988 Supervisor - Full Time

Description

Type: Full-Time (40 hours)

Reports to: 988 Manager

Office Location: Work from home position (not a remote “work from anywhere” role). Must maintain a private, confidential workspace in your home within the Chicago area and be able to attend in-person trainings and meetings at our Chicago office (224 W. Hill Street, Suite 410, Chicago, IL) as requested.

Shift: Two Shifts available

• •Sunday - Thursday, 7:45AM - 4:15 PM
• •Tuesday - Saturday, 7:45 AM - 4:15PM

Work schedules are subject to change as necessary to meet the Agency’s and its client’s needs. Reasonable notice is provided to facilitate personal planning.

Our 988 call center is open 365 days a year, 7 days a week, 24 hours a day, including all holidays. Employees, whose regular schedule lands on a holiday, will be expected to work on that day unless PTO is approved or a shift is traded.

Training: Each employee is required to complete a set training course prior to being eligible to answer calls for the 988 Suicide and Crisis Lifeline. The first day of training is in person at our Chicago office from 9 AM – 5 PM. Beyond that, the training will be completed virtually using live and self-paced modalities. Facilitator-led training will be scheduled during a time of day that works for the majority of the training cohort (may include day or evening hours) but will always occur during the weekdays. Self-guided training may be completed at the learner’s discretion but must be completed within the same day as they are scheduled. The training schedule will be provided on the first day of onboarding. safeTALK is required within 6 months of hire (offered internally).

Background

Guided by the experiences of those living with mental health conditions and rooted in equity, NAMI Chicago educates to fight stigma and discrimination, fiercely advocates for our community, and shares hope, connection and expertise with people on their mental health journey.

Who We Are:

• •An employer who prioritizes your wellness
• •An employer who supports your growth
• •An employer who sees and acknowledges all of you
• •An employer who educates and advocates for mental health while sharing hope with those on their mental health journey or supporting individuals on their mental health journey.

Who We Are Looking For:

• •Highly empathetic
• •Detail-oriented and organized
• •Excellent relationship management and interpersonal skills

General Job Description:

As a 988 Suicide and Crisis Lifeline Supervisor you will lead and support a team of crisis counselors who provide immediate support and intervention to individuals experiencing emotional distress and mental health crises. Operating within the framework of the 988 Lifeline, you will help ensure high-quality service delivery through compassionate leadership, real-time guidance, and operational oversight. You will be responsible for supervising daily shift operations, offering clinical and procedural support, managing escalated calls, and fostering a trauma-informed, inclusive, and collaborative work environment. This role demands strong communication skills, emotional intelligence, and the ability to remain composed under pressure while multitasking across various platforms and tasks.

Essential Functions and Responsibilities:

• •Crisis Response: Respond directly and indirectly to 988 Suicide and Crisis Lifeline calls, chats, and text, following established protocols and guidelines. Support contacts of all ages experiencing emotional distress, mental health crises, or suicidal ideation, including those at imminent risk of harm to self or others. At times, such as low staffing, high call volume, etc., this may require the Supervisor to act in the capacity of a 988 Crisis Counselor.
• •Crisis Counselor Support: Support 988 Crisis Counselors in delivering high-quality emotional support and crisis intervention. When necessary, provide direct assistance using active listening, motivational interviewing, and crisis intervention to assess needs and offer appropriate follow-up and treatment options.
• •Communication: Maintain consistent and effective communication throughout the shift with other supervisors and crisis team members. Respond promptly to requests for guidance and support.
• •Quality Improvement: Actively participate in quality improvement initiatives and supervision to enhance service delivery and team performance.
• •Community Collaboration: Partner with providers across Chicago to advocate for contacts’ needs and facilitate connections to appropriate services.
• •Training & Development: Participate in ongoing training and professional development and remain current with best practices in crisis intervention. Identify team training needs and collaborate with the 988 Clinical Manager, Training Managers, and Senior Manager to implement effective learning strategies. Support onboarding and continued training of new and existing Crisis Counselors.
• •Team Culture & Engagement: Foster a collaborative, trauma-informed team culture aligned with NAMI Chicago’s values and the vision for 988. Demonstrate assertive, compassionate leadership and actively model participation in huddles, coaching sessions, meetings, and trainings to support team cohesion and service excellence.
• •Documentation & Confidentiality: Ensure accurate and timely documentation of all interactions with contacts using NAMI Chicago and Vibrant’s client record management system. Support team members in maintaining case notes and other required records. This role requires strong computer skills due to the extensive use of digital systems as a fully remote role.
• •Compliance: Stay informed of program contractual obligations and requirements, follow established organizational and programmatic policies and procedures, and monitor compliance of crisis counselors.
• •Supervision & Leadership: Provide regular clinical and administrative supervision to Crisis Counselors both on shift and those assigned to you for direct oversight. Proactively identify and address program needs in moment, and with the supervisory/management team to ensure effective service delivery.
• •Wellness: Actively engage in your wellness plan and communicate support needs as appropriate. Adhere to the organization’s Wellness policy.
• •Other Duties: Perform other duties as assigned to support the success of the 988 program and NAMI Chicago’s mission.

Requirements

Education and Experience:

• •Master’s Degree in social services field or equivalent; LCSW or LCPC preferred.
• •Qualified Mental Health Professional (QMHP), consistent with the Illinois Administrative Code required.
• •At least 2 years of experience providing direct clinical and/or administrative supervision.
• •Minimum of 3-5 years of relevant experience providing counseling, crisis, or case management with individuals or families experiencing behavioral health crisis (i.e., suicidal ideations, psychotic presentations, SUD/OUD, etc.).
• •Experience in telephonic outreach, crisis, and case management.
• •Experience with vulnerable populations.

Essential Knowledge, Skills, and Abilities:

• •Strong interpersonal and communication skills, including the ability to build rapport with individuals in distress and communicate clearly and expressively in both verbal and written formats.
• •Ability to remain focused and adaptable in a fast-paced, high-stress environment with frequent interruptions and urgent situations.
• •Exceptional organizational and multitasking skills, including the ability to prioritize tasks, manage time effectively, and solve problems independently.
• •Demonstrates empathy, compassion, and a non-judgmental attitude toward individuals experiencing mental health crises. Committed to serving underrepresented and vulnerable populations, including racial/ethnic minorities and individuals living with mental illness and/or substance use disorders.
• •Demonstrates cultural humility and a commitment to working in a diverse environment inclusive of race, ethnicity, culture, sexual