988 Text and Chat Supervisor (Full-Time)

Description

Shift: Monday- Friday from 6AM-2PM 

Location: Remote (Maryland Residents Only)

Position Summary:

The 988 Text and Chat Supervisor oversees a team of crisis counselors who provide immediate, confidential support via text and chat for individuals experiencing emotional distress or suicidal crisis. This leadership role ensures high-quality, trauma-informed services, supervises staff performance, manages risk, and supports operational goals to align with 988 Suicide & Crisis Lifeline standards.

Key Responsibilities:

• Team Supervision & Support
  • Provide real-time supervision, de-escalation assistance, and clinical guidance to text/chat counselors during shifts.
  • Facilitate regular supervision sessions, case consultations, and performance reviews.
  • Support onboarding, training, and continued development of new and current staff.
  • Monitor text and chats for quality, adherence to protocols, and client safety.
  • Track key performance indicators
  • Ensure accurate documentation and timely completion of required reports.
  • Assist in managing high-risk or complex situations, including imminent risk of harm to self or others.
  • Uphold 988 standards
  • Maintain schedules and ensure adequate staffing coverage for shifts.

Qualifications

• Required:
  • Bachelor’s Degree in Counseling, Psychology, or related field (or bachelor’s with equivalent crisis experience)
  • 2+ years of experience in crisis intervention or mental health services
  • 1+ year of supervisory or leadership experience
  • Excellent written communication skills
  • Proficiency with digital communication platforms and electronic documentation
  • Availability for flexible scheduling, including nights/weekends
• Preferred:
  • Bilingual

Work Environment & Equipment:

• Will require some onsite training
• Remote position with required internet connectivity and private, quiet workspace
• Equipment provided (laptop, headset)
• Must adhere to all HIPAA and confidentiality requirements

Compensation & Benefits:

• Competitive salary based on experience and credentials
• Medical, dental, and vision insurance
• Paid time off and holidays
• Professional development opportunities
• $26-$28 hourly