Text and Chat Supervisor

. Provide real-time supervision, de-escalation assistance, and guidance to Text and Chat counselors .

Posted 9/25/2026part-timeBaltimore • Maryland • United StatesJuniorMid-Level💰 $26 - $30 per hourWebsite

Key responsibilities & impact

Provide real-time supervision, de-escalation assistance, and guidance to Text and Chat counselors
Assist staff with complex and high-risk situations involving imminent risk of harm to self or others
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 counselors
Provide timely feedback and support to strengthen employee performance
Monitor Text and Chat interactions for quality, protocol adherence, and client safety
Track key performance indicators and support operational expectations
Ensure accurate documentation and timely completion of required reports
Uphold applicable 988 Suicide & Crisis Lifeline standards
Maintain staff schedules and adequate coverage for assigned shifts
Address real-time staffing and operational challenges
Support consistent delivery of crisis services across assigned shifts

What you’ll need

Associate degree listed in the posting; the detailed qualifications require a 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
Reliable internet connectivity and a private, quiet workspace
Availability for flexible scheduling, including evenings, overnights, weekends, and holidays
HIPAA and organizational confidentiality compliance
Some on-site training may be required

Comp & perks