Online Chat Text Supervisor - 988 Crisis
Posted 2025-08-15
Remote, USA
Full Time
Immediate Start
About the position
The Online Crisis Chat Text Supervisor is a pivotal role within the 988 Crisis Chat Program, responsible for overseeing the program's overall functioning and ensuring that all Crisis Chat Counselors provide effective emotional support to individuals in crisis. This position involves direct supervision of counselors, who engage with individuals seeking help through chat and text services. The supervisor will be tasked with ensuring that counselors are equipped to provide crisis intervention, emotional support, and appropriate resources to all contacts. The role requires a commitment to quality assurance, as the supervisor will monitor all crisis chats to ensure that counselors are meeting the program's standards for intervention and support. The supervisor will undergo approximately 48 hours of specialized training focused on active listening skills, suicide prevention practices, and the effective use of agency resources. This training is essential for the supervisor to effectively guide counselors in their interactions with chat visitors. The first six weeks of training are mandatory, consisting of one week of virtual training followed by five weeks of on-site training in Columbia, Maryland. After the initial training period, the position will transition to a hybrid model, combining remote work with on-site responsibilities until additional space becomes available. In this role, the supervisor will be responsible for ensuring that counselors maintain a high level of performance, including completing a minimum of 1.5 chats/texts per hour and achieving a quality score of at least 75% on evaluations. The supervisor will also conduct weekly supervision sessions, complete performance evaluations, and provide training for new counselors. The position requires a mature, empathetic individual who can adapt to varying situations and lead a team effectively. The supervisor must also be skilled in using technology, including telephones, computers, and various software applications, to support the counselors and manage the program effectively.
Responsibilities
• Provides supervision to Crisis Chat Counselors and ensures appropriate intervention for all chat/text visitors.
,
• Conducts assessments of each chat/text visitor to determine the appropriate means of intervention.
,
• Performs risk assessments, safety planning, de-escalation, and follow-up with chat visitors.
,
• Builds positive rapport and provides crisis intervention with a wide range of chat/text visitors.
,
• Intervenes appropriately with suicidal chat/text visitors, including making assessments and coordinating with emergency responders when necessary.
,
• Familiarizes with resources and provides information and referrals to visitors as appropriate.
,
• Responds to crisis chat/text visitors as needed to support Counselors on shift.
,
• Ensures thorough documentation is completed for all crisis chat/text interactions.
,
• Monitors that each Counselor completes 1.5 chats/texts per hour and that the program responds to 2,171 chats/texts per month.
,
• Provides daily ongoing monitoring of chats and texts to ensure quality, with Counselors expected to score a minimum of 75% on quality evaluations.
,
• Maintains an answer rate of 85% within the first 5 weeks to retain remote work status.
,
• Conducts weekly individual supervision sessions with Counselors and completes weekly quality assurance reports.
,
• Completes performance evaluations and yearly reviews for Counselors.
,
• Provides training to new Crisis Chat Counselors and completes monthly Lifeline/Vibrant QA/QI reports.
,
• Meets regularly with the Assistant Director of Crisis Services to discuss program operations and improvements.
,
• Adheres to call center program policies, procedures, and schedules based on call center needs.
Requirements
• Bachelor's degree required; Master's Degree in Counseling or Social Work preferred.
,
• 1 year of experience in mental health services, preferably in crisis intervention services, suicide prevention, and intervention.
,
• Proficient computer skills with various software, particularly Microsoft Products.
,
• Excellent oral and written communication skills.
,
• Ability to function successfully in an environment requiring immediate response to urgent situations.
,
• Knowledge of and familiarity with local and statewide community resources.
,
• Strong analytical and problem-solving skills.
Nice-to-haves
• Experience in a supervisory role within a crisis intervention setting.
,
• Familiarity with telehealth technologies and platforms.
,
• Additional certifications in mental health or crisis intervention.
