Crisis Services Supervisor & Real-Time Coach

EmergencyMD; Oakton (VA); Hybrid; USD 58,000 - 66,560; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits: Medical,Dental

Hybrid schedule

PTO and holidays

Job summary

HopeLink Behavioral Health seeks a dedicated 988 Call Center Supervisor to lead crisis services staff. You will provide real‑time coaching, conduct performance evaluations, and ensure high standards of care across shift coverage, escalation support, and staff development.

Hybrid role with up to 24 hours per week on‑site in Oakton, VA. Requires frontend supervision, trauma‑informed approaches, and a commitment to well‑being and continuous improvement within a mission‑driven team.

Qualifications

• Bachelor's degree in social work, counseling, psychology, or related field with 1 year direct supervisory experience in crisis intervention, suicide prevention, or behavioral health; 2–3 years supervisory experience can substitute for the degree.
• 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.

Responsibilities

• Provide real‑time coaching, supervision, and escalation support while maintaining direct service coverage as needed.
• Deliver individual and group supervision, ongoing performance feedback, targeted coaching to support staff growth and retention, and complete annual performance evaluation for all assigned staff.
• Deliver community of practice, case staffing groups each week to build on staff skill development.
• Promote staff wellness through debriefing, recognition, and fostering resilience after challenging contacts.
• Collaborate with program leadership on workflow improvements, compliance, and quality initiatives.
• Maintain a current understanding of frontline work through 3 hours of direct service engagement per week.
• Perform other duties as assigned to support HopeLink's mission and evolving 24/7/365 operations.

Skills

Oversee crisis line operations

Staff supervision

Coaching & mentoring

Quality assurance

Strong communication

Crisis intervention best practices

Resilience & self-care

Education

Bachelor's degree in social work, counseling, psychology or related field

2–3 years supervisory experience can substitute for degree

Job description

HopeLink Behavioral Health seeks a dedicated 988 Call Center Supervisor to lead crisis services staff. You will provide real‑time coaching, conduct performance evaluations, and ensure high standards of care across shift coverage, escalation support, and staff development.

Hybrid role with up to 24 hours per week on‑site in Oakton, VA. Requires frontend supervision, trauma‑informed approaches, and a commitment to well‑being and continuous improvement within a mission‑driven team.