Text and Chat Supervisor (12388)

Baltimore Crisis Response, Inc.; Baltimore (MD); À distance; USD 36 000 - 41 000; Temps partiel

Résumé du poste

CarePoint Response is seeking an experienced 988 Text & Chat Supervisor to lead counselors delivering crisis intervention through the 988 Suicide & Crisis Lifeline. This frontline leadership role supervises Text and Chat counselors during assigned shifts, guiding complex and high-risk situations with a trauma-informed approach.

You will monitor service quality, support staff development, and ensure confidential documentation while upholding HIPAA.

Qualifications

• Bachelor’s degree in Counseling, Psychology, or a related field; or a bachelor’s degree with equivalent crisis experience.
• 2+ years of experience in crisis intervention or mental health services.
• 1+ year of supervisory or leadership experience.

Responsabilités

• Real-Time Crisis Supervision: supervise Text/Chat counselors, guide high-risk situations, ensure trauma-informed care.
• Team Leadership & Development: conduct supervision sessions, performance reviews, onboarding and staff development.
• Quality & Performance: monitor interactions, track KPIs, ensure proper documentation and HIPAA compliance.
• Staffing & Operations: manage schedules and maintain shift coverage.

Connaissances

Written communication

Crisis intervention

De-escalation

Guidance

Decision-making

Digital platforms

Formation

Bachelor's degree in Counseling/ Psychology or related field

Crisis experience accepted in lieu of degree

Outils

Electronic documentation

Description du poste

Text & Chat Supervisor

$26.00–$29.50 per hour

Remote

Part-Time | shifts: 11:00pm-7:00am every other or every Saturday and Sunday

Travel: None

Lead with Compassion. Support the Team. Strengthen Crisis Response.

About Us

CarePoint Response, Inc. (CPR) is a nationally recognized nonprofit and Baltimore’s comprehensive crisis response system. Since 1992, CPR has provided timely, community-based care for individuals and families experiencing mental health and substance use challenges.

Our mission is to deliver effective behavioral health crisis services and treatment in the least restrictive environment—meeting people where they are, when they need it most.

The Opportunity

CarePoint Response is seeking an experienced and compassionate 988 Text & Chat Supervisor to provide real-time leadership and support to counselors delivering crisis intervention through the 988 Suicide & Crisis Lifeline.

This frontline leadership role is responsible for supervising Text and Chat counselors during assigned shifts, providing guidance during complex and high-risk situations, monitoring service quality, supporting staff development, and ensuring individuals experiencing emotional distress or suicidal crisis receive immediate, confidential, trauma-informed support.

If you have crisis intervention experience, strong leadership skills, and the ability to remain calm and make sound decisions in high-pressure situations, we want to hear from you.

What You’ll Do

Real-Time Crisis Supervision

• Provide real-time supervision, de-escalation assistance, and guidance to Text and Chat counselors.
• Assist staff with complex and high-risk situations, including circumstances involving imminent risk of harm to self or others.
• Help ensure crisis interactions are person-centered, trauma-informed, and consistent with established protocols.
• Maintain professionalism and sound judgment in fast-paced crisis situations.

Team Leadership & Development

• Facilitate regular supervision sessions and case consultations.
• Support employee performance reviews and ongoing performance management.
• Assist with onboarding, training, and continued development of new and existing counselors.
• Provide employees with timely feedback and support to strengthen performance.

Quality & Performance

• Monitor Text and Chat interactions for quality, adherence to protocols, and client safety.
• Track key performance indicators and support achievement of operational expectations.
• Ensure accurate documentation and timely completion of required reports.
• Uphold applicable 988 Suicide & Crisis Lifeline standards.

Staffing & Operations

• Maintain staff schedules and ensure adequate coverage for assigned shifts.
• Help address real-time staffing and operational challenges.
• Support consistent delivery of crisis services across assigned shifts.

Qualifications

What We’re Looking For

Education

• Bachelor’s degree in Counseling, Psychology, or a related field; or a bachelor’s degree with equivalent crisis experience.

Experience

• 2+ years of experience in crisis intervention or mental health services.
• 1+ year of supervisory or leadership experience.

Skills & Competencies

• Excellent written communication skills.
• Strong crisis intervention and de-escalation abilities.
• Ability to provide effective real-time guidance to crisis counselors.
• Ability to manage complex and high-pressure operational demands.
• Strong problem-solving and decision-making skills.
• Proficiency with digital communication platforms and electronic documentation.
• Ability to maintain professionalism and composure in crisis-related situations.
• Commitment to ethical, person-centered, and trauma-informed decision-making.
• Bilingual skills preferred.

Schedule & Work Environment

Remote Position: This position requires reliable internet connectivity and a private, quiet workspace.

Equipment Provided: Laptop and headset are provided.

24/7 Crisis Operations: Candidates must be available for flexible scheduling, including evenings, overnights, weekends, and holidays.

All employees must adhere to HIPAA and organizational confidentiality requirements.