Crisis Helpline Supervisor

Thurston Mason BH-ASO/OHRS • Lacey, WA

1d • Hybrid

About The Position

Olympic Health and Recovery Services (OHRS) is seeking a Crisis Helpline Supervisor to provide leadership, supervision, and clinical oversight for the Regional Crisis Line and 988 helplines, which deliver 24/7/365 crisis intervention services across a multi county region. This role ensures high quality telephone crisis triage, risk assessment, safety planning, referral coordination, and collaboration with crisis outreach teams and partners. The Supervisor oversees daily operations, guides clinical staff, supports workflow, conducts quality assurance, and maintains adherence to state regulations, accreditation standards, and organizational policies. This position plays a key role in program planning, evaluation, and continuous improvement of available services. The ideal candidate for the Crisis Helpline Supervisor has strong clinical skills and in-depth knowledge of behavioral health and crisis services. Previous experience working in a crisis call center or on a crisis line is preferred. The ideal candidate has the ability to provide clinical guidance and interpretation for a variety of cases, navigate coaching, training, and feedback conversations, and build a culture of trust with their team members.

Requirements

• Master’s Degree or further advanced degree in counseling or one of the social sciences.
• Meets WA state qualifications to be a Mental Health Professional.
• Licensed by the WA Department of Health as a Social Worker, Mental Health Counselor, Marriage and Family Therapist, Psychologist or BSN/RN, or as a Licensed Agency Affiliated Counselor.
• Minimum 2 years of post graduate clinical experience, including crisis intervention and risk assessments.
• Experience with crisis intervention, including risk assessments.
• Three (3) or more years professional, administrative, and/or supervisory experience providing services to individuals with Behavioral Health or Substance Use Disorders.
• Any equivalent combination of experience and education that provides the applicant with the desired knowledge, skills and ability required to perform the essential job functions may be considered.
• Must pass WA State Patrol background clearances and excluded party sanctions.
• Ability to engage and communicate effectively with individuals from diverse backgrounds, cultures, and experiences.
• Strong skills in de escalation, clinical judgment, documentation, communication, and critical reasoning.
• Knowledge of crisis intervention best practices, risk assessment models, and stabilization strategies.
• Ability to lead teams, manage competing priorities, and support metric based program goals.
• Skill in building collaborative relationships with community partners, hospitals, law enforcement, and behavioral health agencies.
• Ability to work in high stress, high demand environment while communicating clearly and effectively with stakeholders and staff members.
• Flexibility, adaptability, and commitment to trauma informed leadership.
• Ability to use the principles of recovery and person-centered treatment within the context of Crisis intervention.
• Ability to write clear and concise reports and correspondence.
• Strong critical thinking skills, ability to conceptualize and implement creative solutions.
• Knowledge of RCW’S/WAC’S pertaining to crisis continuum of care.
• Promote and champion the values of partnership, teamwork, compassion and integrity in all dealings within and outside of OHRS.
• Ability to utilize Microsoft Office Suite, My Avatar electronic health record, CareRouter mobile dispatching, and other applicable software to successfully input, track, update, and monitor crisis helpline.

Nice To Haves

• Experience working in a crisis call center or on a crisis line.
• Minimum 2–3 years of supervisory, administrative, or leadership experience in behavioral health or crisis services.
• Active independent licensure (LMHC, LICSW, LMFT, Psychologist, RN/BSN).
• Knowledge of 988 processes, helpline accreditation standards, or similar national crisis line requirements.
• Experience working in multi county or regional crisis systems.

Responsibilities

• Provide direct supervision, guidance, and clinical consultation to Crisis Helpline staff.
• Support operational workflows that ensure reliable 24/7/365 coverage, including assistance with staffing gaps, scheduling, and shift coverage when required.
• Monitor call quality, documentation, and compliance with WAC, contract expectations, and internal crisis service standards.
• Conduct regular performance evaluations, provide coaching and mentoring, implement corrective actions, and support professional development.
• Assist with interviewing, hiring, onboarding, and training new staff.
• Provide direct crisis intervention coverage as needed, including escalated calls, overflow support, or during critical incidents.
• Monitor the development of safety plans, crisis stabilization strategies, and referrals that support caller safety and care continuity.
• Ensure accurate and timely documentation in the electronic health record, including charting, follow up care, and required reporting.
• Participate in program evaluation, performance monitoring, and quality improvement initiatives.
• Assist with audits, accreditation preparation, and documentation review.
• Help develop and update policies, procedures, workflows, and training materials.
• Ensure the crisis line maintains standards consistent with national best practices, International Council of Helplines guidelines, and 988 requirements.
• Facilitate positive communication among staff, internal departments, community partners, families, and other stakeholders.
• Serve as liaison to regional providers, including crisis outreach teams, behavioral health agencies, and system partners.
• Identify and escalate high risk situations, operational concerns, or systemic barriers to the Crisis Helpline Manager.
• Represent the crisis program in meetings, trainings, and community education events as assigned.
• Promote the organization’s mission, values, trauma informed principles, and commitment to recovery.
• Ensure equitable access to training, work opportunities, and support for all assigned staff.
• Maintain a team culture of accountability, communication, and continuous learning.
• Perform additional duties as assigned.

Benefits

• Medical/dental/vision plan options (many with no employee paid monthly premium depending on plan choice, and dependent coverage options)
• Life insurance options
• Disability insurance options
• WA State PERS retirement plans
• Additional pre and post tax deferred compensation retirement options
• PTO package earning a minimum of 140 hours annually
• 12 paid holidays
• Flexible Spending Accounts (FSA)
• Health Savings Accounts (HSA)

What This Job Offers

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