Archived listing. The details below describe a past opening.
Text & Chat Supervisor
📍 Remote
💰 $26.00–$29.50 per hour
🕒 Part-Time shifts: 7:00am-3:00pm, 3:00pm -11:00pm Every other or every Saturday and Sunday
🚗 Travel: None
Lead with Compassion. Support the Team. Strengthen Crisis Response.
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 an experienced and compassionate 988 Text & Chat Supervisor to provide real-time leadership and support to counselors delivering crisis intervention through the 988 Suicide & Crisis Lifeline.
This frontline leadership role is responsible for supervising Text and Chat counselors during assigned shifts, providing guidance during complex and high-risk situations, monitoring service quality, supporting staff development, and ensuring individuals experiencing emotional distress or suicidal crisis receive immediate, confidential, trauma-informed support.
If you have crisis intervention experience, strong leadership skills, and the ability to remain calm and make sound decisions in high-pressure situations, we want to hear from you.
What You’ll Do
Real-Time Crisis Supervision
- Provide real-time supervision, de-escalation assistance, and guidance to Text and Chat counselors.
- Assist staff with complex and high-risk situations, including circumstances involving imminent risk of harm to self or others.
- Help ensure crisis interactions are person-centered, trauma-informed, and consistent with established protocols.
- Maintain professionalism and sound judgment in fast-paced crisis situations.
Team Leadership & Development
- Facilitate regular supervision sessions and case consultations.
- Support employee performance reviews and ongoing performance management.
- Assist with onboarding, training, and continued development of new and existing counselors.
- Provide employees with timely feedback and support to strengthen performance.
Quality & Performance
- Monitor Text and Chat interactions for quality, adherence to protocols, and client safety.
- Track key performance indicators and support achievement of operational expectations.
- Ensure accurate documentation and timely completion of required reports.
- Uphold applicable 988 Suicide & Crisis Lifeline standards.
Staffing & Operations
- Maintain staff schedules and ensure adequate coverage for assigned shifts.
- Help address real-time staffing and operational challenges.
- Support consistent delivery of crisis services across assigned shifts.
Qualifications
What We’re Looking For
Education
- Bachelor’s degree in Counseling, Psychology, or a related field; or a bachelor’s degree with equivalent crisis experience.
Experience
- 2+ years of experience in crisis intervention or mental health services.
- 1+ year of supervisory or leadership experience.
Skills & Competencies
- Excellent written communication skills.
- Strong crisis intervention and de-escalation abilities.
- Ability to provide effective real-time guidance to crisis counselors.
- Ability to manage complex and high-pressure operational demands.
- Strong problem-solving and decision-making skills.
- Proficiency with digital communication platforms and electronic documentation.
- Ability to maintain professionalism and composure in crisis-related situations.
- Commitment to ethical, person-centered, and trauma-informed decision-making.
- Bilingual skills preferred.
Schedule & Work Environment
💻 Remote Position: This position requires reliable internet connectivity and a private, quiet workspace.
🖥️ Equipment Provided: Laptop and headset are provided.
🌙 24/7 Crisis Operations: Candidates must be available for flexible scheduling, including evenings, overnights, weekends, and holidays.
🔒 All employees must adhere to HIPAA and organizational confidentiality requirements.