Crisis Services Shift Supervisor Chat & Text

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: Shift Supervisor Chat and Text (FullTime)

POSITION SUMMARY:

The Shift Supervisor is responsible for overseeing the performance and operations of HopeLink Behavioral Healths 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 inthemoment guidance and supporting staff in handling emergency or highrisk 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.
• Competitive Salary: $45860
• 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 MORE!
• Supportive Environment: Join a dedicated team committed to providing highquality care.

Schedule and Location:

Shifts:

• Saturday Wednesday: 8pm 4:30am
• Friday Tuesday: 8pm 4:30am

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 inthemoment guidance and realtime supervision coaching and technical support for staff handling crisis contacts across phones chat and text including emergency and highrisk situations.

Monitor and adjust workforce tools to ensure optimal performance and coverage utilizing datainformed decision making during highdemand 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 selfdisclose seek consultation and appropriately address concerns.

Perform other duties as assigned to support program goals and service delivery.

QUALIFICATIONS:

Bachelors 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 youre passionate about helping people achieve mental wellness we encourage you to apply!

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:

California Illinois Massachusetts Michigan New York North Dakota Ohio Oregon Washington Wyoming

Required Experience:

Manager