooth shift execution, monitoring service levels, and supporting Crisis Workers. Applicants should have at least 18 months of experience in a crisis contact center, with knowledge of risk assessment and strong crisis intervention skills. Competitive salary of $23 - $27 per hour and comprehensive benefits are offered.

Qualifications

• A minimum of 18 months of direct crisis contact center experience.
• Knowledge of risk assessment and trauma-informed care.
• Flexible and resilient in a 24/7/365 environment.

Responsibilities

• Provide operational oversight and support to Crisis Workers.
• Monitor staff presence and alert for critical issues.
• Assist with operational documentation and logging.
• Participate in ongoing training and development.

Skills

Crisis intervention best practices

Active and reflective listening

Risk and safety assessment

De-escalation techniques

Communication skills

Education

Bachelor's in social work, psychology, or human services

Job description

SUMMARY STATEMENT OF POSITION

The Shift Lead provides real-time operational oversight and support during assigned shifts across voice, chat, and text crisis services. The Shift Lead ensures smooth shift execution by supporting Crisis Workers with escalations, service delivery questions, and system or process issues. The Shift Lead is responsible for monitoring service levels, responding to fluctuations in volume, and helping coordinate coverage during high-demand or surge periods to ensure continuity of care. This position provides in-the-moment guidance, facilitates clear communication across teams, and collaborates with Coaches and Quality Assurance Managers to uphold service standards and operational excellence.

WHAT WE OFFER

• Meaningful Work: Make a real difference in the lives of others.
• Competitive Salary: $23 - $27 per hour
• Comprehensive Benefits: Medical, Dental, Vision, FSA, 403b Retirement plan with match; 12 paid holidays; PTO and sick time; birthday leave; employee assistance program; tuition reimbursement.
• Fully Remote
• Supportive Environment: Join a dedicated team committed to providing high-quality care.

SCHEDULE & LOCATION

• Shifts available: Mornings and afternoons
• Remote

PRIMARY DUTIES

• Provide real-time operational oversight and support to Crisis Workers during assigned shifts, ensuring continuity of service delivery.
• Respond to shift-level inquiries, process questions, and call/chat escalations in accordance with policy, procedure, and ethical guidelines.
• Monitor staff presence, attendance, and coverage in real time, alerting Coaches or Workforce Analysts to any critical issues.
• Support coordination of shift huddles and facilitate timely communication of updates or changes during the shift.
• Assist with operational documentation and logging for shift-related events or urgent issues as needed.
• Serve as a liaison to Coaches for matters requiring performance follow-up, training reinforcement, or formal debrief.
• Model professionalism, ethical conduct, and trauma-informed care practices while maintaining a calm and supportive presence on shift.
• Participate in ongoing training and development to stay current with protocols, systems, and crisis intervention best practices.
• Provide call, chat, or text coverage as needed to ensure optimal capacity to serve those in crisis.
• Perform other duties as assigned to support the effective operation of HopeLink's 24/7/365 Crisis Services program.

ESSENTIAL COMPETENCIES

• Demonstrated ability to perform active and reflective listening skills, risk and safety assessment, and follow established rescue protocols across voice, chat, and text services.
• Knowledgeable of crisis intervention best practices and ethical standards
• Strong ability to oversee crisis contact center operations, manage shifts, and make sound decisions under pressure.
• Subject matter expertise in 988 Suicide and Crisis Lifeline SOP and Network Agreement
• Proficient in quality assurance and reinforcing training in real time.
• Excellent communication and collaboration skills to build trust and align with leadership goals.
• Demonstrated ability for distress tolerance. Flexible and resilient in a 24/7/365 setting, modeling professionalism, self-care, and continuous learning.

QUALIFICATIONS

• A minimum of 18 months of direct crisis contact center experience.
• Bachelor's in social work, psychology, or human services preferred.
• Strong knowledge of risk assessment, trauma-informed care, and de-escalation techniques.
• Flexible and resilient in a 24/7/365 environment, modeling self-care and continuous growth.

NOTE: Crisis Services operates 24 hours a day, seven days a week, and 365 days a year. This position's work schedule is dependent upon contact center needs. HopeLink will provide consistency in shift time and duration, but specific days of the week are not guaranteed. Shift Leads will be scheduled on weekends and holidays.

The above statements reflect the usual responsibilities and principal functions of the position and shall not be construed as a complete description of all the work requirements that may be inherent or added to the position.

HopeLink Behavioral Health is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion.

We are unable to hire in the following states: California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming