[Hiring] 988 Suicide and Crisis Lifeline LGBTQ Plus Youth Voice Supervisor @CarePoint Response

Role Description

CarePoint Response is seeking a compassionate and experienced 988 Suicide & Crisis Lifeline LGBTQ+ Youth Voice Supervisor to support daily call center operations and provide real-time leadership to crisis counselors.

• Support incoming calls from LGBTQ+ youth experiencing crisis or emotional distress.
• Provide and connect callers with LGBTQ+ affirming behavioral health, social, and community resources.
• Assist with calls when staffing levels or workload require additional support.
• Intervene appropriately when callers present imminent danger to themselves or others, including assessing risk and taking necessary action.

• Coach and mentor staff to strengthen crisis intervention and customer service skills.
• Train, monitor, and supervise new employees.
• Provide ongoing feedback and performance support.
• Participate in regular supervision and debriefing sessions.
• Support staff compliance with required annual training.

• Monitor call queues to reduce missed, overflowed, and held calls.
• Assist with staff scheduling and maintain adequate shift coverage.
• Complete shift-to-shift communication to ensure effective continuity between teams.
• Escalate immediate operational or clinical issues to the Call Center Manager or Director.
• Ensure shifts are prepared with needed operational supplies and resources.

• Monitor key performance indicators, including inbound calls, wait times, abandonment rates, and other contract measures.
• Review documentation and call recordings for quality and compliance.
• Ensure staff adhere to 988 Crisis Standards, Lifeline Standards, Crisis Now Standards, and applicable accreditation best practices.
• Promote consistent, high-quality, consumer-centered service delivery.

Qualifications

• High School Diploma or GED required.
• Bachelor’s degree in Counseling, Psychology, or a related field preferred.
• At least one year of administrative/office and behavioral health experience required.
• At least one year of supervisory experience required.
• Experience working with individuals with complex behavioral health needs preferred.
• Community health or lived experience preferred.
• Strong crisis-intervention and de-escalation skills.
• Ability to supervise and coach staff in real time.
• Strong written and verbal communication skills.
• Proficiency with digital communication platforms and electronic documentation.
• Ability to manage multiple priorities in a fast-paced crisis environment.
• Strong judgment and problem-solving ability.
• Commitment to ethical, person-centered, affirming, and trauma-informed care.
• Bilingual skills preferred.

Benefits

• 100% employer-paid healthcare premiums for most available medical plans.
• Dental & Vision Insurance.
• 403(b) Retirement Plan.
• Vacation, Sick, Personal & Holiday Leave.
• Life Insurance & Long-Term Disability.
• Professional Development & Leadership Opportunities.
• Remote Work Environment.
• Mission-Driven Work Supporting LGBTQ+ Youth During Critical Moments.