What are the responsibilities and job description for the Crisis Call Center Supervisor FT - Tues-Sat - 3:00 pm - 11:00 pm position at Contact Community Services, Inc?
Open Date
2 / 12 / 2025
Position
Crisis Call Center Supervisor FT - Tues-Sat - 3 : 00 pm - 11 : 00 pm
Category
Mental Health
Description
Background check required
Position Title : Shift Supervisor, FT
Location : Main Office
Reporting Relationship(s) :
Position reports to the Center Functions Manager
Hours : Full Time
Once training is complete, the option of a hybrid work schedule can be discussed.
FLSA Classification :
Non-exempt - Salary Range Salary Range - $25.50 - $ 26.00
General Summary
The Crisis Call Center Supervisor provides real-time direction and shift support to staff and volunteers responding to crisis, information and referral, and community support lines. Crisis Call Center Supervisor will be responsible for smooth operations during their assigned shift. This position also requires the ability to act as a Crisis Specialist in the call center as needed.
Under the supervision of the Center Functions Manager, the Shift Supervisor helps staff manage call volume, call response, active intervention, and self-care during shifts and provide feedback and ongoing communication to supervisory staff regarding shift activity.
Duties and Responsibilities
Shift management
- Manage call volume and queue length to ensure calls are being answered appropriately and in a timely manner
- Respond to overflow calls on all incoming lines with compassion in accordance with the organization's training and scope. Monitor and place outgoing and follow-up calls as scheduled.
- Coordinates rescue calls as needed for callers requiring emergency assistance
- Document and review calls in an accurate and timely manner in both web-based helpline and HMIS software
- Assist in scheduling and filling shifts, as needed
- Provide feedback and ongoing communication to supervisory staff regarding shift activity
- Troubleshoot issues that arise during shift, document any concerns, and escalate when additional support is required
- Act as Crisis Specialist when required
Staff support
Education Requirements
B.A. in Mental Health / Human Services field, or related field of study, required; Master's preferred. Comparable training and experience will be considered in lieu of Bachelors. Must also have a demonstrated ability to effectively manage crises
Previous Experience Requirement
Crisis counseling / mental health experience; experience linking people with needed community resources; experience supervising, mentoring and training others
Knowledge and Skills Needed to Perform Effectively in this Position
A successful Shift Supervisor knows the importance of empathy, advocacy, cultural competency, and connection, is a compassionate listener with crisis management and critical thinking skills and has a desire to help those in need. Additionally :
Additional Requirements
Work schedules are determined based upon call volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend).
This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment.
Physical Dimensions (Job-related physical abilities an individual needs to possess in order to perform the job in a satisfactory manner)
This job description is not meant to be an all-inclusive list of duties and responsibilities but constitutes a general definition of the position's scope and function in the company. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.
This document does not create an employment contract, implied or otherwise, other than an 'at will' employment relationship.
Contact Community Services, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.
Full-Time / Part-Time
Full-Time
Exempt / Non-Exempt
Non-Exempt
Shift
Evenings
EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
This position is currently accepting applications.
Salary : $26 - $26
