988 Suicide & Crisis Lifeline LGBTQ+ Youth Voice Supervisor

📍 Remote 
💰 $27.00–$29.00 per hour
🕒 Full-Time | Evenings, Overnights, Weekends & Holidays Required
🚗 Travel: None

Lead with Affirmation. Support the Team. Strengthen Crisis Care for LGBTQ+ Youth.

About Us

CarePoint Response, Inc. (CPR) is a nationally recognized nonprofit and Baltimore’s comprehensive crisis response system. Since 1992, CPR has provided timely, community-based care for individuals and families experiencing mental health and substance use challenges.

Our mission is to deliver effective behavioral health crisis services and treatment in the least restrictive environment—meeting people where they are, when they need it most.

The Opportunity

CarePoint Response is seeking a compassionate and experienced 988 Suicide & Crisis Lifeline LGBTQ+ Youth Voice Supervisor to support daily call center operations and provide real-time leadership to crisis counselors.

In this role, you will help ensure counselors deliver high-quality, affirming, trauma-informed support to LGBTQ+ youth experiencing emotional distress or crisis. You will monitor call flow and performance metrics, coach and supervise staff, support high-risk interventions, and help maintain compliance with 988 and Lifeline standards.

This position is ideal for someone who combines crisis-response experience with strong supervisory skills and a commitment to creating safe, responsive, and affirming support for LGBTQ+ youth.

What You’ll Do

Crisis Support & High-Risk Intervention

• Support incoming calls from LGBTQ+ youth experiencing crisis or emotional distress.
• Provide and connect callers with LGBTQ+ affirming behavioral health, social, and community resources.
• Assist with calls when staffing levels or workload require additional support.
• Intervene appropriately when callers present imminent danger to themselves or others, including assessing risk and taking necessary action.

Team Supervision & Coaching

• Coach and mentor staff to strengthen crisis intervention and customer service skills.
• Train, monitor, and supervise new employees.
• Provide ongoing feedback and performance support.
• Participate in regular supervision and debriefing sessions.
• Support staff compliance with required annual training.

Call Center Operations

• Monitor call queues to reduce missed, overflowed, and held calls.
• Assist with staff scheduling and maintain adequate shift coverage.
• Complete shift-to-shift communication to ensure effective continuity between teams.
• Escalate immediate operational or clinical issues to the Call Center Manager or Director.
• Ensure shifts are prepared with needed operational supplies and resources.

Quality & Performance

• Monitor key performance indicators, including inbound calls, wait times, abandonment rates, and other contract measures.
• Review documentation and call recordings for quality and compliance.
• Ensure staff adhere to 988 Crisis Standards, Lifeline Standards, Crisis Now Standards, and applicable accreditation best practices.
• Promote consistent, high-quality, consumer-centered service delivery.