988 Text and Chat Supervisor (11851)

CarePoint Response•Philadelphia, PA

2d•$26 - $30•Remote

About The Position

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.

Requirements

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.
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.
Reliable internet connectivity and a private, quiet workspace.
All employees must adhere to HIPAA and organizational confidentiality requirements.

Nice To Haves

Bilingual skills preferred.

Responsibilities

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.
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.
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.
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.