988 Suicide and Crisis Lifeline LGBTQ Plus Youth Voice Supervisor (11861)

About the role

Lead with Affirmation. Support the Team. Strengthen Crisis Care for LGBTQ+ Youth.

Responsibilities

• Crisis Support & High-Risk Intervention: Support incoming calls from LGBTQ+ youth experiencing crisis or emotional distress. Provide and connect callers with LGBTQ+ affirming behavioral health, social, and community resources. Assist with calls when staffing levels or workload require additional support. Intervene appropriately when callers present imminent danger to themselves or others, including assessing risk and taking necessary action.
• Team Supervision & Coaching: Coach and mentor staff to strengthen crisis intervention and customer service skills. Train, monitor, and supervise new employees. Provide ongoing feedback and performance support. Participate in regular supervision and debriefing sessions. Support staff compliance with required annual training.
• Call Center Operations: Monitor call queues to reduce missed, overflowed, and held calls. Assist with staff scheduling and maintain adequate shift coverage. Complete shift-to-shift communication to ensure effective continuity between teams. Escalate immediate operational or clinical issues to the Call Center Manager or Director. Ensure shifts are prepared with needed operational supplies and resources.
• Quality & Performance: Monitor key performance indicators, including inbound calls, wait times, abandonment rates, and other contract measures. Review documentation and call recordings for quality and compliance. Ensure staff adhere to 988 Crisis Standards, Lifeline Standards, Crisis Now Standards, and applicable accreditation best practices. Promote consistent, high-quality, consumer-centered service delivery.

Qualifications

• Education: High School Diploma or GED required. Bachelor’s degree in Counseling, Psychology, or a related field preferred.
• Experience: At least one year of administrative/office and behavioral health experience required. At least one year of supervisory experience required. Experience working with individuals with complex behavioral health needs preferred. Community health or lived experience preferred.

Skills & Competencies

• Strong crisis-intervention and de-escalation skills.
• Ability to supervise and coach staff in real time.
• Strong written and verbal communication skills.
• Proficiency with digital communication platforms and electronic documentation.
• Able to manage multiple priorities in a fast-paced crisis environment.
• Strong judgment and problem-solving ability.
• Commitment to ethical, person-centered, affirming, and trauma-informed care.
• Bilingual skills preferred.