[Hiring] Crisis Counselor Supervisor @Crisis Text Line

Role Description

Crisis Counselor Supervisors play a critical role in the success of Crisis Text Line by providing real-time guidance and support to our remote volunteer Crisis Counselors, ensuring texters receive the highest quality care. In this role, you will step into texter conversations as needed and provide leadership during high-risk situations, including active rescues and mandatory reporting. You bring a calm, supportive, and empathetic approach to your work, fostering a positive and effective environment for Crisis Counselors while always keeping both the texter experience and the Crisis Counselor experience top of mind.

Qualifications

• Self-motivated with people management skills
• Expert multitasker, able to prioritize and monitor multiple tasks in a fast-paced environment
• Effective communicator, articulating clearly and effectively with staff and Crisis Counselors
• Problem-solver with critical thinking skills
• A big thinker who collaborates to improve service quality
• Tech-savvy, proficient in G-suite and comfortable navigating online platforms

Requirements

• 3+ years of crisis intervention work experience beyond volunteerism
• Ability to work flex shifts as needed, up to 12 hours per week, including weekends, nights, and holidays
• Reliable high-speed internet connection required
• Current shifts available: Thursday - Saturday, 10pm - 6am EST
• Hourly salary: $25.31 per hour
• This is a remote-only position
• Only candidates in specific states will be eligible for employment: CO, CT, FL, GA, IL, IN, MD, MA, MI, NJ, NM, NY, NC, PA, TN, TX, UT, VA, WA

What you’ll do

• Perform active rescues when texter safety has been identified as imminent risk
• Monitor volunteer Crisis Counselor conversations for training adherence and quality support
• Work with volunteer Crisis Counselors in providing coping skills and exercise safety protocols in high-risk situations
• Assist volunteer Crisis Counselors to identify texter needs and develop a support and plan for safety
• Ensure volunteer Crisis Counselors adherence to code of conduct and escalate if required
• Provide real-time feedback on conversation quality
• Participate in trainings and internal working groups to increase quality service delivery