988 Call Center Shift Supervisor

North Central operates the largest 988 Call Center in Ohio, providing lifesaving suicide prevention and crisis services through the national 988 network. This non-exempt, full-time position reports to the Suicide Prevention Services Director and requires availability 7 days a week (Sunday through Saturday). Shifts are completed on-site.

About the role

As part of the 988 Suicide Prevention Program, you will assist in coordinating and administering an effective crisis intervention service, ensuring compliance with regulatory standards and maintaining high-quality call center operations.

Responsibilities

• Assist the Program Director in coordinating and administering the Suicide Prevention Program in alignment with company goals.
• Participate in suicide prevention information systems for program evaluation and reporting.
• Collaborate with the Program Director to ensure training reflects the mission of 988 and suicide prevention programs while supporting best practices.
• Maintain compliance with all standards required by regulating and accrediting bodies, including policies, procedures, training, and quality assurance.
• Ensure shift coverage of the call center through scheduling and coordination with the Program Director.
• Provide training for 988 employees and volunteers.
• Work with the IT department to report technical issues and ensure technology meets program needs.
• Coordinate suicide prevention services with other providers, complete agency service plan goals, and develop program materials.
• Provide supervision and support for 988 Call Center staff and volunteers, including training, scheduling, reports, time records, and performance reviews.
• Answer incoming calls to ensure 90% of call volume is answered within 20 seconds, providing short-term crisis intervention and referrals.
• Silent monitor calls for quality assurance and coaching opportunities.

Requirements

• Bachelor’s degree required; BSW or MSW preferred.
• Ohio Licensed LSW, LPC, or MFT preferred (licensed rate of pay: $33.00 hourly; non-licensed starting rate: $28.00 hourly).
• Minimum of one (1) year of previous employee supervision experience.
• Must complete a mandatory, paid 50-hour on-site Suicide Prevention training program and a 4-hour online Vibrant-mandated training.
• Ability to demonstrate and maintain poise in high-pressure situations.
• Computer experience, including MS Office 365 and database management software.

Schedule

• 2nd Shift: 4:00 p.m. – 1:00 a.m.
• 3rd Shift: 12:00 a.m. – 9:00 a.m.

Benefits

• Electronic onboarding.
• Team-oriented environment.
• EMR system.
• Excellent health, dental, and vision care coverage options.
• Employer-paid life insurance, long-term disability, and AD&D coverages.
• Supplemental life purchase options, including long-term care and whole life.
• 401(k) and Roth plans with employer matching and discretionary contributions.
• Generous paid vacation, holidays, sick, and personal days.
• Free parking.
• Federal Student Loan Forgiveness participant.
• Referral bonuses.
• CARF nationally accredited establishment.
• Serving Franklin County for over 50 years.
• Acknowledged among top non-profit organizations.