Crisis Contact Supervisor

This is a fully remote position, open to applicants in Oklahoma.

📋 Description

• Lead, guide, and oversee the operations of Crisis Contact Specialists within the 24/7 988 NBU Suicide and Crisis Lifeline.

• Assess and analyze contact center metrics, such as service levels, real-time adherence, forecasting, and staff performance.

• Assist with the reporting related to program and contractual obligations.

• Provide direct coverage for chat or text services during peak periods or as necessary to maintain service standards.

• Support specialists in crisis de-escalation, emergency interventions, documentation, and handling complex cases involving minors or high-risk individuals.

• Conduct coaching and feedback sessions to foster skill development, enhance performance, and ensure adherence to best practices.

• Aid in staff onboarding, training, and professional growth initiatives.

• Engage in quality improvement efforts, performance monitoring, and program data reporting.

• Ensure the accuracy of the community resource database.

• Assist with staffing and scheduling needs, including coverage for absences and shift adjustments.

• Collaborate with leadership on staffing, training, coaching, and performance-related issues.

• Support community outreach efforts, presentations, and responses to disasters or public health emergencies.

• Perform additional duties as assigned.

⛳️ Requirements

• A high school diploma or GED is required.

• A bachelor's degree is preferred.

• Supervisory or management experience is necessary.

• Experience in nonprofit or call center environments is preferred.

• Strong communication, computer, and analytical abilities are essential.

• Effective time management, organizational skills, and attention to detail are required.

• Ability to lead, mentor, and facilitate the growth of a diverse team.

• A compassionate, empathetic, and nonjudgmental approach to individuals with varied and complex needs.

• Capability to work independently while also collaborating effectively within a professional team setting.

• Ability to manage stress associated with crisis contacts.

• Reliable and adaptable, with a willingness to work during days, evenings, overnight shifts, weekends, and holidays.

• Physically capable of sitting for extended periods, using a telephone/computer, bending/stooping, and occasionally lifting up to 20 pounds.

• Applicants must be residents of Oklahoma.

🏝️ Benefits

• A comprehensive benefits package for eligible full-time employees and their qualifying family members.

• Medical, dental, and vision insurance coverage.

• The employer covers 90% of the employee-only premium for the core medical plan.

• $30,000 in employer-paid basic life insurance.

• Voluntary term life, short-term disability, critical illness, hospital indemnity, and accident insurance available through Mutual of Omaha.

• Eligibility for the 401(k) retirement plan begins on the first of the month following six months of employment.

• A dollar-for-dollar employer match on the first 2% of eligible compensation contributed to the 401(k), subject to a six-year vesting schedule.

• Qualification for the Public Service Loan Forgiveness (PSLF) Program.

• Opportunity for remote work following the completion of the initial training period.