Contact Center Shift Supervisor

The Contra Costa Crisis Center is seeking a compassionate and skilled Shift Supervisor to join our dedicated team. This non-exempt position plays a critical role in providing expert crisis intervention and information referral services, ensuring high-quality support for those in need. As a Shift Supervisor, you will oversee and support a team of staff and volunteers responding to incoming calls, texts, and chats in both English and Spanish, including 988 crises support and 211 resource assistance. You will report to the Contact Center Manager and Clinical Director while fostering a collaborative and supportive environment.

This role is ideal for someone passionate about crisis intervention, team leadership, and making a meaningful impact in the community. If you are dedicated to supporting individuals in crisis and empowering a compassionate response team, we encourage you to apply!

Key Responsibilities:

• Supervise and Support Shift Team:

a. Provide oversight and guidance to staff and volunteers during assigned shifts.

b. Ensure adherence to protocols and communicate updates effectively.

c. Conduct training, supervision, and quality assurance, including silent monitoring and call reviews.

d. Address 988 crisis and 211 calls and texts, providing backup support when needed.

• Training & Development:

a. Lead staff and volunteer training, supervision, and professional development activities.

b. Provide individualized coaching and feedback to team members.

c. Ensure professionalism and quality service through call/text/chat reviews.

• Operational & Technical Support:

a. Manage call, text, and chat volume to ensure effective response times.

b. Provide technical assistance for shift staff as needed.

c. Monitor attendance, follow up on missed shifts, and maintain workforce accountability.

d. Support the Contact Center Manager with staff scheduling as needed.

• Quality Assurance & Compliance:

a. Conduct regular call documentation reviews for accuracy and professionalism.

b. Manage follow-up calls for 988 Crisis, 211, and Homeless Follow-Up services.

c. Support resolution of grievances and concerns from program participants.

d. Approve timesheets and track attendance for assigned staff and volunteers.

• Culture & Team Engagement:

a. Foster a positive and supportive work environment for both team members and callers.

b. Address any shift-related concerns and escalate issues as needed.

c. Attend weekly staff and shift supervisor meetings.

d. Perform other duties as assigned by the Call Center Manager or Clinical Director.

Required Qualifications:

• Minimum one year of experience providing crisis intervention via phone, text, or chat, including completion of crisis line training.

• Ability to work both independently and as part of a team.

• Experience working with and supervising volunteers.

• Strong computer, software, and database literacy.

• Excellent written and verbal communication skills.

• Demonstrated ability to engage with diverse populations, including racially, culturally, and economically varied communities.

• Commitment to personal accountability, teamwork, and maintaining a healthy and inclusive work environment.

• Dedication to reducing disparities in service access for all populations.

• Ability to pass a criminal background check upon hire.

Preferred Qualifications:

• BA/BS in psychology, social work, social welfare, or a related field (or equivalent work experience).

• Availability to work evenings and weekends as needed.

• Individual Crisis Worker (AAS) Certification.

• Certified Information and Referral Specialist (CIRS) Certification.

Salary & Benefits

The Contra Costa Crisis Center is an equal opportunity employer. We offer a competitive salary and comprehensive benefits package including medical, dental, vision, life, AD&D, LTD, paid vacation, holidays, and sick time, and 403B Retirement Savings Plan.

Commitment to Diversity and Anti-Racism Contra Costa Crisis Center is deeply committed to principles of diversity, equity, inclusion, and anti-racism. We provide equal employment opportunities to all applicants without regard to race, ethnicity, religion, creed, color, nationality, gender, gender identity, genetic information, sexual orientation, age, ancestry, physical or mental disability, medical condition, and marital status. We do not tolerate discrimination or harassment in any form.

We strive to ensure that our staff and our volunteers – including volunteer leadership on our Board of Directors and its committees – reflect the diversity of the communities we serve.

Our policy is to treat all with dignity and respect. This includes (but not limited to) staff, volunteers, clients and prospective clients, colleagues at other non-profits, donors, employees of government agencies and businesses, people attending our events, and members of the public in general.