Remote Crisis Contact Supervisor – 988 Lifeline Leader

HeartLine Inc; Oklahoma; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical/dental/vision insurance

Employer-paid life insurance

Voluntary benefits

401(k) with match

PSLF eligibility

Job summary

HeartLine Inc in Oklahoma is seeking a Crisis Contact Supervisor to lead Crisis Contact Specialists across the 988 NBU Suicide and Crisis Lifeline. You will oversee shift operations, provide real-time consultation during crisis interactions, and ensure services comply with policies and quality standards.

The role may include direct service coverage during high-volume periods, coaching staff, onboarding and training, and participating in program data reporting to support continuous improvement.

Qualifications

• Supervisory or management experience required.
• Experience in nonprofit or call center settings preferred.

Responsibilities

• Provide leadership, guidance, and operational oversight to Crisis Contact Specialists, supporting service delivery across the 988 NBU Suicide and Crisis Lifeline program and communication channels.
• Monitor and analyze contact center metrics, including service levels, real-time adherence, forecasting, and staff performance, and assist with reporting related to program and contract requirements.
• Provide direct service coverage (chat or text) when needed to maintain service levels or during periods of high contact volume.
• Support Crisis Contact Specialists with crisis de-escalation, emergency interventions, documentation requirements, and complex contact situations, including those involving minors or high-risk individuals.
• Conduct regular coaching and feedback sessions with Crisis Contact Specialists to support skill development, performance improvement, and adherence to best practices.
• Assist with staff onboarding, training, and professional development, ensuring completion of required national and internal training requirements.
• Participate in quality improvement initiatives, performance monitoring, and program data reporting to support continuous service improvement.
• Maintain the accuracy of the resource database by identifying and reporting updates to community services and resources.
• Support staffing and scheduling needs, including coordinating coverage during absences and assisting with shift adjustments, as required.
• Collaborate with leadership to address staffing, training, coaching, and performance concerns, and assist with community outreach, presentations, and disaster or public health emergency response efforts.
• Other duties as assigned.

Skills

Leadership

Crisis management

Communication

Coaching

Data analysis

Education

High school diploma or GED

Bachelor's degree preferred

Tools

CRM systems

Job description

HeartLine Inc in Oklahoma is seeking a Crisis Contact Supervisor to lead Crisis Contact Specialists across the 988 NBU Suicide and Crisis Lifeline. You will oversee shift operations, provide real-time consultation during crisis interactions, and ensure services comply with policies and quality standards.

The role may include direct service coverage during high-volume periods, coaching staff, onboarding and training, and participating in program data reporting to support continuous improvement.