[Hiring] Program Supervisor @Family Services of Northeast Wisconsin Inc.

Role Description

The Program Supervisor provides day-to-day operational leadership and supervision for the Wisconsin Lifeline (988) program, ensuring the delivery of high-quality, person-centered crisis intervention services. Reporting to the Program Manager, this position is responsible for supervising Lifeline Counselors, supporting clinical and operational excellence, monitoring quality, coordinating daily operations, and fostering employee engagement and professional development.

This role ensures compliance with organizational policies, regulatory requirements, accreditation standards, and Wisconsin Lifeline operational expectations.

Qualifications

• Bachelor's degree in Social Work, Psychology, Counseling, Human Services, Healthcare Administration, Public Administration, Business Administration, or a closely related field; or an equivalent combination of education and relevant experience (Required)
• Master's degree in Social Work, Counseling, Psychology, Human Services, Healthcare Administration, Public Administration, Business Administration, or a related field (Preferred)
• Minimum of three (3) years of progressively responsible experience in behavioral health, crisis intervention, human services, healthcare, or a related field (Required)
• Minimum of one (1) year of supervisory, lead worker, or team leadership experience (Required)
• Experience coordinating staff schedules, workflow, or daily operations (Required)
• Experience providing coaching, mentoring, or performance feedback (Required)
• Five (5) or more years of behavioral health or crisis intervention experience (Preferred)
• Two (2) or more years of supervisory experience (Preferred)
• Experience with 988 services, suicide prevention, call center operations, or behavioral health programs (Preferred)
• Experience supporting quality improvement, accreditation, regulatory compliance, or workforce development initiatives (Preferred)

Requirements

• Demonstrate Family Services' Core Values and Behaviors in the work you do while fulfilling Family Services mission to Protect, Heal and Care.
• Provide direct supervision, coaching, mentoring, and performance management for assigned Lifeline Counselors and other team members.
• Foster a respectful, collaborative, and high-performing work environment that supports employee engagement and retention.
• Establish clear performance expectations and conduct ongoing coaching, performance evaluations, and development planning.
• Participate in recruitment, interviewing, hiring, onboarding, scheduling, and retention activities in collaboration with clinical and training teams.
• Provide operational guidance, policy interpretation, and decision-making support during routine operations and crisis situations.
• Participate in the Wisconsin Lifeline leadership on-call rotation as assigned.
• Provide in-the-moment coaching, mentoring, and constructive feedback to Lifeline Counselors and interns.
• Support onboarding and orientation, including call observation, monitored practice, shadowing, and reinforcement of program expectations.
• Identify recurring coaching, training, or performance themes and communicate observations to Program Managers for follow-up.
• Provide consultation during high-risk, complex, or unusual crisis interactions and support appropriate escalation and intervention.
• Coordinate daily operations to ensure efficient, consistent, and client-centered service delivery.
• Monitor staffing levels, workflow, scheduling, and operational performance to meet service demands.
• Support implementation of operational initiatives, process improvements, and organizational priorities.
• Assist with business continuity planning and operational readiness during high-volume or emergency situations.
• Ensure completion of assigned operational responsibilities, documentation, and shift activities.
• Provide consultation and support to Lifeline Counselors during crisis interventions and complex situations.
• Conduct quality reviews of crisis interactions, documentation, and service delivery to ensure adherence to Agency standards and evidence-based practices.
• Promote trauma-informed, safety-oriented, and person-centered care.
• Identify performance trends and collaborate with leadership to implement coaching and development strategies.
• Provide direct crisis intervention services as operational needs require.
• Support onboarding, orientation, and ongoing competency development of employees and interns.
• Encourage continuous learning through coaching, mentoring, feedback, and professional development opportunities.
• Identify training needs and collaborate with leadership to strengthen workforce competency.
• Promote employee wellness, psychological safety, diversity, equity, inclusion, belonging, and cultural humility.
• Ensure compliance with Agency policies, HIPAA, regulatory requirements, accreditation standards, funding requirements, and Wisconsin Lifeline operational guidelines.
• Monitor documentation quality and operational compliance.
• Support incident reporting, investigations, corrective action implementation, and risk mitigation activities.
• Maintain confidentiality and safeguard protected health information.
• Collect, analyze, and monitor operational and quality performance data.
• Prepare reports, dashboards, and operational summaries for leadership.
• Identify opportunities to improve service delivery, employee performance, and operational efficiency.
• Participate in organizational quality improvement initiatives and accreditation readiness activities.
• Utilize performance metrics to support operational and strategic decision-making.
• Represent Family Services and Wisconsin Lifeline at meetings, committees, conferences, and community events.
• Develop collaborative relationships with behavioral health providers, emergency responders, community organizations, and other stakeholders.
• Respond professionally to client concerns, compliments, and service inquiries.
• Promote awareness of Wisconsin Lifeline services and available behavioral health resources.
• Collaborate with leadership to evaluate program goals, workflows, policies, and operational procedures.
• Assist in developing and implementing new initiatives, best practices, and operational improvements.
• Research emerging behavioral health trends and crisis intervention best practices.
• Benchmark operational practices with national and state crisis service organizations to support continuous improvement.
• Assist with scheduling, workforce coordination, performance evaluations, and operational planning.
• Prepare reports, meeting materials, and required program documentation.
• Monitor equipment, supplies, and operational resources.
• Support strategic planning initiatives, special projects, and other administrative responsibilities.
• Perform other duties as assigned in support of Family Services' mission and operational objectives.

Benefits

• This position may be eligible for remote or hybrid work based on business needs and in accordance with Agency policy.
• Employees approved for remote work must comply with all Family Services remote work requirements and maintain a work environment that supports confidentiality, productivity, and quality client care.
• Employees must continue to meet all remote work expectations throughout their employment.