988 Supervisor - Full Time

NAMI Chicago • Chicago, IL

19h • $60,000 - $63,000 • Remote

About The Position

The 988 Supervisor leads and supports a team of crisis counselors providing immediate support and intervention to people experiencing emotional distress and mental health crises through the 988 Suicide and Crisis Lifeline. The role helps ensure high-quality service through compassionate leadership, real-time guidance, and operational oversight. It includes supervising daily shift operations, providing clinical and procedural support, managing escalated calls, and fostering a trauma-informed, inclusive, and collaborative work environment. The supervisor may also respond directly to calls, chats, and texts and, when staffing is low or call volume is high, may serve as a 988 Crisis Counselor.

This is a full-time, 40-hour-per-week work-from-home position for someone located in the Chicago area. The employee must maintain a private, confidential workspace at home and attend in-person trainings and meetings at the Chicago office as requested. Two shifts are available: Sunday through Thursday or Tuesday through Saturday, both from 7:45 AM to 4:15 PM. Schedules may change to meet agency and client needs. Because the call center 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.

New employees must complete required training before answering 988 Lifeline contacts. The first training day takes place in person at the Chicago office; the remaining training is virtual and includes live and self-paced components. Facilitator-led training takes place on weekdays and may be during the day or evening. Self-guided training must be completed on the scheduled day. SafeTALK is required within six months of hire and is offered internally.

The role requires a master’s degree in a social services field or equivalent, QMHP qualification consistent with the Illinois Administrative Code, and substantial crisis, counseling, case management, and supervisory experience. LCSW or LCPC licensure is preferred. The supervisor reports to the 988 Manager and works closely with crisis counselors, other supervisors, and program leaders.

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.
• 3–5 years of relevant experience providing counseling, crisis, or case management to individuals or families experiencing behavioral health crises.
• Experience in telephonic outreach, crisis work, and case management.
• Experience working with vulnerable populations.
• Strong interpersonal and communication skills, including the ability to build rapport with people in distress and communicate clearly in verbal and written formats.
• Ability to remain focused and adaptable in a fast-paced, high-stress environment with interruptions and urgent situations.
• Strong organizational, 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 a diverse 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 ability to analyze situations thoughtfully and make informed decisions.
• Ability to maintain a private, confidential, distraction-free home workspace and work over a private, secure, password-protected internet connection with minimum speeds of 300 Mbps and 10 Mbps upload.
• Ability to attend in-person trainings and meetings at the Chicago office as requested.
• Strong computer skills to work across digital platforms and systems.
• Ability to accommodate some flexibility during scheduled shifts, including variable break times when supporting a person in crisis or a crisis counselor.

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.
• Strong computer and technology skills and ability to adjust to and troubleshoot multiple platforms.
• 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 according to established protocols, supporting people of all ages experiencing distress, mental health crises, or suicidal ideation, including imminent risk of harm to self or others.
• Support crisis counselors in providing emotional support and crisis intervention; when needed, assist directly through active listening, motivational interviewing, assessment, and appropriate follow-up or treatment options.
• Maintain effective communication with supervisors and crisis team members throughout shifts, 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’ needs and connect them with appropriate services.
• Participate in ongoing training and professional development, remain current with crisis intervention practices, identify team training needs, and work with program leaders to implement learning strategies.
• Support onboarding and continuing training for new and existing crisis counselors.
• Foster a collaborative, trauma-informed team culture aligned with NAMI Chicago’s values; model participation in huddles, coaching sessions, 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 case notes and required records.
• Stay informed about contractual obligations and program requirements, follow organizational and program policies and procedures, and monitor counselor compliance.
• Provide regular clinical and administrative supervision to crisis counselors, both on shift and those assigned for direct oversight.
• Identify and address program needs in the moment and in coordination with the supervisory and management team.
• Engage in a personal wellness plan, communicate support needs as appropriate, and follow the organization’s Wellness policy.
• Perform other duties as assigned to support the 988 program and NAMI Chicago’s mission.
• Attend quarterly all-team meetings, one virtual team meeting during the second and third month of each quarter as scheduled, bi-weekly supervisor team meetings, and bi-annual in-person retreats.

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: Mid Level