Program Supervisor - Wisconsin Lifeline

• Job Title: Program Supervisor
• Work Schedule: 1:00 p.m. to 12:00 a.m. shift on a 2-2-3 rotating schedule
• Work Location: Remote

The Program Supervisor provides day-to-day operational leadership and supervision for the Wisconsin Lifeline (988) program, ensuring the delivery of high-quality, person-centered crisis intervention services. Reporting to the Program Manager, this position is responsible for supervising Lifeline Counselors, supporting clinical and operational excellence, monitoring quality, coordinating daily operations, and fostering employee engagement and professional development. The Program Supervisor serves as the primary operational resource for assigned staff by providing coaching, mentoring, performance management, and real-time support while promoting a culture of accountability, collaboration, continuous improvement, and exceptional client care.

This role ensures compliance with organizational policies, regulatory requirements, accreditation standards, and Wisconsin Lifeline operational expectations.

Demonstrate Family Services' Core Values and Behaviors in the work you do while fulfilling Family Services mission to Protect, Heal and Care. Responsibilities will be performed within our policies, procedures, and guidelines.

• Provide direct supervision, coaching, mentoring, and performance management for assigned Lifeline Counselors and other team members.
• Foster a respectful, collaborative, and high-performing work environment that supports employee engagement and retention.
• Establish clear performance expectations and conduct ongoing coaching, performance evaluations, and development planning.
• Participate in recruitment, interviewing, hiring, onboarding, scheduling, and retention activities in collaboration with clinical and training teams
• Provide operational guidance, policy interpretation, and decision-making support during routine operations and crisis situations.
• Participate in the Wisconsin Lifeline leadership on-call rotation as assigned.
• Provide in-the-moment coaching, mentoring, and constructive feedback to Lifeline Counselors and interns.
• Support onboarding and orientation, including call observation, monitored practice, shadowing, and reinforcement of program expectations.
• Identify recurring coaching, training, or performance themes and communicate observations to Program Managers for follow-up.
• Provide consultation during high-risk, complex, or unusual crisis interactions and support appropriate escalation and intervention.

• Coordinate daily operations to ensure efficient, consistent, and client-centered service delivery.
• Monitor staffing levels, workflow, scheduling, and operational performance to meet service demands.
• Support implementation of operational initiatives, process improvements, and organizational priorities.
• Assist with business continuity planning and operational readiness during high-volume or emergency situations.
• Ensure completion of assigned operational responsibilities, documentation, and shift activities.

• Provide consultation and support to Lifeline Counselors during crisis interventions and complex situations.
• Conduct quality reviews of crisis interactions, documentation, and service delivery to ensure adherence to Agency standards and evidence-based practices.
• Promote trauma-informed, safety-oriented, and person-centered care.
• Identify performance trends and collaborate with leadership to implement coaching and development strategies.
• Provide direct crisis intervention services as operational needs require.

• Support onboarding, orientation, and ongoing competency development of employees and interns.
• Encourage continuous learning through coaching, mentoring, feedback, and professional development opportunities.
• Identify training needs and collaborate with leadership to strengthen workforce competency.
• Promote employee wellness, psychological safety, diversity, equity, inclusion, belonging, and cultural humility.

• Ensure compliance with Agency policies, HIPAA, regulatory requirements, accreditation standards, funding requirements, and Wisconsin Lifeline operational guidelines.
• Monitor documentation quality and operational compliance.
• Support incident reporting, investigations, corrective action implementation, and risk mitigation activities.
• Maintain confidentiality and safeguard protected health information.

• Collect,…