988 Supervisor - Full Time

NAMI Chicago • Chicago, IL

3d • Remote

About The Position

The 988 Supervisor leads and supports crisis counselors providing immediate assistance to people experiencing emotional distress and mental health crises through the 988 Suicide and Crisis Lifeline. The role provides compassionate leadership, real-time guidance, clinical and procedural support, operational oversight, and supervision to help ensure high-quality service. Supervisors oversee daily shift operations, respond to escalated contacts, and promote a trauma-informed, inclusive, and collaborative work environment. During periods such as low staffing or high call volume, the Supervisor may serve as a 988 Crisis Counselor.

This is a full-time, 40-hour work-from-home position for someone who lives within the Chicago area and can attend in-person trainings and meetings at the Chicago office when requested. The employee must maintain a private, confidential home workspace and a private, secure, password-protected internet connection with a minimum speed of 300 Mbps (10 Mbps upload). Available shifts are Sunday through Thursday or Tuesday through Saturday, 7:45 AM to 4:15 PM. Schedules may change to meet agency and client needs. Because the lifeline operates 24 hours a day, 365 days a year, employees are expected to work holidays that fall on their regular schedule unless PTO is approved or a shift is traded.

Employees must complete a required training course before answering lifeline contacts. The first training day is in person at the Chicago office; subsequent training is virtual and includes live and self-paced components. Facilitator-led sessions occur on weekdays and may be during the day or evening. Self-guided training must be completed on the day it is scheduled. SafeTALK is required within six months of hire and is offered internally.

NAMI Chicago describes itself as guided by the experiences of people living with mental health conditions and rooted in equity. The organization educates to fight stigma and discrimination, advocates for the community, and shares hope, connection, and expertise with people on their mental health journeys. The role calls for empathetic, detail-oriented, organized candidates with strong interpersonal and relationship-management skills.

The position requires flexibility during scheduled shifts, as breaks may need to vary when the employee is supporting a person in crisis or a crisis counselor. Supervisors attend quarterly all-team meetings, one virtual team meeting during the second and third months of each quarter, bi-weekly supervisor meetings, and a bi-annual in-person retreat. The work can involve extended periods of sitting and looking at screens while using telephone and computer equipment, and requires attention to personal wellness.

Requirements

• Master’s degree in a social services field or equivalent.
• Qualified Mental Health Professional (QMHP), consistent with the Illinois Administrative Code.
• At least 2 years of experience providing direct clinical and/or administrative supervision.
• Minimum of 3–5 years of relevant counseling, crisis, or case-management experience with individuals or families experiencing behavioral health crises, such as suicidal ideation, psychotic presentations, or substance use disorders.
• Experience in telephonic outreach, crisis work, and case management.
• Experience working with vulnerable populations.
• Strong interpersonal and communication skills, including rapport-building with people in distress and clear verbal and written communication.
• Ability to remain focused and adaptable in a fast-paced, high-stress environment with frequent interruptions and urgent situations.
• Strong organization, multitasking, prioritization, time-management, and independent problem-solving skills.
• Empathy, compassion, and a non-judgmental attitude toward people experiencing mental health crises.
• Commitment to serving underrepresented and vulnerable populations, including racial and ethnic minorities and people living with mental illness and/or substance use disorders.
• Cultural humility and commitment to working in an environment inclusive of race, ethnicity, culture, sexual orientation, and gender.
• Familiarity with Chicagoland mental health services and community resources.
• Self-awareness and commitment to personal and team wellness.
• Strong supervisory skills aligned with NAMI Chicago’s values and mission.
• Sound judgment and thoughtful analysis in decision-making.
• Private, confidential, distraction-free home workspace within the Chicago area and ability to attend in-person trainings and meetings at the Chicago office as requested.
• Private, secure, password-protected internet connection with minimum speed of 300 Mbps and 10 Mbps upload.
• Ability to work the assigned shift and holidays that fall on the regular schedule unless PTO is approved or a shift is traded.
• Ability to complete required onboarding training before answering 988 contacts and complete SafeTALK within six months of hire.
• Ability to accommodate some flexibility in break times during scheduled shifts.

Nice To Haves

• LCSW or LCPC.
• Previous experience at a suicide and crisis hotline.
• Certification in crisis intervention or suicide prevention.
• CADC, CRSS, or CPRS certification(s).
• Strong computer and technology skills, including the ability to work across multiple platforms simultaneously and troubleshoot them.
• Typing speed of at least 35–40 WPM.
• Current ASIST or SafeTALK certification; in-house SafeTALK training is provided quarterly.

Responsibilities

• Respond directly and indirectly to 988 Lifeline calls, chats, and texts in accordance with established protocols and guidelines, supporting people of all ages experiencing distress, mental health crises, or suicidal ideation, including imminent risk of harm.
• Act as a 988 Crisis Counselor when operational needs such as low staffing or high call volume require it.
• Support crisis counselors in delivering emotional support and crisis intervention; provide direct assistance when needed using active listening, motivational interviewing, assessment, and appropriate follow-up or treatment options.
• Maintain effective shift communication with other supervisors and crisis team members and respond promptly to requests for guidance and support.
• Participate in quality improvement initiatives and supervision to improve service delivery and team performance.
• Collaborate with Chicago-area providers to advocate for contacts and connect them with appropriate services.
• Participate in ongoing training and professional development and stay current with crisis intervention best practices.
• Identify team training needs and collaborate with the 988 Clinical Manager, Training Managers, and Senior Manager on learning strategies.
• Support onboarding and continued training for new and existing Crisis Counselors.
• Foster a collaborative, trauma-informed team culture aligned with NAMI Chicago’s values and the 988 vision; model participation in huddles, coaching, meetings, and trainings.
• Ensure accurate and timely documentation of interactions in NAMI Chicago and Vibrant’s client record management system and support counselors in maintaining required records.
• Stay informed about contractual obligations and program requirements, follow organizational and program policies and procedures, and monitor counselors’ compliance.
• Provide regular clinical and administrative supervision to Crisis Counselors on shift and those assigned for direct oversight.
• Identify and address program needs in the moment and with the supervisory and management team to support effective service delivery.
• Engage in a wellness plan, communicate support needs as appropriate, and follow the organization’s Wellness policy.
• Attend quarterly all-team meetings, scheduled virtual team meetings during the second and third months of each quarter, bi-weekly supervisor meetings, and a bi-annual in-person retreat.
• Perform other duties as assigned to support the 988 program and NAMI Chicago’s mission.

Benefits

• Company-sponsored wellness activities.
• Medical, dental, and vision benefits.
• Company-sponsored life and AD&D insurance and long-term disability.
• 401(k) retirement plan.
• Critical illness insurance, hospital indemnity, accident insurance, and short-term disability coverage.
• Generous PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager