NAMI Chicago
Crisis Call Center Supervisor 988 - Part Time
NAMI Chicago, Chicago, Illinois, United States, 60290
Crisis Call Center Supervisor 988 - Part Time
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Description Type:
Part-time Reports to:
Senior Manager of 988 Office Location:
224 W. Hill St, Chicago, fully remote (must be based in the Chicago area and available to come to the Chicago office in person for trainings, specific shifts and meetings several times per year) Shift:
Current shift opening 3:45 to 12:15 Sunday - Wednesday; other part-time shifts include 11:45-8:15 Fri-Mon
Background:
Guided by the experiences of those living with mental health conditions and rooted in equity, NAMI Chicago educates to fight stigma and discrimination, fiercely advocates for our community, and shares hope, connection and expertise with people on their mental health journey.
Who We Are
An employer who prioritizes your wellness
An employer who supports your growth
An employer who sees and acknowledges all of you
An employer who educates and advocates for mental health while sharing hope with those on their mental health journey or supporting individuals on their mental health journey.
Who We Are Looking For
Highly empathetic
Detail-oriented and organized
Excellent relationship management and interpersonal skills
General Job Description As a 988 Suicide and Crisis Lifeline Supervisor you will lead and support a team of crisis counselors who provide immediate support and intervention to individuals experiencing emotional distress and mental health crises. Operating within the framework of the 988 Lifeline, you will help ensure high-quality service delivery through compassionate leadership, real-time guidance, and operational oversight. You will be responsible for supervising daily shift operations, offering clinical and procedural support, managing escalated calls, and fostering a trauma-informed, inclusive, and collaborative work environment. This role demands strong communication skills, emotional intelligence, and the ability to remain composed under pressure while multitasking across various platforms and tasks.
Essential Functions & Responsibilities
Crisis Response: Respond directly and indirectly to 988 Suicide and Crisis Lifeline calls, following established protocols and guidelines.
Crisis Counselor Support: Support 988 Crisis Counselors in delivering high-quality emotional support and crisis intervention.
Communication: Maintain consistent and effective communication throughout the shift with other supervisors and crisis team members.
Quality Improvement: Actively participate in quality improvement initiatives and supervision to enhance service delivery and team performance.
Community Collaboration: Partner with providers across Chicago to advocate for callers’ needs and facilitate connections to appropriate services.
Training & Development: Participate in ongoing training and professional development and remain current with best practices in crisis intervention.
Team Culture & Engagement: Foster a collaborative, trauma-informed team culture aligned with NAMI Chicago’s values.
Documentation & Confidentiality: Ensure accurate and timely documentation of all interactions with callers using NAMI Chicago’s client record management system.
Compliance: Stay informed of program contractual obligations and requirements, follow established organizational and programmatic policies and procedures.
Supervision & Leadership: Provide regular clinical and administrative supervision to Crisis Counselors.
Wellness: Actively engage in your wellness plan and communicate support needs as appropriate.
Other Duties: Perform other duties as assigned to support the success of the 988 program and NAMI Chicago’s mission.
Requirements
Master’s Degree in social services field or equivalent; LCSW or LCPC preferred.
Qualified Mental Health Professional (QMHP), consistent with the Illinois Administrative Code required.
At least 2 years of experience providing direct clinical and/or administrative supervision.
Minimum of 3-5 years of relevant experience providing counseling, crisis, or case management with individuals or families experiencing behavioral health crisis.
Experience in telephonic outreach, crisis, and case management.
Experience with vulnerable populations.
Essential Knowledge, Skills, & Abilities
Strong interpersonal and communication skills.
Ability to remain focused and adaptable in a fast-paced, high-stress environment.
Exceptional organizational and multitasking skills.
Demonstrates empathy, compassion, and a non-judgmental attitude toward individuals experiencing mental health crises.
Committed to serving underrepresented and vulnerable populations.
Demonstrates cultural humility and a commitment to working in a diverse environment.
Familiarity with Chicagoland mental health services and community resources.
Strong supervisory skills aligned with NAMI Chicago’s values and mission.
Exercises sound judgment and thoughtfully analyzes situations to make informed decisions.
Welcomed Qualifications
Previous experience at a suicide and crisis hotline.
Certification in crisis intervention or suicide prevention.
Strong computer and technology skills.
Typing speed of at least 35-40 WPM.
Current ASIST or SafeTALK certification.
Working Conditions NAMI Chicago 988 Lifeline Phone Crisis Counselors work in a remote environment. The role may involve sitting for extended periods and using telephone and computer equipment. The role involves extended periods of looking at digital device screens. The demanding nature of this work requires prioritizing self-care and being an advocate for your own wellbeing. This role requires a degree of flexibility with your availability and time during your scheduled shift (i.e. break times may vary if you are interacting with a person in crisis or supporting a crisis counselor at the time of a scheduled break).
Other
Attend quarterly all team meeting on the first Monday of the first month of the quarter (July, October, January, and April) from 3-4 PM.
During the second and third month of every quarter, attend one virtual team meeting on the first Monday from 3-4 PM or second Thursday from 8-9 AM.
Attend biweekly supervisor meeting Thursday at 7:30 – 8:00 AM.
Must have a private, confidential space to work from in your home that is free of distractions for the duration of your shift. Must be able to work over a private, secure, password protected internet connection with a minimum speed of 300 Mbps (10 Mbps upload).
