Clinical Supervisor of 988 at Crisis Connections – Seattle, Washington

Position Title: Clinical Supervisor of 988 Crisis Services

Reports to: Director of 988 Crisis Services

Type: Full-Time, Non-Exempt

Wage: $91,000-98,000 annually depending on shift and experience

Location: Fully Remote, candidates must be located in WA state, Arizona, Ohio or Texas to be considered.

Schedule: Tuesday-Saturday, 12:00 am-8:00 am PST

PROGRAM SUMMARY: Crisis Connections provides a variety of telephone-based support services that are free and easily accessible to anyone in our community experiencing crisis. Our service area includes King County and WA State. Our passion is to foster resilience and wellbeing for all by connecting people to accessible and compassionate support.

POSITION SUMMARY: The Clinical Supervisor of 988 Crisis Services is responsible for oversight of the daily operations of the 988 Suicide and Crisis Lifeline phone, or chat and text teams. Working under the supervision of the Clinical Director of 988 Crisis Services, this position plays a key role in supporting the ongoing growth and development of our clinical contact center team.

The Clinical Supervisor will lead hiring and onboarding efforts, support ongoing clinical training and development of staff, and assist in the implementation and process improvement of new technologies to enhance service delivery. This role provides direct supervision of a multi-disciplinary team working across a 24/7 shift schedule, in close collaboration with other members of the Clinical Leadership Team.

The ideal candidate brings strong clinical expertise in crisis intervention, de-escalation, mental health assessment, and clinical supervision. Key responsibilities include hiring, training, and supervising staff; overseeing high-quality service delivery across phone, chat, and text platforms; and ensuring that all individuals who contact the 988 Suicide and Crisis Lifeline receive appropriate safety assessments, emotional support, safety planning and referral to the correct level of care, including mobile crisis teams, designated crisis responders, and other community mental health resources.

JOB DUTIES

SUPERVISOR RESPONSIBILITIES

• Ensures contract compliance including providing consistent quality assurance, monitoring contact center operations, and ensuring timely, appropriate call and chat/text response.
• Maintains in-depth knowledge of staff functions to be able to fulfill those responsibilities in case of absence/vacancy.
• Supervises the staff of the assigned shift, to include MA level, BA level, and Certified Peer Specialist staff. Ensure staff receive supervision and contact monitoring to adhere to the 988 Suicide and Crisis Lifeline operational best practices, guidelines, and operational requirements.
• Participates in interviewing and screening candidates for these positions.
• Provide quality assurance oversight to the 988 Suicide and Crisis Lifeline, which will include close monitoring and coaching of all staff on shift.
• Works as a member of the Crisis Connections leadership team to ensure efficient and effective integration with other Crisis Connections department programs.
• Maintain an accurate and up to date list of current employees, their FTE status, and schedule to ensure coverage needs are met.
• Conduct formal evaluations of all assigned staff.
• Ensures that all policies and procedures are followed by 988 staff.
• Ensures that shift culture is consistent with delivery of compas­sionate, respectful and professional services.

CALLER MANAGEMENT

• Responsible for oversight and handling of 988 Suicide and Crisis Lifeline contacts, assessing for risk of harm, addictions, mental illness and ensuring that best clinical intervention practices are implemented.
• Ensure there are appropriate state-wide referrals and dispatches across WA State.
• Ensure there are appropriate phone, online chat, and/or SMS text crisis interventions to clients using 988.
• Ensures that all contacts are documented accurately and completely by the end of each shift.

KEY PERFORMANCE INDICATORS

Meets Call standards:

• Call Abandonment rate 5% or less.
• Call Answer Rate within 20 seconds 95% or higher.
• Staffing vacancy rate less than 5% for the 988 team.
• All Chat/Text metrics as assigned.
• Effectively evaluates team and individual performance through review of metrics and data to interpret both past, present, and future performance to ensure contractual requirements are met.
• All staff working within the 988 Crisis Services Department share the responsibility to meet these contract metrics.

TRAINING AND PROFESSIONAL DEVELOPMENT

• Supports Clinical Director of 988 Crisis Services in onboarding and supervision staff that incorporates contractual requirement, clinical best practices, and recommendations from the 988 Suicide and Crisis Lifeline.
• Maintains required credentials and/or licensure and keeps updated on current professional literature and trends in the mental health and chemical dependency field.
• Maintain a minimum of 12 hours of training per FTE on approved topics relevant to the job function.

QUANTITY AND QUALITY OF WORK/WORK HABITS

• Arrives at work on time and maintains regular attendance; working assigned shifts and other shifts when needed.
• Participates in pager duty shifts as assigned by the Clinical Director of 988 Crisis Services.
• Follows personnel policies and procedures.
• Written and verbal communication is clear, concise, accurate and thorough.
• Demonstrates genuine relationships by cooperating with others, handling disa­greements directly with the person(s) concerned in a truthful and open manner and accepting constructive feedback. Shows respect to co-workers, volunteers, and customers/clients.
• Makes appropriate use of Supervisor.
• Promotes a healthy work environment by demonstrating collaborative deci­sion-making and team-building behaviors; provides peer support, and moti­vates staff and volunteers to outstanding performance.
• Suggests solutions to identified problems.
• Attends all internal staff meetings as assigned.
• All other duties as assigned.

QUALIFICATIONS AND REQUIRED SKILLS

· Master’s degree in psychology/counseling or social work or related field required.

· Mental Health Professional (MHP) status as defined by Washington Administrative Code (WAC 246-341-0515) and Revised Code of Washington (RCW 71.05 and 71.34).

· Independent or associate licensure in counseling, or social work preferred.

· Individuals must hold one of the following active credentials or licenses in the State of Washington:

· Licensed Mental Health Counselor (LMHC) or Associate (LMHCA)

· Licensed Independent Clinical Social Worker (LICSW) or Associate (LSWAIC)

· Licensed Marriage and Family Therapist (LMFT) or Associate (LMFTA)

· Certified or Licensed Agency Affiliated Counselor (per RCW 18.19.210)

• Two years’ experience working with individuals in crisis preferred.
• One year leadership experience preferred.
• Telephone assessment or help line experience preferred.
• Excellent verbal, written, and typing skills.
• Ability to learn and use multiple software platforms, and technology systems.
• Experience providing training both in person and virtual preferred.
• Evidence of ability to collaborate effectively with a multi-disciplinary clinical staff in a fast-paced environment.

Requirements

Computer Skills Assessment: Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates.

• This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.

Technology Requirement:

• Smart phone with ability to download the Microsoft Multi-factor Authentication (MFA) application.

For Remote / Hybrid positions

• High speed internet (wired ethernet connection preferred). No Cellular or Hotspots.
• A quiet and confidential designated working area.

Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction.

• This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.

Thriving employees means a thriving mission: We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.

• Excellent medical, dental, and vision coverage
• Annual wage increases
• Generous Paid Time Off & 12 Paid Holidays
• Discount on ORCA transit pass
• Free Parking & Flexible Schedules
• Growth opportunities
• Self-care tools & weekly check ins with your supervisor

Voluntary Benefits

• Short-term and long-term disability
• Flexible Spending Accounts (FSA)
• 403B Retirement Plan

Offers of Employment: All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

DISCLAIMER: The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION: Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.
In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.