Text​/Chat Shift Supervisor

988 Text/Chat Shift Supervisor at Contra Costa Crisis Center

Location:

Walnut Creek, CA — On-site, Full-time or Part-time

Pay Scale: $29–$32/hour (non-exempt)

Shifts Available:
Evening, Night, Overnight/Graveyard

The Contra Costa Crisis Center strengthens our community by providing 24/7 services that prevent and reduce the impact of crisis. Through 988, 211, Grief Services, and coordinated partnerships with health and behavioral health systems, we connect people in distress with compassionate care and lifesaving support every day.

The 988 Text/Chat Supervisor provides on‑site supervisory support to staff and volunteers during assigned shifts and responds directly to crisis texts and chats from individuals seeking emotional support, crisis counseling, or suicide prevention assistance. The role models high-quality crisis intervention, ensures adherence to protocols, and maintains a supportive, accountable, and collaborative team within our 24/7 call center.

This position reports to the Call Center Manager and requires an on-site presence at our Walnut Creek Center.

• Shift Supervision and Support
  • Provide real‑time oversight and guidance to staff and volunteers.
  • Ensure adherence to protocols and communicate updates clearly.
  • Conduct coaching, silent monitoring, and contact reviews.
  • Respond to crisis texts and chats as needed to support queue management.
• Training & Development
  • Deliver onboarding and ongoing training for staff and volunteers.
  • Provide individualized coaching and performance feedback.
• Operational & Technical Support
  • Provide basic technical support to staff during shifts.
  • Track attendance, follow up on missed shifts, and ensure shift accountability.
  • Assist with scheduling in coordination with the Call Center Manager as needed.
  • Quality Assurance & Compliance
    • Conduct documentation and contact‑quality reviews.
    • Support follow‑up contacts for 988 crisis services.
    • Approve timesheets for assigned team members.
    • Assist with addressing program participant concerns or grievances.
  • Culture & Team Engagement
    • Promote a supportive, inclusive, and professional environment.
    • Address shift concerns and elevate issues appropriately.
    • Attend required meetings and contribute to continuous improvement.
  • Front‑Line Skills
    • Provide compassionate, clinically informed crisis support via text/chat.
    • Maintain timely, accurate documentation and uphold confidentiality.
    • Respond to after‑hours community lines as assigned.
  Required Qualifications
  • At least 1 year of crisis intervention experience via text or chat, including crisis‑line training.
  • Strong written communication and ability to structure crisis conversations.
  • Emotional maturity, personal accountability, and effective teamwork.
  • Proficiency with computers and online communication systems.
  • Ability to work evening, night, and overnight shifts.
  • Ability to pass a background check.
  Strongly Preferred
  • Bachelor’s degree in psychology, social work, or related field; or equivalent experience.
  • AAS Individual Crisis Worker Certification.
  • Spanish language fluency (written and spoken).
  • Availability on evenings, weekends, and holidays.
  Physical &
  
  Work Environment Requirements
  • Ability to remain seated at a computer workstation for extended periods.
  • Continuous use of a computer, keyboard, and headset.
  • High‑volume written communication with sustained focus.
  • Ability to manage emotionally intense conversations.
  • On‑site work in a 24/7 crisis call center environment.
  Compensation and Benefits

  Eligible employees receive medical, dental, vision, life, AD&D, LTD, paid holidays, vacation, sick leave, and a 403(b) retirement plan.

  Equal Employment Opportunity Statement

  Contra Costa Crisis Center is an equal opportunity employer committed to treating all people with dignity and respect. We value experiences and perspectives that strengthen our ability to serve the community.

  To Apply

  Submit your application, resume, and responses to screening questions through Get Hired. Applications will be reviewed on a rolling basis until positions are filled.