Remote Crisis Team Lead — Lifeline Support

Family Services; Wisconsin; Remote; USD 65,000 - 85,000; Full time

Job summary

Family Services in Wisconsin seeks a Team Lead to provide real-time shift leadership for the 988 Wisconsin Lifeline program. You will coach Lifeline Counselors, coordinate workflow, and support crisis intervention across phone, chat, and text channels.

Responsibilities include onboarding, performance feedback, and ensuring adherence to policies while maintaining a supportive and accountable team, with hands-on crisis intervention as needed.

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• Minimum 1 year of experience in crisis intervention, behavioral health, human services, or a related setting.
• Experience providing peer leadership, mentoring, training, coaching, or real-time staff support.
• Experience with 988 services, suicide prevention, crisis contact centers, or high-volume phone/chat/text environments preferred.

Responsibilities

• Provide real-time coaching, mentoring, and constructive feedback to Lifeline Counselors and interns.
• Support onboarding and orientation, including call observation, monitored practice, and shadowing.
• Identify recurring coaching or performance themes and communicate observations for follow-up.
• Model professional communication, accountability, collaboration, sound judgment, and effective crisis intervention practices.
• Provide consultation during high-risk crisis interactions and support escalation per protocols.

Skills

Crisis intervention

Staff leadership

Coaching & mentoring

Communication skills

Documentation & policy adherence

Time management

Education

Bachelor's degree or equivalent

Preferred: Social Work/Psychology/Related field

Job description

Family Services in Wisconsin seeks a Team Lead to provide real-time shift leadership for the 988 Wisconsin Lifeline program. You will coach Lifeline Counselors, coordinate workflow, and support crisis intervention across phone, chat, and text channels.

Responsibilities include onboarding, performance feedback, and ensuring adherence to policies while maintaining a supportive and accountable team, with hands-on crisis intervention as needed.