Contact Center Shift Supervisor - Full Time

About the role

The Contra Costa Crisis Center strengthens our community by providing 24/7 services that prevent and reduce the impact of crisis. Through 988, 211, Grief Services, and coordinated partnerships with health and behavioral health systems, we connect people in distress with compassionate care and lifesaving support every day.

Responsibilities

• Provide real time oversight and guidance to staff and volunteers.
• Ensure adherence to protocols and communicate updates clearly.
• Conduct coaching, silent monitoring, and contact reviews.
• Respond to calls, and crisis texts and chats as needed to support queue management.
• Deliver onboarding and ongoing training for staff and volunteers.
• Provide individualized coaching and performance feedback.
• Provide basic technical support to staff during shifts.
• Track attendance, follow up on missed shifts, and ensure shift accountability.
• Aid with scheduling in coordination with the Associate Director of Crisis Operations & Quality as needed.
• Conduct documentation and contact-quality reviews.
• Support follow-up contacts for 988 crisis services.
• Afford assistance in addressing program participant concerns or grievances.
• Promote a supportive, inclusive, and professional environment.
• Address shift concerns and escalate issues appropriately.
• Attend required meetings and contribute to continuous improvement.
• Provide compassionate, clinically informed crisis support via calls, texts and chats.
• Maintain timely, accurate documentation and uphold confidentiality.
• Respond to after-hours community lines as assigned.

Requirements

• At least 1 year of crisis intervention experience via calls, texts or chats, including crisis-line training.
• Strong written communication and ability to structure crisis conversations.
• Emotional maturity, personal accountability, and effective teamwork.
• Proficiency with computers and online communication systems.
• Ability to work evening/night/overnight shifts.
• Ability to pass a background check.

Qualifications

• Bachelor’s degree in psychology, social work, or related field; or equivalent experience.
• AAS Individual Crisis Worker Certification.
• Spanish language fluency (written and spoken).

Skills

• Compassionate crisis support.
• Written communication.
• Emotional maturity.
• Teamwork.
• Computer proficiency.
• Technical support.
• Documentation and contact-quality reviews.
• Background check clearance.

Benefits

Eligible employees receive medical, dental, vision, life, AD&D, LTD, paid holidays, vacation and sick leave, and a 403(b) retirement plan.

Pay

$29–$32/hour (non-exempt).

Schedule

Full-time, On-site.