Contra Costa Crisis Center
988 Text/Chat Shift Supervisor
Contra Costa Crisis Center, Walnut Creek, California, United States, 94598
The Contra Costa Crisis Center is seeking a compassionate and skilled 988 Text/Chat Shift Supervisor to join our dedicated team. This exempt position plays a critical role in providing expert crisis intervention and information referral services, ensuring high-quality support for those in need. As a Supervisor, you will oversee and support a team of staff and volunteers responding to incoming 988 texts and chats in both English and Spanish. You will report to the Contact Center Manager while fostering a collaborative and supportive environment.
This role is ideal for someone passionate about crisis intervention, team leadership, and making a meaningful impact in the community. If you are dedicated to supporting individuals in crisis and empowering a compassionate response team, we encourage you to apply!
Key Responsibilities
Supervise and Support Shift Team
Provide oversight and guidance to staff and volunteers during assigned shifts. Ensure adherence to protocols and communicate updates effectively. Conduct training, supervision, and quality assurance, including silent monitoring and contact reviews. Address 988 crisis texts and chats, providing backup support when needed.
Training & Development
Lead staff and volunteer training, supervision, and professional development activities. Provide individualized coaching and feedback to team members. Ensure professionalism and quality service through text/chat reviews.
Operational & Technical Support
Manage text and chat volume to ensure effective response times. Provide technical assistance for shift staff as needed. Monitor attendance, follow up on missed shifts, and maintain workforce accountability. Support the Contact Center Manager with staff scheduling as needed.
Quality Assurance & Compliance
Conduct regular contact documentation reviews for accuracy and professionalism. Manage follow-up contact for 988 crisis services. Support resolution of grievances and concerns from program participants. Approve timesheets and track attendance for assigned staff and volunteers.
Culture & Team Engagement
Foster a positive and supportive work environment for both team members and texters. Address any shift-related concerns and elevate issues as needed. Attend weekly staff and shift supervisor meetings. Perform other duties as assigned by the Call Center Manager.
Required Qualifications
Minimum one year of experience providing crisis intervention via text or chat, including completion of crisis line training. Ability to work both independently and as part of a team. Experience working with and supervising volunteers. Strong computer, software, and database literacy. Excellent written and verbal communication skills. Demonstrated ability to engage with diverse populations, including racially, culturally, and economically varied communities. Commitment to personal accountability, teamwork, and maintaining a healthy and inclusive work environment. Dedication to reducing disparities in service access for all populations. Ability to pass a criminal background check upon hire. Preferred Qualifications
BA/BS in psychology, social work, social welfare, or a related field (or equivalent work experience). Availability to work evenings and weekends as needed. Individual Crisis Worker (AAS) Certification. Certified Information and Referral Specialist (CIRS) Certification. Salary & Benefits
We offer a competitive salary and comprehensive benefits package including medical, dental, vision, life, AD&D, LTD, paid vacation, holidays, and sick time, and a 403B Retirement Savings Plan. Commitment to Diversity and Anti-Racism
Contra Costa Crisis Center is deeply committed to principles of diversity, equity, inclusion, and anti-racism. We provide equal employment opportunities to all applicants without regard to race, ethnicity, religion, creed, color, nationality, gender, gender identity, genetic information, sexual orientation, age, ancestry, physical or mental disability, medical condition, and marital status. We do not tolerate discrimination or harassment in any form. We strive to ensure that our staff and our volunteers – including volunteer leadership on our Board of Directors and its committees – reflect the diversity of the communities we serve. Our policy is to treat all with dignity and respect. Equal Opportunity Employer
The Contra Costa Crisis Center is an equal opportunity employer.
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Supervise and Support Shift Team
Provide oversight and guidance to staff and volunteers during assigned shifts. Ensure adherence to protocols and communicate updates effectively. Conduct training, supervision, and quality assurance, including silent monitoring and contact reviews. Address 988 crisis texts and chats, providing backup support when needed.
Training & Development
Lead staff and volunteer training, supervision, and professional development activities. Provide individualized coaching and feedback to team members. Ensure professionalism and quality service through text/chat reviews.
Operational & Technical Support
Manage text and chat volume to ensure effective response times. Provide technical assistance for shift staff as needed. Monitor attendance, follow up on missed shifts, and maintain workforce accountability. Support the Contact Center Manager with staff scheduling as needed.
Quality Assurance & Compliance
Conduct regular contact documentation reviews for accuracy and professionalism. Manage follow-up contact for 988 crisis services. Support resolution of grievances and concerns from program participants. Approve timesheets and track attendance for assigned staff and volunteers.
Culture & Team Engagement
Foster a positive and supportive work environment for both team members and texters. Address any shift-related concerns and elevate issues as needed. Attend weekly staff and shift supervisor meetings. Perform other duties as assigned by the Call Center Manager.
Required Qualifications
Minimum one year of experience providing crisis intervention via text or chat, including completion of crisis line training. Ability to work both independently and as part of a team. Experience working with and supervising volunteers. Strong computer, software, and database literacy. Excellent written and verbal communication skills. Demonstrated ability to engage with diverse populations, including racially, culturally, and economically varied communities. Commitment to personal accountability, teamwork, and maintaining a healthy and inclusive work environment. Dedication to reducing disparities in service access for all populations. Ability to pass a criminal background check upon hire. Preferred Qualifications
BA/BS in psychology, social work, social welfare, or a related field (or equivalent work experience). Availability to work evenings and weekends as needed. Individual Crisis Worker (AAS) Certification. Certified Information and Referral Specialist (CIRS) Certification. Salary & Benefits
We offer a competitive salary and comprehensive benefits package including medical, dental, vision, life, AD&D, LTD, paid vacation, holidays, and sick time, and a 403B Retirement Savings Plan. Commitment to Diversity and Anti-Racism
Contra Costa Crisis Center is deeply committed to principles of diversity, equity, inclusion, and anti-racism. We provide equal employment opportunities to all applicants without regard to race, ethnicity, religion, creed, color, nationality, gender, gender identity, genetic information, sexual orientation, age, ancestry, physical or mental disability, medical condition, and marital status. We do not tolerate discrimination or harassment in any form. We strive to ensure that our staff and our volunteers – including volunteer leadership on our Board of Directors and its committees – reflect the diversity of the communities we serve. Our policy is to treat all with dignity and respect. Equal Opportunity Employer
The Contra Costa Crisis Center is an equal opportunity employer.
#J-18808-Ljbffr