Key Facts

Remote From:

Part time

English

Hard Skills

Crisis Intervention Assessment Of Suicide Risk KPI Management Call Center Experience Call Recording Crisis Prevention Digital File Management Staff Planning Inventory Management Employee Onboarding Compliance Management Queue Management Call Center Experience Inbound Calls Management Reporting Customer Centricity

Other Skills

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Mentorship
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Customer Service
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Teamwork
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Communication

Roles & Responsibilities

Experience supervising or leading call center teams
Knowledge of crisis response standards and protocols (988, Lifeline, Crisis Now)
Strong coaching, mentoring, and performance feedback skills
Ability to monitor KPIs, manage call queues, and ensure service quality

Requirements:

Measure KPIs (inbound calls, call waiting, call abandonments) and monitor call flow; assist with taking calls if staff are unable to handle workload.
Intervene with callers who present imminent danger to self or others, including lethality assessment and intervention steps.
Provide coaching and mentoring to staff to improve customer service and resolve consumer issues; train and supervise new staff.
Manage staffing levels, monitor phone queues, and ensure proper shift communication; provide updates to the Call Center Manager; ensure supplies and compliance with 988 Crisis Standards, Lifeline Standards, and Crisis Now standards.

Baltimore Crisis Response, Inc.

About Baltimore Crisis Response, Inc.

Baltimore Crisis Response, Inc (BCRI) is deeply rooted in the Baltimore City community. As the city's only comprehensive crisis service, our mission is to provide timely and effective community based services in the least restrictive environment, regardless of ability to pay. Since 1992, we have helped many overcome mental health and substance use disorders, often working in partnership with other community providers to create innovative programs to better serve this vulnerable population. Our services include: - 24/7/365 Telephone Crisis, Information and Referral Line - Residential Crisis and Addiction Treatment - Mobile Crisis Teams - In-House and Community Case Management - HIV and Hepatitis C Outreach and Prevention - Community Education and Outreach

Company type: SME

Founded: 2018

Company size: 51 - 200

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Job description

Being the Leader Communities Need in Moments of Crisis.

About Us

Baltimore Crisis Response, Inc. (BCRI) is a nationally recognized nonprofit and Baltimore’s only comprehensive crisis response system. Since 1992, we’ve been at the forefront of behavioral health crisis care — providing timely, community-based services for individuals and families experiencing mental health and substance use challenges.

The Opportunity

We are seeking a Call Center Counselor Supervisor to support daily call center operations during assigned shifts. This role ensures counselors adhere to policies, monitors KPIs and call flow, provides coaching and oversight, and intervenes in high-risk situations when needed. The Supervisor works closely with leadership to maintain compliance with 988 and Lifeline standards while upholding high-quality, consumer-centered service delivery.

What You’ll Do

• Measure KPI's: inbound calls, call waiting, call abandonment and other contract KPI’s.
Assist with taking calls if staff are unable to handle the workload.
Intervenes appropriately with callers who present imminent danger to self or others, including assessing lethality and taking necessary steps to intervene.
Coaching and mentoring staff to enhance customer service skills and resolve consumer issues effectively
Monitoring phone queues to reduce missed, overflowed, and held calls.
Assisting with staff schedules and ensuring adequate staffing levels.
Provide updates to the Call Center Manager/Director
Ensure that shift is properly stocked with the needed supply (paper, pens, markers, etc.) and consult with the call center manager to purchase items.
Training, monitoring, and supervision of new staff
Review documentation and call recording.
Completes all shift-to-shift communication forms, for effective transfer of information between shifts
Inform the Call Center Manager of immediate issues that arise in the Call Center.
Comply with the 988 Crisis Standards in providing services to the community.
Adhere to Lifeline Standards, Crisis Now Standards, and appropriate accrediting bodies best practices when providing services.
Participate in regularly scheduled supervision and debriefing sessions as appropriate.
Comply with the organization’s Secondary Trauma Prevention policy.
Adhere to annual training requirements
Other duties as assigned by management.