About careerzynith – Pioneering Compassionate Crisis Support
careerzynith is a nationally recognized leader in crisis intervention, dedicated to delivering life‑saving emotional support through innovative digital channels. Our mission is to ensure that anyone in distress can connect with a caring professional 24/7, whether via phone, chat, or text. As the demand for immediate, confidential assistance grows, careerzynith continues to expand its services, invest in cutting‑edge technology, and cultivate a culture where empathy, expertise, and teamwork thrive.
Why This Role Matters
The Senior Online Crisis Chat & Text Supervision Lead is the cornerstone of our 988 Crisis Chat Program. You will guide a team of highly skilled Crisis Chat Counselors, guarantee the highest standards of safety and quality, and directly influence the outcomes of thousands of individuals seeking help each month. This is more than a supervisory position—it is a chance to shape the future of digital crisis care, mentor emerging talent, and champion best‑in‑class practices that save lives.
Role Overview
Reporting to the Assistant Director of Crisis Services, you will oversee the day‑to‑day operations of the 988 Crisis Chat platform, provide real‑time supervision, conduct rigorous quality assurance, and ensure that every chat and text interaction meets careerzynith’s stringent safety and performance benchmarks. The position blends remote flexibility with on‑site collaboration during the initial training and transition period.
Key Responsibilities
Primary Supervision & Intervention Duties
- Team Leadership: Supervise a rotating roster of Crisis Chat Counselors, delivering individualized coaching, performance feedback, and professional development.
- Risk Assessment: Review each chat/text interaction to determine the appropriate level of intervention, including suicide risk evaluation, safety planning, and de‑escalation.
- Emergency Coordination: When a texter requires immediate rescue, you will coordinate with emergency responders, document actions, and follow up according to protocol.
- Resource Referral: Maintain an up‑to‑date knowledge base of local, state, and national resources, ensuring counselors can provide accurate referrals.
- Quality Assurance: Monitor live and recorded chats, enforce a minimum 75 % quality score, and achieve an 85 % answer‑rate within the first five weeks for remote eligibility.
- Productivity Management: Ensure each counselor completes at least 1.5 chats/texts per hour and that the program handles a minimum of 2,171 chats/texts monthly.
- Documentation Oversight: Verify that all interactions are thoroughly documented in compliance with careerzynith’s data‑security standards.
- Weekly Supervision Sessions: Conduct one‑on‑one supervision meetings, review quality metrics, and set actionable goals.
- Training & Onboarding: Lead orientation for new counselors, delivering the 48‑hour intensive training on active listening, suicide prevention, and resource navigation.
- Reporting: Compile weekly quality assurance reports, monthly performance dashboards, and quarterly program reviews for senior leadership.
Secondary & Agency‑Wide Duties
- Provide on‑site coverage for major community events, offering debriefing and emotional support to staff and volunteers.
- Participate in careerzynith‑wide supervision, in‑service training, and staff meetings to foster a collaborative culture.
- Maintain professional relationships with colleagues, contributing positively to team morale and shared goals.
- Complete all administrative responsibilities—including timesheets, leave requests, and compliance documentation—promptly and accurately.
- Utilize conflict‑resolution channels to address any interpersonal challenges, ensuring a respectful workplace.
Qualifications – Education & Experience
- Required: Bachelor’s degree from an accredited institution (minimum 120 credit hours). Transcripts must be provided.
- Preferred: Master’s degree in Counseling, Social Work, Psychology, or a related mental‑health field (minimum 30 graduate credit hours).
- At least one year of direct experience in mental‑health services, preferably within crisis intervention, suicide prevention, or a 988‑type hotline environment.
- Proficiency with Microsoft Office Suite and familiarity with web‑based chat platforms, ticketing systems, and electronic health record (EHR) tools.
Essential Skills & Abilities
- Exceptional oral and written communication, with the ability to convey empathy and clear guidance in high‑stress situations.
- Rapid decision‑making skills, especially when assessing imminent risk and coordinating emergency interventions.
- Strong analytical mindset to interpret quality metrics, identify trends, and implement corrective actions.
- Technical fluency: comfortable navigating multiple software applications, troubleshooting connectivity issues, and documenting accurately.
- Deep knowledge of community resources, both local and statewide, to provide tailored referrals.
- Demonstrated ability to lead a remote team, maintain engagement, and uphold performance standards.
- Flexibility to adapt to shifting schedules, including evening, night, and holiday coverage.
- Physical ability to lift up to 25 lb when required for on‑site tasks.
Work Environment & Schedule
During the first six weeks, you will complete a blended training program: one week of virtual instruction followed by five weeks of on‑site immersion at our Columbia, Maryland hub. After this period, the role transitions to a hybrid model—remote work is permitted for candidates residing in DC, MD, or VA, provided they have a reliable high‑speed internet connection, a dedicated workspace, and a company‑approved computer or laptop.
Shift options include:
- 6 PM – 2 AM, Monday – Friday
- 6 PM – 2 AM, Tuesday – Saturday
- 6 PM – 2 AM, Thursday – Monday
Flexibility is built into the schedule to accommodate program needs, and you will share office space with counselors and other crisis‑response staff when on‑site.
Compensation, Perks & Benefits (General Overview)
- Competitive salary commensurate with experience and market standards.
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off, holidays, and flexible scheduling to support work‑life balance.
- Professional development budget covering licensure renewal, CEUs, certifications, conferences, and specialized training—all fully funded by careerzynith.
- Performance‑based bonuses, including a $250 hiring bonus upon successful completion of onboarding and a $500 retention bonus after the first year.
- Zero‑interest loan options for eligible employees seeking further education or certification.
- Employee assistance program (EAP) offering confidential counseling, financial advice, and wellness resources.
- Opportunities for career advancement into senior leadership, program management, or specialized clinical roles within careerzynith.
Career Growth & Learning Opportunities
careerzynith invests heavily in its people. As a Senior Online Crisis Chat & Text Supervision Lead, you will have access to:
- Mentorship from senior clinicians and program directors.
- Cross‑training in other crisis modalities (phone, video, and community outreach).
- Leadership development workshops focused on team building, conflict resolution, and strategic planning.
- Pathways to advanced clinical roles, such as Clinical Supervisor, Program Manager, or Director of Crisis Services.
Application Process
If you are passionate about saving lives, thrive in fast‑paced environments, and possess the leadership acumen to guide a dedicated team of crisis professionals, we invite you to apply. Please submit your resume, a cover letter detailing your relevant experience, and copies of your academic transcripts through the careerzynith career portal.
Our recruitment team will review applications on a rolling basis. Qualified candidates will be contacted for a virtual interview, followed by an on‑site assessment (if applicable). Successful applicants will receive a comprehensive onboarding schedule, including the mandatory 48‑hour training curriculum.
careerzynith is an Equal Opportunity Employer
careerzynith is committed to fostering an inclusive workplace where diversity is celebrated. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. All employment decisions—including hiring, promotion, compensation, benefits, training, and termination—are made without regard to any protected status.
Join careerzynith and Make a Difference
Every chat, every text, every moment matters. As the Senior Online Crisis Chat & Text Supervision Lead, you will be at the heart of a mission‑driven organization that empowers individuals in their darkest hours. Bring your expertise, compassion, and leadership to careerzynith, and help us continue to set the gold standard for crisis intervention nationwide.
Apply Now – Become a Lifeline of Hope with careerzynith!
``` Apply for this job