Salary $30 per hour
Seniority level
Mid-Senior level
Employment type
Part-time
Job function
Other
Industries
Non-profit Organizations
Referrals increase your chances of interviewing at NAMI Chicago by 2x
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Description Type:
Part-time Reports to:
Senior Manager of 988 Office Location:
224 W. Hill St, Chicago, fully remote (must be based in the Chicago area and available to come to the Chicago office in person for trainings, specific shifts and meetings several times per year) Shift:
Current shift opening 3:45 to 12:15 Sunday - Wednesday; other part-time shifts include 11:45-8:15 Fri-Mon
Background:
Guided by the experiences of those living with mental health conditions and rooted in equity, NAMI Chicago educates to fight stigma and discrimination, fiercely advocates for our community, and shares hope, connection and expertise with people on their mental health journey.
Who We Are
An employer who prioritizes your wellness
An employer who supports your growth
An employer who sees and acknowledges all of you
An employer who educates and advocates for mental health while sharing hope with those on their mental health journey or supporting individuals on their mental health journey.
Who We Are Looking For
Highly empathetic
Detail-oriented and organized
Excellent relationship management and interpersonal skills
General Job Description As a 988 Suicide and Crisis Lifeline Supervisor you will lead and support a team of crisis counselors who provide immediate support and intervention to individuals experiencing emotional distress and mental health crises. Operating within the framework of the 988 Lifeline, you will help ensure high-quality service delivery through compassionate leadership, real-time guidance, and operational oversight. You will be responsible for supervising daily shift operations, offering clinical and procedural support, managing escalated calls, and fostering a trauma-informed, inclusive, and collaborative work environment. This role demands strong communication skills, emotional intelligence, and the ability to remain composed under pressure while multitasking across various platforms and tasks.
Essential Functions & Responsibilities
Crisis Response: Respond directly and indirectly to 988 Suicide and Crisis Lifeline calls, following established protocols and guidelines.
Crisis Counselor Support: Support 988 Crisis Counselors in delivering high-quality emotional support and crisis intervention.
Communication: Maintain consistent and effective communication throughout the shift with other supervisors and crisis team members.
Quality Improvement: Actively participate in quality improvement initiatives and supervision to enhance service delivery and team performance.
Community Collaboration: Partner with providers across Chicago to advocate for callers’ needs and facilitate connections to appropriate services.
Training & Development: Participate in ongoing training and professional development and remain current with best practices in crisis intervention.
Team Culture & Engagement: Foster a collaborative, trauma-informed team culture aligned with NAMI Chicago’s values.
Documentation & Confidentiality: Ensure accurate and timely documentation of all interactions with callers using NAMI Chicago’s client record management system.
Compliance: Stay informed of program contractual obligations and requirements, follow established organizational and programmatic policies and procedures.
Supervision & Leadership: Provide regular clinical and administrative supervision to Crisis Counselors.
Wellness: Actively engage in your wellness plan and communicate support needs as appropriate.
Other Duties: Perform other duties as assigned to support the success of the 988 program and NAMI Chicago’s mission.
Requirements
Master’s Degree in social services field or equivalent; LCSW or LCPC preferred.
Qualified Mental Health Professional (QMHP), consistent with the Illinois Administrative Code required.
At least 2 years of experience providing direct clinical and/or administrative supervision.
Minimum of 3-5 years of relevant experience providing counseling, crisis, or case management with individuals or families experiencing behavioral health crisis.
Experience in telephonic outreach, crisis, and case management.
Experience with vulnerable populations.
Essential Knowledge, Skills, & Abilities
Strong interpersonal and communication skills.
Ability to remain focused and adaptable in a fast-paced, high-stress environment.
Exceptional organizational and multitasking skills.
Demonstrates empathy, compassion, and a non-judgmental attitude toward individuals experiencing mental health crises.
Committed to serving underrepresented and vulnerable populations.
Demonstrates cultural humility and a commitment to working in a diverse environment.
Familiarity with Chicagoland mental health services and community resources.
Strong supervisory skills aligned with NAMI Chicago’s values and mission.
Exercises sound judgment and thoughtfully analyzes situations to make informed decisions.
Welcomed Qualifications
Previous experience at a suicide and crisis hotline.
Certification in crisis intervention or suicide prevention.
Strong computer and technology skills.
Typing speed of at least 35-40 WPM.
Current ASIST or SafeTALK certification.
Working Conditions NAMI Chicago 988 Lifeline Phone Crisis Counselors work in a remote environment. The role may involve sitting for extended periods and using telephone and computer equipment. The role involves extended periods of looking at digital device screens. The demanding nature of this work requires prioritizing self-care and being an advocate for your own wellbeing. This role requires a degree of flexibility with your availability and time during your scheduled shift (i.e. break times may vary if you are interacting with a person in crisis or supporting a crisis counselor at the time of a scheduled break).
Other
Attend quarterly all team meeting on the first Monday of the first month of the quarter (July, October, January, and April) from 3-4 PM.
During the second and third month of every quarter, attend one virtual team meeting on the first Monday from 3-4 PM or second Thursday from 8-9 AM.
Attend biweekly supervisor meeting Thursday at 7:30 – 8:00 AM.
Must have a private, confidential space to work from in your home that is free of distractions for the duration of your shift. Must be able to work over a private, secure, password protected internet connection with a minimum speed of 300 Mbps (10 Mbps upload).
Salary $30 per hour
Seniority level
Mid-Senior level
Employment type
Part-time
Job function
Other
Industries
Non-profit Organizations
Referrals increase your chances of interviewing at NAMI Chicago by 2x
#J-18808-Ljbffr