988 Shift Supervisor

Company Overview Crisis Center, Inc. has been a dedicated provider of vital mental health and child welfare services for over 50 years. Recognized for its commitment to excellence, the organization offers a wide range of programs including crisis intervention, residential care, and youth support services, all aimed at fostering safety and well-being in the community. Job Summary The 988 Shift Supervisor provides leadership and real-time support to 988 Crisis Specialists who assist individuals experiencing mental health, emotional, substance use, or suicidal crises through phone, chat, and text contacts. This role is responsible for coaching, training, monitoring interactions, reviewing documentation, and ensuring quality crisis intervention services are delivered in accordance with 988 Suicide and Crisis Lifeline standards. The 988 Shift Supervisor provides guidance during high-risk situations, supports staff wellness through debriefing and feedback, and may directly respond to crisis contacts as needed. Working remotely, the 988 Shift Supervisor must effectively manage multiple priorities, utilize various technology platforms, and maintain composure in a fast-paced, high-stress environment while supporting both staff and individuals in crisis. Responsibilities The 988 Shift Supervisor shall be responsible for, but not limited to, the following: Staff Supervision and Support Provide ongoing supervision, coaching, training, and real-time support to Crisis Specialists. Monitor performance and ensure the delivery of high-quality, compassionate crisis intervention services. Maintain open communication and foster a collaborative, supportive team environment. Promote staff well-being through debriefing, self-care initiatives, stress management, and burnout prevention. Support team morale, professional growth, and ongoing skill development. Crisis Intervention and Service Delivery Ensure adherence to Crisis Center policies, 988 Lifeline standards, and evidence-based crisis intervention practices. Provide guidance during complex or high-risk crisis contacts, including suicide prevention and intervention situations. Deliver direct crisis support via phone, chat, and text when operational needs require. Connect individuals with appropriate community, mental health, and substance use resources. Maintain accurate and timely electronic documentation of crisis contacts and services provided. Quality Assurance and Program Operations Review documentation and service quality to ensure compliance with program standards. Collect, analyze, and monitor data to support continuous quality improvement. Identify service gaps, operational challenges, and training needs, and communicate recommendations to leadership. Support the development, implementation, and refinement of policies, procedures, and workflows. Communicate critical information to program leadership and coordinate technical or operational support as needed. Professionalism and Team Collaboration Maintain confidentiality, privacy, and ethical standards for callers, staff, and organizational information. Foster a workplace culture of dignity, respect, inclusion, and professionalism. Collaborate effectively with remote team members using Microsoft Teams, Microsoft Office, and other communication platforms. Professional Development Participate in ongoing training and professional development opportunities, including in-person meetings, trainings, and events. Share knowledge, resources, and best practices with team members to support continuous learning. Additional Responsibilities Remain flexible and responsive to evolving program needs. Additional tasks as assigned by 988 program management and the Executive Director. Qualifications Minimum of 3 years of experience providing crisis response, crisis stabilization, suicide prevention, and/or intervention services (preferred). Minimum of 2 years of supervisory or team leadership experience (preferred). Master's degree in psychology, human services, social work, counseling, or a related field (preferred, not required). Knowledge of mental health, substance use, and community-based social service resources. Demonstrated experience in program leadership, team management, and problem-solving. Ability to effectively lead and support a remote workforce. Skills Strong crisis intervention, suicide prevention, risk assessment, and de-escalation skills. Ability to coach, mentor, and support staff in high-pressure situations. Excellent verbal, written, listening, and reading comprehension skills. Strong multitasking and organizational abilities while managing competing priorities. Ability to remain calm, focused, and professional during crises and frequent interruptions. Adaptability to changing policies, procedures, and operational needs. Self-motivated with the ability to work independently in a remote environment. Strong emotional resilience, self-regulation, and commitment to ongoing self-care. Ability to teach coping strategies and guide staff in effective crisis response techniques. Customer service-oriented approach with empathy, professionalism, and nonjudgmental communication. Proficiency with computers and technology, including Microsoft Teams, Microsoft Office/Outlook, Zoom, and other web-based platforms. Work Environment This position is remote: minimum home office and internet speed requirements need to be met. Schedule agreed upon hire, subject to change.

Full-time:

minimum of 40 hours a week Schedules Midnights (12am-8am) Days (8am-4pm) Evenings (4pm-12am)

Pay:

$25.50 per hour

Benefits:

403(b) Dental insurance Employee assistance program Health insurance Paid time off Vision insurance Application Question(s): Which shift are you interested in?

Work Location:

Hybrid remote in Gary, IN 46403