[Hiring] Crisis Services Shift Lead @HopeLink Behavioral Health

Role Description

The Shift Lead provides real-time operational oversight and support during assigned shifts across voice, chat, and text crisis services. The Shift Lead ensures smooth shift execution by supporting Crisis Workers with escalations, service delivery questions, and system or process issues. The Shift Lead is responsible for monitoring service levels, responding to fluctuations in volume, and helping coordinate coverage during high-demand or surge periods to ensure continuity of care. This position provides in-the-moment guidance, facilitates clear communication across teams, and collaborates with Coaches and Quality Assurance Managers to uphold service standards and operational excellence.

Qualifications

• A minimum of 18 months of direct crisis contact center experience.
• Bachelor's in social work, psychology, or human services preferred.
• 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.

Requirements

• Demonstrated ability to perform active and reflective listening skills, risk and safety assessment, and follow established rescue protocols across voice, chat, and text services.
• Knowledgeable of crisis intervention best practices and ethical standards.
• Strong ability to oversee crisis contact center operations, manage shifts, and make sound decisions under pressure.
• Subject matter expertise in 988 Suicide and Crisis Lifeline SOP and Network Agreement.
• Proficient in quality assurance and reinforcing training in real time.
• Excellent communication and collaboration skills to build trust and align with leadership goals.
• Demonstrated ability for distress tolerance. Flexible and resilient in a 24/7/365 setting, modeling professionalism, self-care, and continuous learning.

Benefits

• Meaningful Work: Make a real difference in the lives of others.
• Competitive Salary: $23 - $27 per hour.
• 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.
• Fully Remote.
• Supportive Environment: Join a dedicated team committed to providing high-quality care.

Schedule & Location

• Shifts available: Mornings and afternoons.
• Remote.