988/DDH Crisis Contact Supervisor

HeartLine provides 24/7 support to individuals and families, focusing on de-escalating crisis situations presented via phone, text, and chat. Situations may range from relationship struggles and parenting issues to anxiety, depression, suicidal ideation, suicide attempts, or disaster-related distress.

The Crisis Contact Supervisor provides leadership, guidance, and problem-solving for Crisis Contact Specialists across both the 988 Suicide & Crisis Lifeline and the Disaster Distress Helpline (DDH). The Supervisor supports real-time crisis intervention, ensures quality standards, assists with reporting and metrics, and provides technical assistance where needed. Supervisors provide coverage during high-volume periods, and support staff development through coaching and training. Applicants must reside in Oklahoma.

JOB RESPONSIBILITIES:  

• Provide leadership and guidance to Crisis Contact Specialists across both 988 and DDH services.
• Apply analytic skills to monitor and report on center metrics, real-time adherence, forecasting, service levels, and agent performance.
• Provide coverage (chat, text, or phone) as needed to ensure service levels are met.
• Support specialists with de-escalation, emergency interventions, parental/guardian permissions for minors, and completion of required documentation.
• Conduct weekly one-on-one or side-by-side feedback sessions with Crisis Contact Specialists.
• Ensure adherence to best practices and procedures outlined in national 988 and DDH guidelines.
• Assist with new employee orientation, training, and skill development.
• Verify staff completion of required national and internal trainings, and provide improvement plans when performance concerns are identified.
• Participate in HeartLine’s quality improvement (QI) processes, data reporting, and contract-related performance tracking.
• Maintain the accuracy of the resource database by reporting changes in community services.
• Provide follow-up contacts or warm handoffs to ensure continuity of care when appropriate.
• Responsive to urgent operational or clinical issues.
• Assist with staffing coverage during absences and coordinate scheduling adjustments when needed.
• Advise managers on staffing, training, coaching, or disciplinary needs within the team.
• Participate in outreach activities, presentations, and disaster/public health emergency response efforts.
• Attend ongoing training, in-services, and professional development to remain current with policies, procedures, and best practices.
• Other duties as assigned.

Education: Minimum of a bachelor’s degree preferred; relevant experience may be considered in place of formal education.

REQUIRED SKILLS AND ABILITIES:

• Strong communication skills, computer literacy, and analytical ability.
• Effective time management and attention to detail.
• Proven ability to lead, coach, and develop a diverse team.
• Compassionate, nonjudgmental approach when assisting individuals with diverse and complex needs.
• Ability to work independently with confidence and collaboratively within a professional team.
• Capacity to handle and manage stress due to scope and nature of crisis contacts.
• Flexibility to work varied hours including days, evenings, overnights, weekends, and holidays.
• Physically able to sit for long periods, use the telephone/computer, bend/stoop, and occasionally lift up to 20 pounds.

WORK ENVIRONMENT:

This position is remote upon completion of initial training period. HeartLine reserves the right to revoke remote privileges to provide additional onsite training if performance does not meet HeartLine standards.

HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done. 

The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Flexible scheduled work week. Some evenings/weekend work required. 

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed. 

Contents may be subject to change to meet the needs of the organization.