Shift Supervisor Mon-Tues-Wed-Sat 4pm to 12am (30 hours weekly)

Duties and Responsibilities

• Maintain monitoring of call, chat, and text volume and queue length to ensure timely and appropriate responses.
• Schedule and place outgoing and follow-up calls as necessary.
• Coordinate emergency rescue calls for individuals in immediate danger.
• Handle overflow contacts with compassion and adhere to organizational training and scope.
• Document and review calls accurately and promptly in web-based helpline and HMIS systems.
• Provide feedback and ongoing communication to supervisory staff regarding shift activity.
• Troubleshoot issues during the shift, document concerns, and escalate if additional support is needed.

Education Requirements

• Bachelor's degree in mental health, social work, human services, or a related field.
• A minimum of one year of experience working in a crisis call center, mental health, social services, or related behavioral health setting.
• Demonstrated ability to manage crises effectively.
• A minimum of one year of supervisory experience preferred.

Knowledge and Skills

• Strong empathy, active listening, communication, teamwork, and interpersonal skills.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and compassionately.
• Strong problem-solving abilities and critical thinking skills to assess needs and provide appropriate referrals.
• Ability to work under pressure and handle high contact volumes while maintaining a calm demeanor.
• Proficiency in using computer systems and databases for documentation and resource navigation.
• Function autonomously and exercise good judgment and decision-making skills, particularly during crisis situations.
• Quickly adjust to rapidly changing situations and environments and demonstrate flexibility in handling various types of crises.
• Efficiently manage multiple tasks simultaneously, including answering calls, documenting information, and coordinating with partnering agencies.
• Remain attentive and responsive to staff needs across the duration of the shift.
• Work closely with team members and supervisors to ensure seamless operations.

Additional Requirements

• Successfully complete a standardized training program within the scheduled timeframe, as determined by Inform USA and American Association of Suicidology accreditation standards.
• Pass either the AAS Crisis Specialist or Inform USA Community Resource Specialist certification as soon as eligible and meet qualifications to maintain certification.
• Strong attendance and punctuality, able to consistently show up on time and work full scheduled shifts and provide advanced notice for time off requests.
• This position requires working some holidays and weekends (most staff work Saturday or Sunday, and some work both days of the weekend).
• This position is designated as essential staff.

Physical Dimensions

• Sitting at a computer for long periods of time;
• Entering data;
• Listening & speaking clearly on the telephone.

General Information

Location: Hybrid/Remote
Date: December 3, 2025
Reporting Relationship(s): Position reports to assigned 988 Coordinator
Hours: 28 – 37.5 Hours/week, As Scheduled
FLSA Classification: Non-exempt