988 Text/Chat Shift Supervisor
About The Position
The Contra Costa Crisis Center strengthens our community by providing 24/7 services that prevent and reduce the impact of crisis. Through 988, 211, Grief Services, and coordinated partnerships with health and behavioral health systems, we connect people in distress with compassionate care and lifesaving support every day. The 988 Text/Chat Supervisor provides on-site supervisory support to staff and volunteers during assigned shifts and responds directly to crisis texts, and chats from individuals seeking emotional support, crisis counseling, or suicide prevention assistance. This role models high quality crisis intervention and ensures adherence to protocols, and maintains a supportive, accountable, collaborative team within our 24/7 call center. This position reports to the Call Center Manager and requires an on-site presence at our Walnut Creek Center.
Requirements
- At least 1 year of crisis intervention experience via text or chat, including crisis-line training.
- Strong written communication and ability to structure crisis conversations.
- Emotional maturity, personal accountability, and effective teamwork.
- Proficiency with computers and online communication systems.
- Ability to work evening/night/overnight shifts.
- Ability to pass a background check.
Nice To Haves
- Bachelor’s degree in psychology, social work, or related field; or equivalent experience.
- AAS Individual Crisis Worker Certification.
- Spanish language fluency (written and spoken).
- Availability on evenings, weekends, and holidays.
Responsibilities
- Shift Supervision and Support Provide real time oversight and guidance to staff and volunteers.
- Ensure adherence to protocols and communicate updates clearly.
- Conduct coaching, silent monitoring, and contact reviews.
- Respond to crisis texts and chats as needed to support queue management.
- Training & Development: Deliver onboarding and ongoing training for staff and volunteers.
- Provide individualized coaching and performance feedback.
- Operational & Technical Support Provide basic technical support to staff during shifts.
- Track attendance, follow up on missed shifts, and ensure shift accountability.
- Assist with scheduling in coordination with the Call Center Manager as needed.
- Quality Assurance & Compliance Conduct documentation and contact-quality reviews.
- Support follow-up contacts for 988 crisis services.
- Approve timesheets for assigned team members.
- Assist with addressing program participant concerns or grievances.
- Culture & Team Engagement: Promote a supportive, inclusive, and professional environment.
- Address shift concerns and escalate issues appropriately.
- Attend required meetings and contribute to continuous improvement.
- Front Line Skills Provide compassionate, clinically informed crisis support via text/chat.
- Maintain timely, accurate documentation and uphold confidentiality.
- Respond to after-hours community lines as assigned.
Benefits
- Eligible employees receive medical, dental, vision, life, AD&D, LTD, paid holidays, vacation and sick leave, and a 403(b) retirement plan.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
