Crisis Services Follow Up Supervisor

POSITION: Follow-Up Supervisor

REPORTS TO: Lead Supervisor, Crisis Services

POSITION SUPERVISED: Follow-Up Crisis Workers, Crisis Workers, and Volunteers

STATUS: Salaried, Exempt; Essential Staff

SUMMARY STATEMENT OF POSITION:

The Follow-Up Supervisor is responsible for overseeing the performance and operations of the Follow-Up Crisis Services Team. This role ensures the quality assurance and supervision of Follow-Up Crisis Workers scheduled on their shift. The Follow-Up Shift Supervisor provides in-the-moment guidance and support to staff handling scheduled follow-up contacts. This includes requires texpertise in operational protocols, personnel management, suicide prevention, and crisis intervention support. The Follow-Up Shift Supervisor must rapidly assess complex behavioral health situations, and recommendation of appropriate crisis interventions to be implemented with individual clients, their families, and community stakeholders, including law enforcement and EMS personnel. Additionally, the Supervisor ensures all scheduled follow-up contacts are completed efficiently and collaborates with colleagues to maintain operational excellence.

PRIMARY DUTIES:

· Demonstrate expertise in contact center operations, personnel management, suicide prevention, and crisis intervention.

· Ensure the completion of all scheduled follow-up contacts for clients, families, law enforcement, and community members each day.

· Provide real-time supervision, coaching, and technical support to staff handling follow-up crisis contacts.

· Monitor and adjust workforce tools to ensure optimal performance and coverage, utilizing data-informed decision-making during high-demand periods or absences.

· Conduct quality assurance through silent monitoring and contact reviews, delivering constructive feedback and coaching to ensure compliance and continuous improvement.

· Review and document client interactions and shift anomalies, communicating issues, recommendations, and workforce concerns to leadership.

· Facilitate regular supervision sessions and attend staff meetings to foster connection, accountability, and adherence to protocols, including 988 Lifeline Standards.

· Deliver training, professional development, and performance evaluations to support staff growth and ensure program success.

· Represent Follow-Up Crisis Services professionally in all interactions with referrals, community partners, vendors, and other stakeholders.

· Manage administrative responsibilities such as timecard approvals, corrective actions, and schedule management to maintain optimal coverage for breaks, meals, and services.

· Collaborate with the Volunteer Program Manager to support volunteers working within the Follow-Up Crisis Services team.

· Step in as a Follow-Up Crisis Worker during peak times or emergencies to maintain performance and reduce wait times.

· Provide a safe environment for staff to self-disclose, seek consultation, and appropriately address concerns.

Perform other duties as assigned to support program goals and service delivery.

ESSENTIAL COMPENTENCIES:

· Strategic decision-making aligned with organizational goals.

· Inspires trust, upholds values, and demonstrates cultural competence.

· Maintains clear, professional, and empathetic communication.

· Handles difficult situations objectively and maintains emotional control.

· Effectively assigns tasks, monitors progress, and empowers team members.

· Provides performance feedback, coaching, and developmental support.

· Adapts to changing conditions and anticipates future challenges.

QUALIFICATIONS:

· Bachelor's degree in Human Services, Social Work, Psychology, Sociology, or related field preferred; will consider relevant experience in lieu of education.

· Minimum of two years of experience in crisis intervention and/or suicide prevention.

· One to two years of direct supervisory and/or managerial experience.

· Experience in telephonic, chat, and text crisis management within a contact center environment.

· Proven ability to supervise and manage volunteers or employees.

· Knowledge of behavioral health, substance abuse, and recovery principles.

· Ability to exercise excellent independent judgment with minimal direct supervision.

· Strong oral and written communication skills.

· Demonstrated cultural competence in working with diverse populations.

· Proficiency in computer systems and ability to adapt to workflow changes.

ADDITIONAL INFORMATION:

· Supervisors are required to maintain at least five (5) hours per month of direct service handling contacts on our phone, chat, and text to stay current with frontline crisis worker operations.

· Completion of annual compliance training as mandated by the organization and accrediting bodies is required.

WORK HOURS/SITE: This is a virtual position and requires 40 hours per week. This position has a flexible schedule to support across shifts and coverage needs.

NOTE: Crisis Services operates 24 hours a day, seven days a week and 365 days a year. HopeLink Behavioral Health will make reasonable efforts to provide staff members with a stable, predictable individual work schedule, however, due to the nature of this work, not all schedule accommodations can be made or maintained within the above stated shifts.

Equal Opportunity Employer. Committed to Diversity, Equity, and Inclusion

'Where Hope Meets Help.

We are unable to hire in the following states:

California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming