Crisis Services Shift Lead

HopeLink Behavioral Health•Oakton, VA

2d•$23 - $27•Remote

About The Position

For more than 60 years, PRS, now HopeLink Behavioral Health, has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis. We envision a society where hope is universal. Through access to quality behavioral health, crisis intervention, and suicide intervention services, we foster an inclusive community in which everyone can attain wellness and a genuine sense of belonging. SUMMARY STATEMENT OF POSITION: The Shift Lead provides real-time operational oversight and support during assigned shifts across voice, chat, and text crisis services. The Shift Lead ensures smooth shift execution by supporting Crisis Workers with escalations, service delivery questions, and system or process issues. The Shift Lead is responsible for monitoring service levels, responding to fluctuations in volume, and helping coordinate coverage during high-demand or surge periods to ensure continuity of care. This position provides in-the-moment guidance, facilitates clear communication across teams, and collaborates with Coaches and Quality Assurance Managers to uphold service standards and operational excellence.

Requirements

Demonstrated ability to perform active and reflective listening skills, risk and safety assessment, and follow established rescue protocols across voice, chat, and text services.
Knowledgeable of crisis intervention best practices and ethical standards
Strong ability to oversee crisis contact center operations, manage shifts, and make sound decisions under pressure.
Subject matter expertise in 988 Suicide and Crisis Lifeline SOP and Network Agreement
Proficient in quality assurance and reinforcing training in real time.
Excellent communication and collaboration skills to build trust and align with leadership goals.
Demonstrated ability for distress tolerance.
Flexible and resilient in a 24/7/365 setting, modeling professionalism, self-care, and continuous learning.
A minimum of 18 months of direct crisis contact center experience.
Strong knowledge of risk assessment, trauma-informed care, and de-escalation techniques.
Flexible and resilient in a 24/7/365 environment, modeling self-care and continuous growth.

Nice To Haves

Bachelor's in social work, psychology, or human services preferred.

Responsibilities

Provide real-time operational oversight and support to Crisis Workers during assigned shifts, ensuring continuity of service delivery.
Respond to shift-level inquiries, process questions, and call/chat escalations in accordance with policy, procedure, and ethical guidelines.
Monitor staff presence, attendance, and coverage in real time, alerting Coaches or Workforce Analysts to any critical issues.
Support coordination of shift huddles and facilitate timely communication of updates or changes during the shift.
Assist with operational documentation and logging for shift-related events or urgent issues as needed.
Serve as a liaison to Coaches for matters requiring performance follow-up, training reinforcement, or formal debrief.
Model professionalism, ethical conduct, and trauma-informed care practices while maintaining a calm and supportive presence on shift.
Participate in ongoing training and development to stay current with protocols, systems, and crisis intervention best practices.
Provide call, chat, or text coverage as needed to ensure optimal capacity to serve those in crisis.
Perform other duties as assigned to support the effective operation of HopeLink's 24/7/365 Crisis Services program.