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Crisis Call Center Supervisor Jobs (NOW HIRING)

Intelicare Direct

Call Center Supervisor

San Diego, CA · On-site

The Call Center Supervisor manages a team of Membership Care/Customer Service Agents and Team Lead(s) to ensure policies and procedures are followed, and performance standards are met. Additionally ...

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Crisis Call Center Supervisor information

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How much do crisis call center supervisor jobs pay per year?

As of Aug 7, 2026, the average yearly pay for crisis call center supervisor in the United States is $63,834.00, according to ZipRecruiter salary data. Most workers in this role earn between $48,000.00 and $75,000.00 per year, depending on experience, location, and employer.

What skills and qualifications are needed to be a crisis call center supervisor?

To thrive as a Crisis Call Center Supervisor, you need experience in crisis intervention, strong leadership abilities, and a relevant degree in social work, psychology, or a related field. Familiarity with call center software, case management systems, and certifications such as ASIST or Mental Health First Aid are often required. Exceptional communication, emotional resilience, and conflict resolution skills help supervisors support staff and manage high-stress situations effectively. These competencies are crucial for ensuring team performance, maintaining service quality, and delivering appropriate support to individuals in crisis.

What is the difference between Crisis Call Center Supervisor vs Crisis Counselor?

AspectCrisis Call Center SupervisorCrisis Counselor
CredentialsHigh school diploma or equivalent; leadership experienceRelevant counseling certification or degree (e.g., psychology, social work)
Work EnvironmentCall centers, emergency response settingsTherapeutic or clinical settings, community agencies
Employer & IndustryNonprofit, government, mental health organizationsHospitals, mental health clinics, community services
Primary FocusSupervising call center operations and staffProviding direct emotional support and crisis intervention

The Crisis Call Center Supervisor oversees call center staff and operations, ensuring effective crisis response, while the Crisis Counselor provides direct emotional support to individuals in crisis. Both roles require strong communication skills, but the supervisor focuses on management, whereas the counselor emphasizes direct client intervention.

What are common challenges faced by crisis call center supervisors and how can they be managed?

Crisis Call Center Supervisors often face challenges such as managing high-stress situations, supporting staff who handle emotionally intense calls, and ensuring consistent quality of service during peak times. Effective supervisors address these challenges by providing regular training, facilitating debriefing sessions, and fostering a supportive team culture. They also implement structured protocols and encourage open communication to help staff cope with the emotional demands of the role, ensuring both employee well-being and high-quality crisis intervention for callers.

What is a crisis call center supervisor?

Crisis Call Center Supervisors oversee the daily operations of crisis hotlines or helplines, ensuring that staff provide effective and compassionate support to people in distress. They manage and train call center staff, handle escalated or complex calls, and maintain protocols for responding to various types of crises, such as mental health emergencies, domestic violence, or suicide prevention. Their role is vital in ensuring quality control, staff well-being, and the overall effectiveness of crisis intervention services.
More about Crisis Call Center Supervisor jobs
What cities are hiring for Crisis Call Center Supervisor jobs? Cities with the most Crisis Call Center Supervisor job openings:
What states have the most Crisis Call Center Supervisor jobs? States with the most job openings for Crisis Call Center Supervisor jobs include:
What job categories do people searching Crisis Call Center Supervisor jobs look for? The top searched job categories for Crisis Call Center Supervisor jobs are:
Crisis Call Center Supervisor jobs near you
Infographic showing various Crisis Call Center Supervisor job openings in the United States as of August 2026, with employment types broken down into 2% As Needed, 78% Full Time, 18% Part Time, and 2% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $63,834 per year, or $30.7 per hour.

Crisis Call Center Counselor - PT / Per Diem

Mental Health Association

Middletown, NY • On-site

$24 - $29/hr

Part-time, Per diem

PTO

Re-posted 20 days ago

Job description

Description:

Title: Crisis Call Center Counselor – PT / Per Diem

Reports to: Crisis Call Center Supervisor/CCC Program Manager

Job Objectives: Under the direction of the Crisis Call Center Supervisor, Crisis

Call Center Counselor will answer all crisis center calls and texts during their assigned shifts.

This is an ideal position for individuals who are interested in helping others and making a contribution to their community. A Counselor provides crisis intervention, practical assistance, suicide prevention, information and referral, brief supportive counseling, and follow up services to individuals who contact the Orange County Crisis Call Center. Counselor will interact with callers by telephone and text messaging. The position provides an opportunity to gain a wide range of clinical skills, and knowledge of the expanding field of behavioral health.

