Crisis Line Supervisor

Crisis Line Supervisor

Position offered by The Harris Center for Mental Health and IDD ("The HARRIS CENTER").

The Crisis Line Supervisor provides direct supervision for crisis line counselors in hiring, evaluations, disciplinary actions, terminations, quality review, data review, communications, and training. The supervisor also serves as the primary Supervisor on Duty (SOD) to oversee shifts, monitor call volume, provide consultation, and back up phones when not serving as SOD.

• Supervises crisis line counselors, conducts QA reviews, and provides direct feedback and coaching.
• Conducts annual evaluations and develops goals for each direct report.
• Communicates important updates to the team.
• Serves as primary SOD for consultation and debriefs during shift, monitoring daily call volume and counselor availability.
• Provides support and guidance when a counselor requires assistance.
• Collects, organizes, and analyzes data reports from multiple sources to monitor trends and outcomes.
• Maintains professional behavior and provides excellent customer service to internal and external stakeholders.
• Represents the unit and agency by giving presentations or consultations at community engagement events.
• Performs related work as assigned and adapts to changing requirements.
• Maintains flexibility to assist with supervisory coverage in a 24/7/365 environment and in disaster situations.

• Bachelor’s degree.

• 3 years related experience required.
• Data entry and Excel reporting experience required.

• Ability to identify and offer solutions to resolve problems.
• Effective time management and organizational skills.
• Ability to utilize basic Microsoft Office programs.
• Ability to interpret and strategically utilize data.
• Typing speed of 40 words per minute.
• Strong knowledge of Harris Center programs.
• Strong knowledge of appropriate mental health and IDD community referrals.
• Strong understanding of applying clinical skills in a telephonic setting.
• Critical thinking, detail oriented, and problem‑solving skills.
• Ability to navigate multiple computer systems/screens.
• Comfortable with numbers and metrics.

The Harris Center is the state‑designated Local Mental Health Authority and Local Intellectual and Developmental Disability (IDD) Authority serving Harris County, Texas. As the largest behavioral and developmental disability care center in Texas, The Harris Center provides care to over 90,000 people and has an annual budget of over $300 million. The Harris Center serves a diverse population across 80 sites and more than 40 languages, including sign language, and employs over 2,500 staff dedicated to meeting the behavioral health and IDD needs of Harris County residents.

The Harris Center offers a competitive salary and a range of benefits, including a robust retirement plan with company matching, prior service credit for accelerated paid time off, cell phone discounts, entertainment deals via Tickets at Work, a free Headspace subscription, an Employee Assistance Program, and student loan forgiveness opportunities.

Contributes to suicide care and prevention by embracing our values and applying a trauma‑informed approach rooted in safety, trust, choice, collaboration, and empowerment.