Remote Call Center Jobs in Springfield, PA (NOW HIRING)

 Remote | Baltimore, MD| Philadelphia, PA| New York, NY
$27.00–$29.00 per hour
Full-Time | Evenings, Overnights, Weekends & Holidays Required
Travel: None

CarePoint Response, Inc. (CPR) is a nationally recognized nonprofit and Baltimore’s comprehensive crisis response system. Since 1992, CPR has provided timely, community-based care for individuals and families experiencing mental health and substance use challenges.

Our mission is to deliver effective behavioral health crisis services and treatment in the least restrictive environment—meeting people where they are, when they need it most.

CarePoint Response is seeking a compassionate and experienced 988 Suicide & Crisis Lifeline LGBTQ+ Youth Voice Supervisor to support daily call center operations and provide real-time leadership to crisis counselors.

In this role, you will help ensure counselors deliver high-quality, affirming, trauma-informed support to LGBTQ+ youth experiencing emotional distress or crisis. You will monitor call flow and performance metrics, coach and supervise staff, support high-risk interventions, and help maintain compliance with 988 and Lifeline standards.

This position is ideal for someone who combines crisis-response experience with strong supervisory skills and a commitment to creating safe, responsive, and affirming support for LGBTQ+ youth.

• Support incoming calls from LGBTQ+ youth experiencing crisis or emotional distress.
• Provide and connect callers with LGBTQ+ affirming behavioral health, social, and community resources.
• Assist with calls when staffing levels or workload require additional support.
• Intervene appropriately when callers present imminent danger to themselves or others, including assessing risk and taking necessary action.

• Coach and mentor staff to strengthen crisis intervention and customer service skills.
• Train, monitor, and supervise new employees.
• Provide ongoing feedback and performance support.
• Participate in regular supervision and debriefing sessions.
• Support staff compliance with required annual training.

• Monitor call queues to reduce missed, overflowed, and held calls.
• Assist with staff scheduling and maintain adequate shift coverage.
• Complete shift-to-shift communication to ensure effective continuity between teams.
• Escalate immediate operational or clinical issues to the Call Center Manager or Director.
• Ensure shifts are prepared with needed operational supplies and resources.

• Monitor key performance indicators, including inbound calls, wait times, abandonment rates, and other contract measures.
• Review documentation and call recordings for quality and compliance.
• Ensure staff adhere to 988 Crisis Standards, Lifeline Standards, Crisis Now Standards, and applicable accreditation best practices.
• Promote consistent, high-quality, consumer-centered service delivery.

• High School Diploma or GED required.
• Bachelor’s degree in Counseling, Psychology, or a related field preferred.

• At least one year of administrative/office and behavioral health experience required.
• At least one year of supervisory experience required.
• Experience working with individuals with complex behavioral health needs preferred.
• Community health or lived experience preferred.

• Strong crisis-intervention and de-escalation skills.
• Ability to supervise and coach staff in real time.
• Strong written and verbal communication skills.
• Proficiency with digital communication platforms and electronic documentation.
• Ability to manage multiple priorities in a fast-paced crisis environment.
• Strong judgment and problem-solving ability.
• Commitment to ethical, person-centered, affirming, and trauma-informed care.
• Bilingual skills preferred.

Remote Position: This role requires reliable internet connectivity and a private, quiet workspace.

On-Site Training: Some on-site training may be required.

Equipment Provided: Laptop and headset are provided.

Confidentiality: All employees must adhere to HIPAA and organizational confidentiality requirements.

Comprehensive Benefits: Our benefits package includes 100% employer-paid healthcare premiums for most available medical plans, providing substantial savings and comprehensive coverage for employees.

Dental & Vision Insurance

403(b) Retirement Plan

Vacation, Sick, Personal & Holiday Leave

Life Insurance & Long-Term Disability

Professional Development & Leadership Opportunities

Remote Work Environment

Mission-Driven Work Supporting LGBTQ+ Youth During Critical Moments

When an LGBTQ+ young person reaches out during a crisis, the quality of the response can make a lasting difference. As a 988 LGBTQ+ Youth Voice Supervisor, you will help ensure counselors have the guidance, confidence, and support needed to respond with skill, compassion, and affirmation.

CarePoint Response, Inc. is an Equal Opportunity Employer.