Benefits
• Medical insurance
,
• Dental insurance
,
• Vision insurance
,
• $50,000 of term life insurance
,
• Short-term disability insurance
,
• Long-term disability insurance
,
• 403(b) retirement plan with 2% match
,
• Social Security participation
,
• Worker's Compensation
,
• Unemployment insurance
,
• Professional liability insurance
,
• Flex time for exempt employees
,
• Employee Assistance Program (EAP)
,
• Vacation accrual
,
• Paid holidays
,
• Personal leave
,
• Sick leave
,
• Family and Medical Leave Act (FMLA)
,
• Military Leave
,
• Civil Leave
,
• Bereavement Leave
,
• Training Leave
,
• Inclement weather options
,
• Mileage reimbursement Apply tot his job
The Online Crisis Chat Text Supervisor is a pivotal role within the 988 Crisis Chat Program, responsible for overseeing the program's overall functioning and ensuring that all Crisis Chat Counselors provide effective emotional support to individuals in crisis. This position involves direct supervision of counselors, who engage with individuals seeking help through chat and text services. The supervisor will be tasked with ensuring that counselors are equipped to provide crisis intervention, emotional support, and appropriate resources to all contacts. The role requires a commitment to quality assurance, as the supervisor will monitor all crisis chats to ensure that counselors are meeting the program's standards for intervention and support. The supervisor will undergo approximately 48 hours of specialized training focused on active listening skills, suicide prevention practices, and the effective use of agency resources. This training is essential for the supervisor to effectively guide counselors in their interactions with chat visitors. The first six weeks of training are mandatory, consisting of one week of virtual training followed by five weeks of on-site training in Columbia, Maryland. After the initial training period, the position will transition to a hybrid model, combining remote work with on-site responsibilities until additional space becomes available. In this role, the supervisor will be responsible for ensuring that counselors maintain a high level of performance, including completing a minimum of 1.5 chats/texts per hour and achieving a quality score of at least 75% on evaluations. The supervisor will also conduct weekly supervision sessions, complete performance evaluations, and provide training for new counselors. The position requires a mature, empathetic individual who can adapt to varying situations and lead a team effectively. The supervisor must also be skilled in using technology, including telephones, computers, and various software applications, to support the counselors and manage the program effectively.
Responsibilities
• Provides supervision to Crisis Chat Counselors and ensures appropriate intervention for all chat/text visitors.
,
• Conducts assessments of each chat/text visitor to determine the appropriate means of intervention.
,
• Performs risk assessments, safety planning, de-escalation, and follow-up with chat visitors.
,
• Builds positive rapport and provides crisis intervention with a wide range of chat/text visitors.
,
• Intervenes appropriately with suicidal chat/text visitors, including making assessments and coordinating with emergency responders when necessary.
,
• Familiarizes with resources and provides information and referrals to visitors as appropriate.
,
• Responds to crisis chat/text visitors as needed to support Counselors on shift.
,
• Ensures thorough documentation is completed for all crisis chat/text interactions.
,
• Monitors that each Counselor completes 1.5 chats/texts per hour and that the program responds to 2,171 chats/texts per month.
,
• Provides daily ongoing monitoring of chats and texts to ensure quality, with Counselors expected to score a minimum of 75% on quality evaluations.
,
• Maintains an answer rate of 85% within the first 5 weeks to retain remote work status.
,
• Conducts weekly individual supervision sessions with Counselors and completes weekly quality assurance reports.
,
• Completes performance evaluations and yearly reviews for Counselors.
,
• Provides training to new Crisis Chat Counselors and completes monthly Lifeline/Vibrant QA/QI reports.
,
• Meets regularly with the Assistant Director of Crisis Services to discuss program operations and improvements.
,
• Adheres to call center program policies, procedures, and schedules based on call center needs.
Requirements
• Bachelor's degree required; Master's Degree in Counseling or Social Work preferred.
,
• 1 year of experience in mental health services, preferably in crisis intervention services, suicide prevention, and intervention.
,
• Proficient computer skills with various software, particularly Microsoft Products.
,
• Excellent oral and written communication skills.
,
• Ability to function successfully in an environment requiring immediate response to urgent situations.
,
• Knowledge of and familiarity with local and statewide community resources.
,
• Strong analytical and problem-solving skills.
Nice-to-haves
• Experience in a supervisory role within a crisis intervention setting.
,
• Familiarity with telehealth technologies and platforms.
,
• Additional certifications in mental health or crisis intervention.
Benefits
• Medical insurance
,
• Dental insurance
,
• Vision insurance
,
• $50,000 of term life insurance
,
• Short-term disability insurance
,
• Long-term disability insurance
,
• 403(b) retirement plan with 2% match
,
• Social Security participation
,
• Worker's Compensation
,
• Unemployment insurance
,
• Professional liability insurance
,
• Flex time for exempt employees
,
• Employee Assistance Program (EAP)
,
• Vacation accrual
,
• Paid holidays
,
• Personal leave
,
• Sick leave
,
• Family and Medical Leave Act (FMLA)
,
• Military Leave
,
• Civil Leave
,
• Bereavement Leave
,
• Training Leave
,
• Inclement weather options
,
• Mileage reimbursement Apply tot his job