Text/Chat Shift Supervisor
Description:
988 Text/Chat Shift Supervisor
Location: Walnut Creek, CA - On-site, Full-time or Part-time
Compensation Range: $29-$32/hour, Non-Exempt
About Contra Costa Crisis Center
The Contra Costa Crisis Center strengthens our community by providing 24/7 services that prevent and reduce the impact of crisis. Through 988, 211, Grief Services, and coordinated partnerships with health and behavioral health systems, we connect people in distress with compassionate care and lifesaving support every day.
Position Summary
The 988 Text/Chat Supervisor provides on-site supervisory support to staff and volunteers during assigned shifts and responds directly to crisis texts, and chats from individuals seeking emotional support, crisis counseling, or suicide prevention assistance. This role models high quality crisis intervention and ensures adherence to protocols, and maintains a supportive, accountable, collaborative team within our 24/7 call center.
This position reports to the Call Center Manager and requires an on-site presence at our Walnut Creek Center.
Key Responsibilities
Shift Supervision and Support
Provide real time oversight and guidance to staff and volunteers.
Ensure adherence to protocols and communicate updates clearly.
Conduct coaching, silent monitoring, and contact reviews.
Respond to crisis texts and chats as needed to support queue management.
Training & Development:
Deliver onboarding and ongoing training for staff and volunteers.
Provide individualized coaching and performance feedback. Operational & Technical Support
Provide basic technical support to staff during shifts.
Track attendance, follow up on missed shifts, and ensure shift accountability.
Assist with scheduling in coordination with the Call Center Manager as needed. Quality Assurance & Compliance
Conduct documentation and contact-quality reviews.
Support follow-up contacts for 988 crisis services.
Approve timesheets for assigned team members.
Assist with addressing program participant concerns or grievances. Culture & Team Engagement:
Promote a supportive, inclusive, and professional environment.
Address shift concerns and escalate issues appropriately.
Attend required meetings and contribute to continuous improvement. Front Line Skills
Provide compassionate, clinically informed crisis support via text/chat.
Maintain timely, accurate documentation and uphold confidentiality.
Respond to after-hours community lines as assigned. Required Qualifications
At least 1 year of crisis intervention experience via text or chat, including crisis-line training.
Strong written communication and ability to structure crisis conversations.
Emotional maturity, personal accountability, and effective teamwork.
Proficiency with computers and online communication systems.
Ability to work evening/night/overnight shifts.
Ability to pass a background check. Strongly Preferred
Bachelor's degree in psychology, social work, or related field; or equivalent experience.
AAS Individual Crisis Worker Certification.
Spanish language fluency (written and spoken).
Availability on evenings, weekends, and holidays. Physical & Work Environment Requirements
Ability to remain seated at a computer workstation for extended periods.
Continuous use of a computer, keyboard, and headset.
High-volume written communication with sustained focus.
Ability to manage emotionally intense conversations.
On-site work in a 24/7 crisis call center environment.
Compensation and Benefits
Pay Scale: $29-$32/hour (non-exempt).
Eligible employees receive medical, dental, vision, life, AD&D, LTD, paid holidays, vacation and sick leave, and a 403(b) retirement plan.
Equal Employment Opportunity Statement
Contra Costa Crisis Center is an equal opportunity employer committed to treating all people with dignity and respect. We value experiences and perspectives that strengthen our ability to serve the community.
To Apply
Submit your application, resume, and responses to screening questions through GetHired. Applications will be reviewed on a rolling basis until positions are filled.