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Crisis Text Line is hiring a

Crisis Counselor Supervisor

Remote

Overview:

Crisis Text Line provides free, 24/7, high-quality text-based mental health support and crisis intervention by empowering a community of trained volunteers to support people in their moments of need.

Our mission is at the intersection of empathy and innovation — we promote mental well-being for people wherever they are.

Our vision is an empathetic world where nobody feels alone.

Our core values are at the heart of all we do: connect with empathy, center equity, get it done together, and reflect and evolve.
 

Why you should join our team: 

  • Our work is transforming the way people in pain access support at their fingertips
  • Our work is innovative in the crisis response space 
  • Our dynamic, fun, and diverse culture
  • Our meaningful cause, led by empathy and innovation
  • Our strong values at the center of all we do
  • Our commitment to diversity, equity and inclusion 
  • Our commitment to engagement and belonging
  • Our commitment to our employees and their holistic wellbeing
  • Our  value of work/life balance
  • Our growth mindset and prioritize professional development 
  • Our leaders who truly care

What you will be doing: 

As Crisis Counselor Supervisor, you will work closely with volunteer Crisis Counselors on the platform to monitor conversations and provide guidance and support to ensure high quality service to texters. You identify issues and utilize clinical policies and training to provide coping skills and safety protocols to de-escalate crises on the platform.

  • Perform active rescues (external intervention) when texter safety has been identified as imminent risk
  • Monitor volunteer Crisis Counselor conversations for training adherence and quality support
  • Work with volunteer Crisis Counselor in providing coping skills and exercise safety protocols in high-risk situations
  • Assist volunteer Crisis Counselors identify texter needs and develop a support and safety plan 
  • Ensure volunteer Crisis Counselors adherence to code of conduct and escalate if required.
  • Provide in convo feedback
  • Available to take shifts on the platform during higher than usual volume times outside of normal work schedule and participate in an on-call rotation to ensure adequate staffing
  • Stay connected to all team communications (on and off the platform) and respond in a timely manner
  • Ability to work in a 24/7/365 environment. 
  • The current shift options available include:
    • Wednesdays, Thursdays, Fridays, and Saturdays - 9 pm to 5 am ET

What you bring to the table: 

  • 3+ years of crisis intervention work experience beyond volunteerism
  • Excellent time management skills
  • Consistently demonstrates discretion and strong judgement 
  • Ability to accurately identify and eliminate roadblocks professionally and quickly 
  • Open to change, feedback and handles shifting priorities smoothly 
  • Remains calm in stressful, intense and confrontational situations 
  • Proven ability to work well under pressure while maintaining professionalism and maturity
  • Consistently exhibits effective and constructive communication 

 

Benefits:

Crisis Text Line employee  benefits are thoughtfully designed using an equity lens, acknowledging that we are all unique human beings with individual life circumstances that require flexibility and support. 

 Benefits include: 

  • 20 paid holidays including:
    • Federal  holidays like Juneteenth and Labor Day
    • Election day
    • Holiday break from Dec 24  through January 1
    • 2 renewal days 
    • 2 floating holidays  
  • Flexible  paid time off, including: 
    • 15 vacation days
    • 3 personal days
    • 7 sick days 
  • Medical, dental, and vision benefits for the staff member and family at no cost to the employee
  • 403B retirement plan (the nonprofit equivalent of a 401K): 3% contribution by Crisis Text Line to support building financial wellness,  regardless of personal contribution
  • 12 weeks paid parental leave (after 6 months of employment)
  •  Student loan repayment (after 2 years of continuous full time service)
  • Family support through a virtual childcare platform
  • Stipends/Allowances
    • Mental health  (Monthly) 
    • Internet Service (Monthly) 
    • Professional Development (Annual)
    • Wellness (Annual)
    • Home office setup (One time/First year)

(Benefits are only for US-based employees. International benefits may differ).

Crisis Text Line is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We provide reasonable accommodation to individuals who have a disability and meet the skill, experience, education, and other job-related requirements of the role to allow the individual to perform the essential functions of the job.



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