988 Shift Lead

RIVER VALLEY BEHAVIORAL HEALTH•Owensboro, KY

13d•$17 - $19•Onsite

About The Position

The 988 Shift Lead oversees daily operations during the assigned shift at RiverValley’s free, anonymous crisis call line, located in person in Owensboro, Kentucky. The line is available by call, text, and chat and is staffed around the clock by trained crisis call technicians. The Shift Lead guides staff and supports people seeking mental health support and crisis intervention, ensuring procedures are followed and fostering a supportive, efficient, and calm environment. The role is assigned to the third shift, from 11:00 p.m. to 7:30 a.m., with occasional travel. The Shift Lead also serves as a 988 Specialist, responding to calls, texts, or chats when necessary, and reports at the end of the shift to the Administrative Lead 988 Specialist.

Requirements

High school diploma or equivalent.
At least one year of experience in customer service, crisis intervention, or mental health support.
Strong leadership and team management skills, including the ability to motivate and support a diverse team.
Strong verbal and written communication and active listening skills.
Ability to remain calm and composed under pressure.
Empathy, patience, and a non-judgmental attitude.
Proficiency with computer systems, chat platforms, and texting tools for documentation and communication.

Nice To Haves

Bachelor’s degree in psychology, social work, sociology, or human services.
Experience handling crises by phone, chat, or text.
Familiarity with crisis intervention techniques and mental health first aid.

Responsibilities

Support 988 Specialists and other support staff during the shift, ensuring adherence to policies, procedures, and best practices.
Guide 988 Specialists through crisis situations, including de-escalation and providing resources or interventions as needed.
Serve as the point of contact for escalated calls and challenging situations, and support complex cases.
Assist with training new team members and provide ongoing staff development.
Ensure efficient shift operations, including handling breaks and managing the flow of calls, chats, and texts.
Ensure completion of incident reports, shift logs, service reports, and other necessary documentation.
Provide end-of-shift reports to the Administrative Lead 988 Specialist.
Coordinate with other shift leads, managers, and external partners to ensure continuity of care and crisis intervention services.
Encourage team self-care to help prevent burnout and support emotional well-being in a high-stress environment.
Follow organizational policies, procedures, and legal requirements related to confidentiality, privacy, HIPAA compliance, and professional conduct.
Serve as a 988 Specialist and assist with call, text, and chat responses when necessary.
Perform other duties as assigned.