Key Facts

Remote From:

Part time

English

Hard Skills

Crisis Intervention Assessment Of Suicide Risk Call Center Experience Call Recording Workforce Planning Technical Supervision Customer Centricity Life Safety Codes Call Center Experience

Other Skills

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Incident Reporting
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Decision Making
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Communication
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Leadership
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Adaptability
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Time Management
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Teamwork
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Customer Service
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Stress Management
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Detail Oriented
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Mentorship
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Empathy
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Problem Solving

Roles & Responsibilities

Experience supervising or managing a call center or crisis line
Strong knowledge of 988 Crisis Standards, Lifeline Standards, and Crisis Now standards
Experience coaching, mentoring, and developing staff
Ability to assess lethality and intervene in high-risk situations

Requirements:

Monitor KPIs (inbound calls, call waiting, call abandonment) and call flow, manage workload, and assist with calls when needed
Coach, mentor, and supervise staff; provide training, review documentation and call recordings, and oversee shift handoffs
Intervene in high-risk crisis calls by assessing lethality and coordinating appropriate crisis interventions; ensure compliance with 988 and Lifeline standards
Oversee operational duties including staffing, scheduling, supply management, and providing updates to the Call Center Manager/Director; communicate immediate issues

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.