988 Shift Lead - Call Center

Description

Job Summary:

The 988 Shift Lead will oversee daily operations during their assigned shift, ensuring effective management of all incoming calls, texts, and chat requests from individuals seeking mental health support and crisis intervention. This role will provide guidance and support, and ensure all procedures are followed to ensure optimal client care and service delivery. The 988 Shift Lead will play a key role in maintaining a supportive, efficient, and calm environment for both staff and individuals in crisis.

Essential Functions:

1. Supports a team of 988 Specialists and/or other support staff during a shift, ensuring they adhere to policies, procedures, and best practices.
2. Provides guidance to 988 Specialists in crisis situations, including de-escalation techniques and offering resources or interventions as needed.
3. Acts as the point of contact for any escalated calls or challenging situations and provide support for complex cases.
4. Assists with training new team members and provide ongoing development opportunities for staff, ensuring that they are equipped to manage calls/chats/texts effectively and ethically.
5. Ensures the efficient operation of the center during the shift, including handling breaks, and managing the flow of calls/chats/texts.
6. Ensure all necessary documentation is completed, including incident reports, shift logs, and service reports. Provides end-of-shift reports to the Administrative Lead 988 Specialist.
7. Work closely with other shift leads, managers, and external partners to ensure continuity of care and crisis intervention services.
8. Promotes and encourages self-care practices for the team to prevent burnout and maintain emotional well-being in a high-stress environment.
9. Adheres to all organizational policies, procedures, and legal requirements regarding confidentiality, privacy (such as HIPAA compliance), and professional conduct.
10. Serves as a fully integrated 988 Specialist to assist with call/text/chat response when necessary.
11. Other duties as assigned.

Qualifications

Education and Experience:

1. High school diploma or equivalent required.  Bachelor’s degree in psychology, social work, sociology, or human services preferred.
2. At least one year of experience in a customer service, crisis intervention, or mental health support role is required. Experience in handling crises over the phone, via chat, or text is a plus.

Skills:

1. Strong leadership and team management skills with the ability to motivate and support a diverse team of professionals.
2. Strong verbal & written communication and active listening skills.
3. Ability to remain calm and composed under pressure.
4. Empathy, patience, and a non-judgmental attitude.
5. Familiarity with crisis intervention techniques and mental health first aid is a plus.
6. Proficient in using computer systems, chat platforms, and texting tools for documentation and communication.