Shift Supervisor

Responsibilities

• Oversee crisis line operations during assigned weekend shifts (Saturday and Sunday, 1:30 PM – 9:30 PM ET)
• Provide real-time consultation and support for complex and high-risk calls
• Ensure adherence to 988 Lifeline standards, organizational policies, and crisis intervention protocols
• Support, mentor, and coach Crisis Line Associates, Volunteers, and Interns
• Monitor documentation and data quality to ensure compliance and accuracy
• Serve as the primary point of contact for staff during the shift
• Escalate operational, technical, or performance concerns when appropriate
• Participate in shift debriefs and continuous improvement efforts

Requirements

• Must reside in Massachusetts
• Bachelor's degree in Mental Health, Psychology, Social Work, Human Services, or a related field (or equivalent experience)
• Experience working in a crisis line, behavioral health, social services, or a call center environment
• Strong crisis management and de-escalation skills
• Ability to remain composed and make sound decisions during high-pressure situations
• Experience working in remote team environments

Preferred Qualifications

• Excellent communication, coaching, and interpersonal skills
• Familiarity with iCarol or similar crisis management, telephony, or case management systems

Benefits

• Competitive hourly pay of $25.00 per hour
• Opportunity to work in a mission-driven, supportive, and collaborative remote culture
• Professional development and continuous learning opportunities

About the Company

The Samaritans Cape Cod and the Islands is a nonprofit organization dedicated to suicide prevention. We provide support to individuals contemplating suicide or those who have been personally affected by suicide, offering pathways to healing for our entire community through high-quality crisis intervention services.