Crisis Services Shift Supervisor Chat & Text

HopeLink Behavioral Health; Oakton (VA); Remote; USD 45,000 - 55,000; Full time

Job summary

HopeLink Behavioral Health is seeking a full-time Shift Supervisor for their Crisis Services. This remote position involves overseeing crisis workers, ensuring quality assurance, and providing support in high-risk situations. The ideal candidate will have experience in crisis intervention and supervisory roles, contributing to a supportive environment for staff and clients alike.

Benefits

Medical, Dental, Vision

403b Retirement plan with match

12 paid holidays

PTO and sick time

Tuition reimbursement

Qualifications

• Minimum of two years of experience in crisis intervention and/or suicide prevention.
• One to two years of direct supervisory and/or managerial experience.

Responsibilities

• Oversee performance and operations of Crisis Services.
• Provide in-the-moment guidance and technical support for staff.
• Conduct quality assurance through monitoring and feedback.

Skills

Crisis Intervention

Supervision

Communication

Cultural Competence

Education

Bachelor's degree in Human Services

Job description

For more than 60 years PRS, now HopeLink Behavioral Health (formerly PRS), has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis. We envision a society where hope is universal. Through access to quality behavioral health, crisis intervention, and suicide intervention services we foster an inclusive community in which everyone can attain wellness and a genuine sense of belonging.

POSITION: Shift Supervisor, Chat and Text (Full-Time)

POSITION SUMMARY:

The Shift Supervisor is responsible for overseeing the performance and operations of HopeLink Behavioral Health's Crisis Services. This role is responsible for supervising and providing direct quality assurance of the Crisis Workers and Volunteers scheduled on their shift. This includes expertise in operational protocols, personnel management, suicide prevention, and crisis intervention support. The Shift Supervisor provides in-the-moment guidance and supporting staff in handling emergency or high-risk situations. This position requires rapid assessment of complex behavioral health situations and development of appropriate crisis interventions for individuals, families, and community stakeholders, including law enforcement and EMS personnel. The Supervisor ensures all services across phones, chat, and text are effectively managed and collaborates with colleagues to maintain operational excellence.

WHAT WE OFFER:

• Meaningful Work: Make a real difference in the lives of others.


• Competitive Salary: $45,860


• Full Time Remote Position


• 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...AND MORE!


• Supportive Environment: Join a dedicated team committed to providing high-quality care.

Schedule and Location:

Shifts:

• Saturday - Wednesday: 8pm - 4:30am


• Friday - Tuesday: 8pm - 4:30am

This is a virtual position and requires 40 hours per week.

PRIMARY DUTIES:

Demonstrate expertise in contact center operations, personnel management, suicide prevention, and crisis intervention.

· Provide in-the-moment guidance and real-time supervision, coaching, and technical support for staff handling crisis contacts across phones, chat, and text, including emergency and high-risk situations.

· Monitor and adjust workforce tools to ensure optimal performance and coverage, utilizing data-informed decision making during high-demand periods or absences.

· Conduct quality assurance through silent monitoring and contact reviews, delivering constructive feedback and coaching to staff to ensure compliance and continuous improvement.

· Review and document client contacts and shift anomalies, communicating issues, recommendations, and workforce concerns to leadership.

· Facilitate regular supervision sessions, and attend staff meetings to foster connection, accountability, and adherence to protocols, including 988 Lifeline Standards.

· Deliver training, professional development, and performance evaluations to support staff growth and ensure program success.

· Represent Crisis Services professionally in all interactions with various contacts; referrals, community partners, vendors, and other stakeholders and community partners.

· Manage administrative responsibilities, such as timecard approvals, corrective actions, and schedule management to maintain optimal coverage for breaks, meals, and services.

· Step in as a Crisis Worker and/or answer overflow calls to our Supervisor Phone Line which may handle priority contacts, including but not limited to PSAP Transfer, REACH, and other contacts during peak times or emergencies to maintain performance and reduce wait times.

· Provide a safe environment for staff to self-disclose, seek consultation, and appropriately address concerns.

· Perform other duties as assigned to support program goals and service delivery.

QUALIFICATIONS:

· Bachelor's degree in Human Services, Social Work, Psychology, Sociology, or related field preferred; will consider relevant experience in lieu of education.

· Minimum of two years of experience in crisis intervention and/or suicide prevention.

· One to two years of direct supervisory and/or managerial experience.

· Experience in telephonic, chat, and text crisis management within a contact center environment.

· Proven ability to supervise and manage volunteers or employees.

· Knowledge of behavioral health, substance abuse, and recovery principles.

· Ability to exercise excellent independent judgment with minimal direct supervision.

· Strong oral and written communication skills.

· Demonstrated cultural competence in working with diverse populations.

· Proficiency in computer systems and ability to adapt to workflow changes.

NOTE: The crisis center operates 24 hours a day, seven days a week. HopeLink Crisis Services will make reasonable efforts to provide staff members with a stable, predictable individual work schedule, however, due to the nature of this work, not all schedule accommodations can be made or maintained.

Ready to Make a Difference?

If you're passionate about helping people achieve mental wellness, we encourage you to apply!

https://hopelink.applicantpro.com/jobs/

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

'Where Hope Meets Help.'

We are unable to hire in the following states:

California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming