988 Call Center Supervisor

Job Description

Job Description

For more than 60 years, PRS, now HopeLink Behavioral Health, 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.

SUMMARY STATEMENT OF POSITION:

The 988 Call Center Supervisor (Coach) oversees staff within the Crisis Services program, providing supervision, performance management, and professional development. This role manages the full employee lifecycle, from onboarding to retention. The Coach delivers structured supervision, conducts performance evaluations, and ensures accountability through coaching and feedback. They also monitor policy compliance, support ongoing training, and uphold clinical and operational standards to sustain a high-performing, mission-driven team.

WHAT WE OFFER:

• Meaningful Work: Make a real difference in the lives of others.
• Competitive Salary: $58,000-$66,560 per year
• 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.
• Supportive Environment: Join a dedicated team committed to providing high-quality care.

SCHEDULE & LOCATION:

• Shifts available: Mornings, Afternoons, and Overnights
• This is a hybrid position and requires up to 24 hours per week on-site in our Oakton Office.

PRIMARY DUTIES:

• Provide real-time coaching, supervision, and escalation support while maintaining direct service coverage as needed or when requested.
• Deliver individual and group supervision, ongoing performance feedback, targeted coaching to support staff growth and retention, and complete annual performance evaluation for all assigned staff.
• Deliver community of practice, case staffing groups each week to build on staff skill development.
• Promote staff wellness through debriefing, recognition, and fostering resilience after challenging contacts.
• Collaborate with program leadership (e.g. program directors, quality assurance managers) on workflow improvements, compliance, and quality initiatives.
• Maintain a current understanding of frontline work through 3 hours of direct service (voice and chat/text) engagement per week.
• Perform other duties as assigned to support HopeLink's mission and evolving 24/7/365 operations.

ESSENTIAL COMPETENCIES:

• Strong ability to oversee crisis line operations, manage people, and make sound decisions under pressure.
• Skilled in supervision, coaching, and mentoring staff through onboarding, development, and retention.
• Proficient in quality assurance, performance feedback, and reinforcing training in real time.
• Excellent communication and collaboration skills to build trust and align with leadership goals.
• Knowledgeable of crisis intervention best practices, and ethical standards
• Flexible and resilient in a 24/7/365 setting, modeling professionalism, self-care, and continuous learning.

QUALIFICATIONS:

• Bachelor's degree in social work, Counseling, Psychology, or related field and a minimum of 1-year of direct supervisory experience in crisis intervention, suicide prevention, or behavioral health. A minimum of 2-3 years of direct supervisory experience can substitute for the bachelor's degree requirement.
• Strong knowledge of risk assessment, trauma-informed care, and de-escalation techniques.
• Flexible and resilient in a 24/7/365 environment, modeling self-care and continuous growth.

NOTE: Crisis Services operates 24 hours a day, seven days a week, and 365 days a year. HopeLink Behavioral Health will make reasonable efforts to provide staff members with a stable, predictable individual work schedule; however, due to the nature of this work, not all schedule accommodations can be made or maintained within the above-stated shifts.

The above statements reflect the usual responsibilities and principal functions of the position and shall not be construed as a complete description of all the work requirements that may be inherent or added to the position.

Ready to Join Our Mission?

If you're passionate about helping people achieve mental wellness, we encourage you to apply!

HopeLink Behavioral Health is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion.

'Where Hope Meets Help.'

We are unable to hire in the following states:

California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming