[Hiring] National Text and Chat Supervisor @CarePoint Response

Role Description

CarePoint Response is seeking an experienced and compassionate National Text & Chat Supervisor to provide real-time leadership and support to counselors delivering crisis intervention through the 988 Suicide & Crisis Lifeline.

• 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.

• 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.

• 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.

• 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: Requires reliable internet connectivity and a private, quiet workspace.
• Equipment Provided: Laptop and headset are provided.
• 24/7 Crisis Operations: 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: 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
• Meaningful Work Supporting People in Crisis

Company Description

CarePoint Response, Inc. (CPR) is a nationally recognized nonprofit and Baltimore’s comprehensive crisis response system. Since 1992, CPR has provided timely, community-based care for individuals and families experiencing mental health and substance use challenges.

Our mission is to deliver effective behavioral health crisis services and treatment in the least restrictive environment—meeting people where they are, when they need it most.