[Hiring] 988 Text and Chat Supervisor @CarePoint Response

Role Description

CarePoint Response is seeking an experienced and compassionate 988 Text & Chat Supervisor to provide real-time leadership and support to counselors delivering crisis intervention through the 988 Suicide & Crisis Lifeline. This frontline leadership role is responsible for supervising Text and Chat counselors during assigned shifts, providing guidance during complex and high-risk situations, monitoring service quality, supporting staff development, and ensuring individuals experiencing emotional distress or suicidal crisis receive immediate, confidential, trauma-informed support.

What You’ll Do

• Real-Time Crisis Supervision
  • Provide real-time supervision, de-escalation assistance, and guidance to Text and Chat counselors.
  • Assist staff with complex and high-risk situations, including circumstances involving imminent risk of harm to self or others.
  • Help ensure crisis interactions are person-centered, trauma-informed, and consistent with established protocols.
  • Maintain professionalism and sound judgment in fast-paced crisis situations.
• Team Leadership & Development
  • Facilitate regular supervision sessions and case consultations.
  • Support employee performance reviews and ongoing performance management.
  • Assist with onboarding, training, and continued development of new and existing counselors.
  • Provide employees with timely feedback and support to strengthen performance.
• Quality & Performance
  • Monitor Text and Chat interactions for quality, adherence to protocols, and client safety.
  • Track key performance indicators and support achievement of operational expectations.
  • Ensure accurate documentation and timely completion of required reports.
  • Uphold applicable 988 Suicide & Crisis Lifeline standards.
• Staffing & Operations
  • Maintain staff schedules and ensure adequate coverage for assigned shifts.
  • Help address real-time staffing and operational challenges.
  • Support consistent delivery of crisis services across assigned shifts.

Qualifications

• Bachelor’s degree in Counseling, Psychology, or a related field; or a bachelor’s degree with equivalent crisis experience.
• 2+ years of experience in crisis intervention or mental health services.
• 1+ year of supervisory or leadership experience.
• Excellent written communication skills.
• Strong crisis intervention and de-escalation abilities.
• Ability to provide effective real-time guidance to crisis counselors.
• Ability to manage complex and high-pressure operational demands.
• Strong problem-solving and decision-making skills.
• Proficiency with digital communication platforms and electronic documentation.
• Ability to maintain professionalism and composure in crisis-related situations.
• Commitment to ethical, person-centered, and trauma-informed decision-making.
• Bilingual skills preferred.

Requirements

• Remote Position: This position requires reliable internet connectivity and a private, quiet workspace.
• Equipment Provided: Laptop and headset are provided.
• 24/7 Crisis Operations: Candidates must be available for flexible scheduling, including evenings, overnights, weekends, and holidays.
• Some on-site training may be required.
• All employees must adhere to HIPAA and organizational confidentiality requirements.

Benefits

• Comprehensive Benefits: Our benefits package includes 100% employer-paid healthcare premiums for most available medical plans, providing substantial savings and comprehensive coverage for employees.
• Dental & Vision Insurance
• 403(b) Retirement Plan
• Vacation, Sick, Personal & Holiday Leave
• Life Insurance & Long-Term Disability
• Professional Development & Leadership Opportunities
• Remote Work Environment
• Meaningful Work Supporting People in Crisis