Perform duties while actively promoting an environment consistent with MHA’s Cultural Equity Policy and WELCOME Orange.


All regular counselors will receive $24.00 an hour.

All Clinical counselors will receive $29.00 an hour upon completion of Call

Center training.


Responsibilities:

  • Answer crisis calls while maintaining clinical service levels.
  • Provide evidence-informed information and referral, brief supportive counseling, crisis intervention and suicide prevention support to callers and/or text visitors who are in emotional distress.
  • Utilize resource referral database to provide information and referral assistance to callers seeking, but not limited to: mental health services, substance use services, sexual assault, veteran services, domestic violence, physical disabilities, physical health, and/or developmental disabilities.
  • Advocate for relevant resources, as well as locating and updating the Crisis Call Center resource guide.
  • Provide follow-up to high-risk callers reporting suicidal and/or homicidal thoughts, substance use and behaviors.
  • Respond to Text4Teen texter(s) during shift.
  • Complete a shift report for the shift.
  • Gather data and complete various data trackers during shift.
  • Adhere to policies and procedures for the program.
  • Accurately and efficiently document crisis center calls.
  • Ensures HIPAA laws and MHA confidentiality policies are followed.

Other Duties:

  • Duties outlined above are intended to describe the essential job functions, the general supplemental functions, and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities, and requirements of a person so classified. Other functions may be assigned, and management retains the right to add or change the duties at any time. More importantly, duties are subject to change based upon the final design/model of the Orange County Crisis Call Center.
Requirements:

Qualifications:

  • Bachelor’s Degree in any of the following: social work, mental health, counseling, sociology, or psychology OR A credentialed Alcoholism and Substance Abuse Counselor (CASAC)
  • Bilingual- Spanish/English preferred.
  • Courteous, empathic, and professional manner.
  • Ability to work efficiently in a team setting, with collaborative partners in a high-paced environment.
  • Working knowledge of Motivational Interviewing and Strength-Based approaches.
  • Knowledge of human service resources, that include, but are not limited to: mental health, substance use, physical disabilities, physical health and developmental disability resources in Orange County, New York.
  • Experience with the practice of completing assessments, crisis management and interventions.
  • Effective written and oral communication skills.
  • Ability to maintain professional demeanor when handling crisis and ventilation contacts.
  • Ability to exercise sound judgment under crisis situations and to abide by regulations regarding confidentiality.
  • Efficiency with information-gathering, problem solving, and conflict-resolution.
  • Ability to adapt and be flexible to changes in protocol and program needs.
  • Proficiency in Excel and Microsoft Word required.
  • Experience with Electronic Health Record Program(s) required (preferably Foothold Technology).
  • Valid Driver’s License and ability to drive with current driving record acceptable for agency insurance coverage.
  • Valid copies of personal auto-insurance, car inspection and registration required.



Terms of employment/benefits:

  • Non-Exempt.
  • Part- time consist of 1 weekend shift minimum 5 hours each weekend.
  • Per-diem must provide a minimum of 4 weekend shifts per month.
  • The schedule may require irregular work hours due to the nature of operating 24 hours/7 days a week Crisis Call Center and it is expected that you will work the holiday if it falls on your assigned shift.

Locations: Emergency Service Center in Goshen (22 Wells Farm Road, Goshen, NY) and Mental Health Association in Orange County, Inc. in Middletown (73 James P. Kelly Way, Middletown, NY).

  • Paid holidays, vacation, personal and sick leave according to MHA policy, may vary according to position.
  • 6 weeks of mandatory introductory Crisis Call Center training required.

Mental Health Association in Orange County, Inc. (MHA), is a private, not-for-profit organization seeking to promote the mental health and emotional well-being of Orange County residents. Under the leadership of a voluntary Board of Directors, MHA’s staff members, consultants and volunteers provide free mental health and safety net services to Orange County residents each year.

Why is working for MHA in Orange County so rewarding?

Working with our program participants provides opportunities to give others life changing support. MHA’s staff are trained to offer compassion, inspire hope and teach the skills needed to overcome challenges. There are numerous opportunities extended for staff development and career growth. Diverse employment opportunities include full-time, part-time, per diem and temporary positions. Licensed clinicians and bilingual staff are particularly sought. As an agency that provides 24/7 services, numerous shifts are also available at competitive compensation rates.

Come join our team and make a difference!

If you are seeking a stable and meaningful career, Mental Health Association in Orange County, Inc. is your agency!

Apply