Overnight 988 Shift Lead

Overnight 988 Shift Lead

San Mateo Suicide Prevention Adult Division

• Friday Overnight – 10:30pm – 6:30am | Hotline
• Saturday Overnight – 10:30pm – 6:30am | Chat and Text
• Sunday Overnight – 10:30pm – 6:30am | Chat and Text

Felton Institute responds to the needs of our community by providing innovative, evidence-informed social services that transform lives. Our organization offers 50+ programs that address mental health, the unhoused, early care and education, those impacted by the justice system, transitional age youth, as well as aging adults. Our programs combine the latest scientific research with cultural sensitivity and a deep commitment to supporting and reflecting the communities we serve.

Felton offers a dynamic, challenging, and supportive work environment where we encourage the use of professional development, that staff can utilize throughout their career.

San Mateo Suicide Prevention (SMSP) is one of the first crisis centers in California. SMSP has been dedicated to crisis intervention and suicide prevention for over half a century, offering services to youth and adults of San Mateo County. SMSP is proud to be a 988 Suicide and Crisis Lifeline contracted center and is accredited by the American Association of Suicidology.

SMSP operates a 24/7 crisis intervention and suicide prevention hotline, handling calls, texts, and chats from both the local line and the 988 Lifeline. Crisis counselors provide immediate support, conduct suicide risk assessments, develop safety plans, and offer compassionate connections. Additionally, SMSP facilitates mental health and suicide prevention presentations, as well as post-crisis interventions, for local school districts, non-profit organizations, government agencies, and community-based organizations.

These services aim to raise mental health awareness and foster resilience and support throughout the county.

The primary duties of Hotline Shift Leads include providing crisis intervention support and shift supervision of the 24/7 crisis hotline, including both local and 988 calls. This role will also provide live supervision of crisis counselors on shift including but not limited to call note quality assurance and silent monitoring. The shift lead will be responsible for shift change and ensuring shifts have adequate coverage.

Emergency fill-ins may be required. Attending monthly staff meetings and regular training is also required. Exceptions and alternatives may be arranged with management approval.

Scheduling will be discussed with Hotline Program Manager and will be set based on the needs of the crisis hotline and local mobile crisis response. Flexibility in scheduling is needed due to the 24/7 nature of the Crisis Center. In addition to shift supervision, this position is expected to work a minimum of one 4-hour Crisis Center Hotline shift per week.

Hotline shifts to be determined by Hotline Program Manager.

• Provide on-call phone consultation for high-risk, emergencies, rescue calls and debriefing during shifts, as assigned by Hotline Manager, which may include working on weekends and holidays
• Provides on-shift supervision, real-time consultation, and constructive feedback to crisis counselors, volunteers, and interns. This includes monitoring calls or chat sessions for quality control.
• Dispatch mobile response for San Mateo County residents in partnership with Telecare mobile crisis response team
• Assess for and initiate emergency service interventions for callers at imminent risk of suicide
• Leads and motivates a team, fosters a supportive and inclusive work environment, and organizes debriefings to help staff process difficult calls.
• Oversee quality assurance over counselor call notes written during shift duration with attention to professionalism and accuracy, professionalism, and compliance with national standards.
• Provide follow-up support to high-risk callers as assigned by Hotline Manager
• Respond to and triage calls on the 24-hour crisis hotline
• Communicates important shift information to the next shift lead and to program management to ensure continuity of…