[Hiring] Shift Supervisor @The Samaritans Cape Cod and the Islands

Role Description

The Samaritans on Cape Cod and the Islands is seeking a compassionate, confident, and mission-driven Shift Supervisor to provide real-time leadership and support for our 988 Crisis Line team. This is an opportunity to make a meaningful difference every day by supporting Crisis Line Associates, Volunteers, and Interns as they assist individuals experiencing emotional distress, mental health challenges, and suicidal crises.

If you thrive in a fast-paced environment, remain calm under pressure, and are passionate about helping others, we encourage you to apply.

Qualifications

• Bachelor's degree in Mental Health, Psychology, Social Work, Human Services, or a related field, or equivalent experience
• Experience working in a crisis line, call center, behavioral health, social services, or customer support environment
• Strong crisis management and de-escalation skills
• Ability to remain composed and make sound decisions during high-pressure situations
• Excellent communication, coaching, and interpersonal skills
• Experience working in remote team environments
• Familiarity with iCarol or similar crisis management, telephony, or case management systems is a plus

Requirements

• Overseeing crisis line operations during assigned shifts
• Providing real-time consultation and support for complex and high-risk calls
• Ensuring adherence to 988 Lifeline standards, organizational policies, and crisis intervention protocols
• Supporting, mentoring, and coaching Crisis Line Associates, Volunteers, and Interns
• Monitoring documentation and data quality to ensure compliance and accuracy
• Serving as the primary point of contact for staff during your shift
• Escalating operational, technical, or performance concerns when appropriate
• Participating in shift debriefs and continuous improvement efforts

Benefits

• Compassionate support to individuals in moments when connection can make all the difference
• Commitment to suicide prevention and emotional support
• High-quality crisis intervention services
• Continuous learning and professional development
• A supportive and collaborative remote work culture

Company Description

The Samaritans on Cape Cod and the Islands is committed to providing equal employment opportunities in accordance with applicable federal and state laws. Employment decisions are made based on qualifications, merit, and business needs.