Crisis Contact Center Supervisor

The Crisis Supervisor oversees real-time operations for a 24/7 crisis contact center, leading licensed crisis specialists who support people experiencing emotional distress or suicidal thoughts. This role provides clinical guidance on risk assessment and de-escalation, manages call volume and staffing during assigned shifts, handles escalated or high-risk contacts, documents key incidents, and promotes a supportive, wellness-focused environment for frontline staff.

Responsibilities

• Provide real-time supervision and guidance to crisis specialists during assigned shifts
• Monitor calls, queues, and staff adherence to protocols, schedules, and service standards
• Offer clinical consultation on suicide risk assessment, de-escalation, and high-risk situations
• Handle or support escalated, complex, or sensitive crisis contacts as needed
• Adjust staffing, breaks, and assignments to maintain coverage and responsiveness
• Document significant incidents, staffing changes, and shift activities and relay to management
• Foster a supportive, wellness-focused culture and connect staff to appropriate resources
• Collaborate with managers, training, quality, and scheduling teams to align operations

Required Skills

• Crisis intervention
• Suicide risk assessment
• De-escalation techniques
• Contact center operations
• Real-time staff supervision
• Clinical documentation
• Behavioral health knowledge
• Call queue monitoring
• Shift operations management
• Use of crisis line/telephony software