Crisis Services Shift Supervisor Regional Phone

Pr's Autohaus Of Lodi • Oakton, VA

250d • $45,860 - $45,860

About The Position

The Shift Supervisor is responsible for overseeing the performance and operations of HopeLink Behavioral Health's Crisis Services. This role is responsible for supervising and providing direct quality assurance of the Crisis Workers and Volunteers scheduled on their shift. This includes expertise in operational protocols, personnel management, suicide prevention, and crisis intervention support. The Shift Supervisor provides in-the-moment guidance and supporting staff in handling emergency or high-risk situations. This position requires rapid assessment of complex behavioral health situations and development of appropriate crisis interventions for individuals, families, and community stakeholders, including law enforcement and EMS personnel. The Supervisor ensures all services across phones, chat, and text are effectively managed and collaborates with colleagues to maintain operational excellence.

Requirements

• Bachelor's degree in Human Services, Social Work, Psychology, Sociology, or related field preferred; will consider relevant experience in lieu of education.
• Minimum of two years of experience in crisis intervention and/or suicide prevention.
• One to two years of direct supervisory and/or managerial experience.
• Experience in telephonic, chat, and text crisis management within a contact center environment.
• Proven ability to supervise and manage volunteers or employees.
• Knowledge of behavioral health, substance abuse, and recovery principles.
• Ability to exercise excellent independent judgment with minimal direct supervision.
• Strong oral and written communication skills.
• Demonstrated cultural competence in working with diverse populations.
• Proficiency in computer systems and ability to adapt to workflow changes.

Responsibilities

• Demonstrate expertise in contact center operations, personnel management, suicide prevention, and crisis intervention.
• Provide in-the-moment guidance and real-time supervision, coaching, and technical support for staff handling crisis contacts across phones, chat, and text, including emergency and high-risk situations.
• Monitor and adjust workforce tools to ensure optimal performance and coverage, utilizing data-informed decision making during high-demand periods or absences.
• Conduct quality assurance through silent monitoring and contact reviews, delivering constructive feedback and coaching to staff to ensure compliance and continuous improvement.
• Review and document client contacts and shift anomalies, communicating issues, recommendations, and workforce concerns to leadership.
• Facilitate regular supervision sessions, and attend staff meetings to foster connection, accountability, and adherence to protocols, including 988 Lifeline Standards.
• Deliver training, professional development, and performance evaluations to support staff growth and ensure program success.
• Represent Crisis Services professionally in all interactions with various contacts; referrals, community partners, vendors, and other stakeholders.
• Manage administrative responsibilities, such as timecard approvals, corrective actions, and schedule management to maintain optimal coverage for breaks, meals, and services.
• Step in as a Crisis Worker and/or answer overflow calls to our Supervisor Phone Line which may handle priority contacts, including but not limited to PSAP Transfer, REACH, and other contacts during peak times or emergencies to maintain performance and reduce wait times.
• Provide a safe environment for staff to self-disclose, seek consultation, and appropriately address concerns.
• Perform other duties as assigned to support program goals and service delivery.

Benefits

• Medical, Dental, Vision
• FSA
• 403b Retirement plan with match
• 12 paid holidays
• PTO and sick time
• Birthday leave
• Employee assistance program
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Repair and Maintenance
• Education Level: Bachelor's degree