Supervisor

• 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

Text and Chat Supervisor

• Oversee daily operations of project(s) and manage project staff, including onsite Team Members when applicable.
• Develop, implement, manage and meet or exceed client and Company operational goals.
• Support business activities including pre-admissions, pre-registration, admission, registration, billing and collection.
• Work with Managing Consultants and Operations Managers to apply new and emerging approaches to client business processes.
• Ensure client policies and procedures are followed.
• Coordinate and conduct interviews and recommend new hires to the Operations Manager.
• Train, mentor and provide ongoing support to Team Members.
• Complete monthly account reviews for patient account representatives.
• Review project reports and monitor staff compliance, attendance, punctuality, calls and productivity.
• Communicate non-compliance and trends to the Operations Manager and client.
• Conduct disciplinary counseling and performance improvement plans as required.
• Complete annual staff evaluations.
• Take supervisor calls assisting with patient or account work.
• Complete projects on time and assist staff in the absence of their Project Supervisor.
• Meet or exceed project revenue goals.
• Conduct weekly team meetings.
• Review and approve monthly client invoices.
• Work with management to develop policies and promote teamwork and a positive work environment.
• Travel as needed.