Crisis Services Shift Supervisor Regional Phone

HopeLink Behavioral Health; Oakton (VA); Remote; USD 64,000 - 89,000; Full time

Job summary

HopeLink Behavioral Health is seeking a Crisis Services Shift Supervisor to oversee operations and support staff in crisis intervention. This full-time remote position involves managing crisis workers, ensuring quality assurance, and providing guidance during high-risk situations. The ideal candidate will have a Bachelor's degree in Human Services and experience in crisis management. Join a dedicated team committed to making a difference in the community.

Benefits

Comprehensive Benefits

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 real-time supervision and support for staff handling crisis contacts.
• Conduct quality assurance through monitoring and feedback.

Skills

Crisis Intervention

Supervision

Communication

Cultural Competence

Education

Bachelor's degree in Human Services

Job description

Crisis Services Shift Supervisor Regional Phone

Crisis Services Shift Supervisor Regional Phone

6 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

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 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.
• 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:

Friday to Tuesday 10am-6:30pm

Friday to Tuesday 11pm- 7:30am

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!

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:

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Non-profit Organizations

Referrals increase your chances of interviewing at HopeLink Behavioral Health by 2x

Sign in to set job alerts for “Service Supervisor” roles.

Dulles Town Center, VA $64,885.00-$88,440.00 1 week ago

Automotive Service Manager-Fairfax County| Salary+ Bonus

Customer Service & E-Commerce Supervisor - Full Time

Customer Service & E-Commerce Supervisor - Full Time

Customer Service & E-Commerce Supervisor - Full Time

Automotive Service Manager - Fairfax, VA

Washington DC-Baltimore Area $60,000.00-$75,000.00 1 month ago

Operations Supervisor - Non-Emergency Transport - Fairfax, VA

Customer Service & E-Commerce Supervisor - Full Time

Silver Spring, MD $18.00-$30.20 3 days ago

Customer Service & E-Commerce Supervisor - Full Time

Customer Service & E-Commerce Team Leader (Customer Service, In-Store Shopper Department Manager)

District of Columbia, United States 1 week ago

Supervisor of the Central Intake Unit (Hybrid) 2025-1422

Customer Service Representative Supervisor - Seasonal

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.