Chat and Text Crisis line Supervisor

HopeLink Behavioral Health • Oakton, VA

394d • $45,860 - $45,860

About The Position

The Chat and Text Shift Supervisor is responsible for overseeing the operations of crisis chat and text services during their designated shifts. This role involves managing frontline staff who handle crisis communications through various platforms, ensuring adherence to national standards, and providing support in crisis situations. The supervisor will also engage in direct communication with community stakeholders and maintain operational efficiency through effective scheduling and documentation.

Requirements

• Bachelor's degree in Social Services, Psychology, Community, Public Health, or Human Services preferred.
• Relevant experience may be considered in lieu of education.
• Ability to attend all training dates and complete mandatory Crisis Services Training.
• Ability to work both independently and as part of a team.
• Excellent independent judgment with minimal supervision.
• Cultural competence in working with diverse populations.
• Strong written and oral communication skills, especially in chat and text-based communications.
• Proficient in Microsoft 365 and other software.
• Ability to make sound decisions under pressure and manage emotional situations.
• Must maintain a confidential workspace.
• High degree of empathy toward clients.

Nice To Haves

• Experience in crisis counseling or related fields.
• Familiarity with 988 center operations and protocols.
• Previous supervisory experience in a crisis service environment.

Responsibilities

• Supervise and manage operations of chat and text services during designated shifts.
• Develop and facilitate break and meal schedules for optimal coverage.
• Maintain documentation of shift anomalies such as call outs and service interruptions.
• Ensure crisis workers maintain appropriate status in United Platform to maximize answer rates.
• Review documentation for quality assurance in iCarol and Unified Platform.
• Facilitate live verbal conversations to enhance connection and accountability.
• Collaborate with other supervisors to ensure timely follow-up contacts are completed.
• Support crisis workers during difficult conversations, especially those requiring emergency intervention.
• Attend weekly staff meetings to deliver critical updates to crisis workers.
• Conduct biweekly or monthly supervision of assigned direct reports.
• Ensure crisis workers attend process groups at least once monthly.
• Document identified workforce issues and communicate them to leadership.
• Provide guidance and coaching on workforce issues and procedural enforcement.
• Review conversations of direct reports for quality assurance and documentation.
• Provide a minimum of 5 hours of direct hotline service monthly to maintain crisis counseling skills.

Benefits

• Health insurance
• Dental insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree