Crisis Chat Coordinator at HEADQUARTERS KANSAS INC – Lawrence, Kansas

Position Title: Crisis Chat Program Coordinator

Location: Lawrence, KS 

Applications will be accepted until: Open until filled 

Compensation and Benefits 

• Full time, Exempt 
• $60,000 - $62,500, based on experience
• Employer shared plan for Health, Dental, Vision Insurance 
• Long Term and Short-Term Disability, employer paid  
• Paid time off  
• Voluntary: Life Insurance, FSA and HSA options, Voluntary Benefits through MetLife  
• 401k with 5% match by employer  
• EAP Program  
• Media stipend

Position Summary: The Crisis Chat Program Coordinator is a full-time, exempt, 40-hour week average position. This position may require occasional evening and weekend hours due to the on-call clinician rotation. Position may be required to travel to and attend local, statewide, and national 988 collaborative meetings and conferences.

Job Duties:

This position is responsible for overseeing the daily operations, quality, and effectiveness of the crisis chat program, ensuring continuous coverage and adherence to established policies and 988 Lifeline standards. This role provides clinical and administrative supervision to staff and volunteers, including coaching, performance management, and support to promote ethical practice and staff wellness.

Position Expectations:

• Effective time management, scheduling, and organizational skills
• Demonstrate commitment to ethical practice, staff wellness, and a positive organizational culture.
• Serve as an effective clinical supervisor to crisis specialists and supervisors.

• Participate in continuing education and professional development to maintain clinical and operational competency in crisis intervention and suicide prevention practices.
• Outstanding interpersonal skills with the ability to work harmoniously with organizational leadership, program teams, and other development staff;  
• Able to represent HeadQuarters Kansas and themselves with integrity and professionalism;    
• Ability to work independently as well as in a collaborative culture;   
• Valid Driver’s license, clean driving records, and reliable transportation;    
• Must be able to pass State and Federal criminal background checks.  

Responsibilities include:

1. Crisis Program Operations – 30%

• Oversee the daily operations of crisis chat program by managing program operations to ensure adequate coverage, service continuity, and adherence to established policies and procedures.
• Provide consultation and guidance to staff regarding crisis intervention practices and decision-making during active crisis contacts.
• Participate in the on-call rotation with other qualified program staff.
• Coordinate with internal programs and crisis response partners to support the crisis continuum of care.
• Attend internal and external meetings, conferences, and trainings related to crisis services and suicide prevention.

2. Staff Supervision – 30%

• Provide clinical, administrative, and operational supervision to crisis counselors, shift supervisors, and volunteers.
• Conduct individual and group supervision meetings.
• Provide ongoing coaching, feedback, and professional guidance to support staff performance and development.
• Conduct annual performance evaluations for direct reports.
• Collaborate with leadership to address performance concerns and implement performance improvement plans when necessary.

• Promote healthy workplace boundaries, ethical practice, and strategies to manage compassion fatigue and burnout among staff and volunteers.

3. Program Performance & Policy Development – 25%

• Assist in the development, implementation, and maintenance of program policies, procedures, and operational guidelines.
• Monitor, analyze, and report crisis program performance metrics.
• Track trends and service data within crisis call and chat programs to identify opportunities for operational or service improvements.
• Ensure timely and accurate documentation of crisis contacts and related program activities.
• Assist leadership in developing strategies for program improvement based on data and performance indicators.
• Support administrative and operational processes that ensure compliance with organizational policies and 988 Lifeline standards.
• Utilize crisis center software systems and other technology platforms to support program operations and documentation.

4. Staffing, Recruitment & Onboarding – 10%

• Assist in recruiting, interviewing, and hiring new crisis counselors and program staff.
• Support onboarding and orientation of new staff.
• Provide on-the-job training, mentorship, and support during the onboarding process.

5. Other Duties – 5%

• Perform other duties and responsibilities as assigned by organizational leadership.

Required Education and Experience:

• Master’s degree in human-service related fields (e.g., social work, psychology, applied behavioral science, sociology, etc.)
• Completion of Applied Suicide Intervention Skills Training (ASIST)or ability to obtain within the first three (3) months.
• 1 year of experience with crisis and suicide intervention

• 1 year of supervisory experience
• Experience providing training and delivering constructive feedback in a professional setting.

Preferred Education:

• Licensure with the Kansas Behavioral Sciences Regulatory Board
• 2+ years of supervisory experience

Equal Opportunity Employer 

It is HeadQuarters Kansas intention to create and maintain a supportive culture for all employees.  We are an equal opportunity employer.  All applicants will receive employment consideration that aligns with EEOC guidelines and regulations.   

The Americans with Disabilities Act ensures your right to reasonable accommodations during the employment process.  A request for accommodation will not affect your opportunities for employment with HeadQuarters.  If you wish to request an ADA accommodation, please contact HeadQuarters Kansas. 

HEADQUARTERS KANSAS IS AN EEO / AA EMPLOYER