Shift Supervisor - Crisis Chat & Text Services

Shift Supervisor - Crisis Chat & Text Services Organization: DeafLEAD Job Type: Full-time, salaried (exempt) Location: Remote Reports To: Chat and Text Operations Manager Start Date for Internal Candidates: May 16, 2026 Start Date for External Candidates: June 1, 2026 Mandatory training: New Hire Training takes place from June 1 to June 16. See below section on training for additional details Salary Range: $50,000 - $55,000 annually *External hires are usually brought on to DeafLEAD between the minimum to midpoint of the posted salary range depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role. Summary of Organization DeafLEAD is seeking an experienced and compassionate full-time Chat and Text Shift Supervisor to join an exciting, supportive, and engaging team that provides crisis intervention services as part of the 988 Suicide and Crisis Lifeline Chat and Text network. DeafLEAD is a non-profit organization that provides crisis intervention services to Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+ individuals and their families within the state of Missouri and nationwide. Our mission is to promote the emotional and physical well-being of consumers in a safe and respectful environment utilizing a consumer-centered, trauma-informed approach. We are committed to providing a variety of services to effectively meet the changing needs within the Deaf community. These services include (but are not limited to): crisis intervention, safety planning, legal/medical/personal advocacy, case management, crisis videophone/text/chat/hotline services, mental health services, training, and interpreting. DeafLEAD offers crisis services 24 hours a day, every day of the year. Essential Functions & Responsibilities Crisis Response Oversight: Monitor and support Crisis Counselors as they respond to individuals in crisis via text, chat, and video. Ensure interventions are consistent with DeafLEAD and Vibrant Emotional Health standards, including appropriate risk assessments, de-escalation, and safety planning. Active Team Engagement: Maintain an active visual presence on Zoom for the entirety of each scheduled shift (camera on at all times except during approved breaks). Provide real-time supervision, feedback, and debriefing. Ensure the Zoom environment remains respectful, supportive, and conducive to effective crisis response. Attendance and Shift Reliability: Adhere to the assigned shift schedule and maintain consistent attendance to ensure uninterrupted crisis line coverage. This full-time position requires the ability to work the designated number of hours per week, and complete assigned shifts as scheduled. Shifts are subject to change based on the needs of the business. Documentation and Communication: Ensure timely and accurate documentation of shift activities and client interactions, maintaining confidentiality in accordance with DeafLEAD policies and HIPAA standards. Communicate promptly and effectively with team members, management, and external partners as appropriate. Training, Compliance, and Professionalism: Successfully complete required Lifeline and DeafLEAD trainings, maintain knowledge of current crisis intervention practices, and adhere to ethical standards. Participate in team meetings, supervision, and continuing education as assigned. Uphold all organizational and confidentiality policies. Collaboration and Continuous Improvement: Work collaboratively with the Assistant Director, Operations Managers, and other supervisors to identify and resolve operational issues, improve service quality, and foster a positive, trauma-informed culture within the shift team. Other Duties: Perform other duties as assigned to support operational needs and organizational goals. Qualifications Must complete all required crisis line trainings (minimum 100 hours) upon hire (see Training Section below). Minimum age 18. Must be able to pass a background check. American Sign Language (ASL) fluency is preferred but not required. Bachelor’s degree or higher in psychology, social work, or related field preferred, or an equivalent combination of education and relevant experience required. 1–2+ years of experience in crisis services, mental health, or related field, including direct service delivery preferred. A minimum of 6 months is required. Demonstrated ability to support, guide, or mentor others in a professional or crisis setting. Demonstrated ability to manage multiple priorities simultaneously, including supporting staff, monitoring activity, and responding to escalations. Strong judgment and ability to assess risk and determine when escalation or intervention is necessary. Ability to model and reinforce professional standards and expectations during live service delivery. Ability to work with people of various backgrounds and identities (e.g., race, color, gender, ability, religion, veteran status, etc.). Ability to remain calm, make decisions, and provide direction during high-pressure or crisis situations. Caring and empathetic person with the ability to give constructive feedback and redirect behavior in the moment, maintaining professionalism and clarity. Exceptional English writing and reading comprehension skills with the ability to provide clear, concise, and professional guidance in real time. Basic computer literacy, including proficiency in using essential software such as Microsoft Teams, SharePoint, Zoom, Google Chrome, and standard office applications. Must be able to learn new technological tools efficiently. Access to reliable internet and a desktop or laptop computer that can both utilize Zoom and a web browser simultaneously (Google Chrome recommended). Applicants must have access to a private, secure workspace that ensures confidentiality, privacy, and freedom from external distractions. Training - External Applicants Only External hires will be expected to attend and complete DeafLEAD's crisis line training. Following training, counselors will complete a minimum of 40 hours of shadowing on crisis chat/text shifts. External hires must attend the entirety of the training without conflicting outside commitments. New Hire Training for external candidates will take place June 1st through June 16th. Training is Monday - Friday from 9 AM to 5 PM CST during the time period outlined. Upon hiring, a more detailed training agenda will be provided prior to the start of the training period. Schedule This is a full-time, salaried, exempt position. Employees are expected to work a minimum of 40 hours per week, typically during standard business hours. Because DeafLEAD provides 24/7 crisis services, occasional work outside of standard business hours — including evenings, weekends, or extended hours — may be required to support coverage and organizational needs. Shift supervisors work schedules typically follow a weekly breakdown of: 36 hours are spent on crisis line shifts, scheduled based on the availability you select in this application. The remaining 4 hours are dedicated to approved administrative work and required meetings outside of shift time. We are looking for shift supervisors who are available to work the following weekly shift schedule: Schedule 1 Tuesday: 9 PM - 1 AM Monday, Wednesday, Friday, Saturday: 5 PM - 1 AM Schedule 2 Sunday, Monday, Tuesday, Thursday: 5 PM - 1 AM Wednesday: 9 PM - 1 AM Compensation & Benefits Annual salary: $50,000–$55,000, based on experience and education. Health, vision, and dental insurance. Paid Time Off (sick, holiday, vacation, and personal). 401(k) retirement plan. Supervision Reports to: Chat and Text Operations Manager Technology Requirements Technology requirements will be discussed in detail upon hire. Work Environment This position is remote and requires reliable internet access, appropriate technology, and a private, distraction-free workspace to maintain confidentiality and professionalism. Supervisors are expected to remain logged into organizational systems, including Zoom, Slack, and crisis line platforms, for the duration of each assigned shift. The work environment should be quiet and free from background noise or visual distractions that may interfere with effective communication or concentration. Childcare or other caretaking arrangements should be in place during scheduled work hours to ensure uninterrupted performance of essential job duties. The position requires the ability to sustain attention, emotional regulation, and composure while responding to high-stress or emotionally charged situations. Employees must be able to remain seated or standing at a workstation for extended periods while actively engaged on Zoom and/or chat platforms. Frequent use of a computer, webcam, headset, and related communication tools is required to perform essential functions. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position, provided such accommodations do not compromise confidentiality, safety, or the professional standards required during active crisis coverage. DeafLEAD hires remote candidates in the following states: AL, AZ, AK, CO, DC, FL, GA, IN, IA, KS, KY, LA, MD, MI, MN, MS, MO, NV, NJ, NM, NC, OK, PA, SC, TN, TX, UT, VT, VA, WI. #J-18808-Ljbffr