Crisis Chat and Text Shift Supervisor

Summary of Organization

DeafLEAD is a non-profit organization that provides crisis intervention services to Deaf, Hard of Hearing, Late-Deafened, and DeafBlind individuals and their families within the state of Missouri and nationwide. Our mission is to promote the emotional and physical well-being of consumers in a safe and respectful environment utilizing a consumer-centered, trauma-informed approach. 

We are committed to providing a variety of services to effectively meet the changing needs within the Deaf community. These services include (but are not limited to): crisis intervention, safety planning, legal/medical/personal advocacy, case management, crisis videophone/text/chat/hotline services, mental health services, training, and interpreting. 

No American Sign Language fluency is required for this position. Supervisors will be required to participate in DeafLEAD’s community American Sign Language course. 

DeafLEAD offers crisis chat and text services 24 hours a day, every day of the year.

Job Type

Full-time, salaried (Exempt)

Essential Functions

Crisis Response Oversight: Monitor and support Crisis Counselors as they respond to individuals in crisis via text, chat, and video. Ensure interventions are consistent with DeafLEAD and Vibrant Emotional Health standards, including appropriate risk assessments, de-escalation, and safety planning.

Active Team Engagement: Maintain an active visual presence on Zoom for the entirety of each scheduled shift (camera on at all times except during approved breaks). Provide real-time supervision, feedback, and debriefing. Ensure the Zoom environment remains respectful, supportive, and conducive to effective crisis response.

Attendance and Shift Reliability: Adhere to the assigned shift schedule and maintain consistent attendance to ensure uninterrupted crisis line coverage. This full-time position requires the ability to work the designated number of hours per week, and complete assigned shifts as scheduled. Shifts are subject to change based on the needs of the business. 

Documentation and Communication: Ensure timely and accurate documentation of shift activities and client interactions, maintaining confidentiality in accordance with DeafLEAD policies and HIPAA standards. Communicate promptly and effectively with team members, management, and external partners as appropriate.

Training, Compliance, and Professionalism: Successfully complete required Lifeline and DeafLEAD trainings, maintain knowledge of current crisis intervention practices, and adhere to ethical standards. Participate in team meetings, supervision, and continuing education as assigned. Uphold all organizational and confidentiality policies.

Collaboration and Continuous Improvement: Work collaboratively with the Assistant Director, Operations Managers, and other supervisors to identify and resolve operational issues, improve service quality, and foster a positive, trauma-informed culture within the shift team.

Other Duties: Perform other duties as assigned to support operational needs and organizational goals.

Qualifications

• Must complete DeafLEAD’s 100+ hour crisis intervention training. 

• Caring and empathetic disposition with the ability to remain calm in high-stress situations. 

• Exceptional written communication and reading comprehension skills. 

• Bachelor’s degree in psychology, social work, nonprofit management, or related field preferred. 

• Experience in crisis management, suicide prevention, or mental health services strongly preferred. 

• Ability to work effectively with people of diverse backgrounds, identities, and experiences. 

• Must be able to pass a background check. 

• ASL fluency preferred but not required; participation in DeafLEAD’s community ASL course is required if candidate is hired for the role and not fluent in ASL.

Schedule

Shift supervisors work full-time (40 hours per week). 

• 32 hours are spent on crisis line shifts, scheduled based on the availability you select in this application. 
• The remaining 8 hours are dedicated to approved administrative work and required meetings outside of shift time. 

Compensation & Benefits

• Annual salary: $50,000–$55,000, based on experience and education. 

• Health, vision, and dental insurance. 

• Paid Time Off (sick, holiday, vacation, and personal). 

• 401(k) retirement plan.

Supervision

Reports to: Chat and Text Operations Manager(s)

Technology Requirements

Technology requirements will be discussed in detail upon hire.

Work Environment

·  This position is performed remotely and requires reliable internet access, appropriate technology, and a private, distraction-free workspace to maintain confidentiality and professionalism.

·  Supervisors are expected to remain logged into organizational systems, including Zoom, Slack, and crisis line platforms, for the duration of each assigned shift.

·  The work environment should be quiet and free from background noise or visual distractions that may interfere with effective communication or concentration.

·  Childcare or other caretaking arrangements should be in place during scheduled work hours to ensure uninterrupted performance of essential job duties.

·  The position requires the ability to sustain attention, emotional regulation, and composure while responding to high-stress or emotionally charged situations.

·  Employees must be able to remain seated or standing at a workstation for extended periods while actively engaged on Zoom and/or chat platforms.

·  Frequent use of a computer, webcam, headset, and related communication tools is required to perform essential functions.

·  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position, provided such accommodations do not compromise confidentiality, safety, or the professional standards required during active crisis coverage.

DeafLEAD hires remote candidates in the following states:

AL, AZ, CO, DC, FL, GA, IA, IN, KS, KY, LA, MD, MN, MO, MS, NC, NJ, NM, NV, OK, PA, SC, TN, TX, UT, VA, and WI.