Crisis Services Shift Supervisor

Job description

For more than 60 years PRS, now HopeLink Behavioral Health (formerly PRS), has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis. We envision a society where hope is universal. Through access to quality behavioral health, crisis intervention, and suicide intervention services we foster an inclusive community in which everyone can attain wellness and a genuine sense of belonging.


POSITION SUMMARY:

The Shift Supervisor is responsible for overseeing the performance and operations of HopeLink Behavioral Health's Crisis Services. This role is responsible for supervising and providing direct quality assurance of the Crisis Workers and Volunteers scheduled on their shift. This includes expertise in operational protocols, personnel management, suicide prevention, and crisis intervention support. The Shift Supervisor provides in-the-moment guidance and supporting staff in handling emergency or high-risk situations. This position requires rapid assessment of complex behavioral health situations and development of appropriate crisis interventions for individuals, families, and community stakeholders, including law enforcement and EMS personnel. The Supervisor ensures all services across phones, chat, and text are effectively managed and collaborates with colleagues to maintain operational excellence.

WHAT WE OFFER:

Meaningful Work: Make a real difference in the lives of others.
Competitive Salary: $45,860
Full Time Remote Position
Comprehensive Benefits: Medical, Dental, Vision, FSA, 403b Retirement plan with match; 12 paid holidays; PTO and sick time; birthday leave; employee assistance program; tuition reimbursement...AND MORE!
Supportive Environment: Join a dedicated team committed to providing high-quality care.

Schedule and Location:

Shifts:

Friday to Tuesday 10am-6:30pm

Friday to Tuesday 11pm- 7:30am

This is a virtual position and requires 40 hours per week.

PRIMARY DUTIES:

Demonstrate expertise in contact center operations, personnel management, suicide prevention, and crisis intervention.

· Provide in-the-moment guidance and real-time supervision, coaching, and technical support for staff handling crisis contacts across phones, chat, and text, including emergency and high-risk situations.

· Monitor and adjust workforce tools to ensure optimal performance and coverage, utilizing data-informed decision making during high-demand periods or absences.

· Conduct quality assurance through silent monitoring and contact reviews, delivering constructive feedback and coaching to staff to ensure compliance and continuous improvement.

· Review and document client contacts and shift anomalies, communicating issues, recommendations, and workforce concerns to leadership.

· Facilitate regular supervision sessions, and attend staff meetings to foster connection, accountability, and adherence to protocols, including 988 Lifeline Standards.

· Deliver training, professional development, and performance evaluations to support staff growth and ensure program success.

· Represent Crisis Services professionally in all interactions with various contacts; referrals, community partners, vendors, and others.

· Manage administrative responsibilities, such as timecard approvals, corrective actions, and schedule management to maintain optimal coverage for breaks, and meals.

· Step in as a Crisis Worker and/or answer overflow calls to our Supervisor Phone Line which may handle priority contacts, including but not limited to PSAP Transfer, REACH, and other contacts.

· Provide a safe environment for staff to self-disclose, seek consultation, and appropriately address concerns.

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

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