Experienced Online Crisis Chat & Text Program Supervisor – 988 Suicide & Crisis Lifeline Services
About arenaflex and the Opportunity
arenaflex is a mission-driven behavioral health and crisis services organization committed to providing immediate, life-saving emotional support to individuals across the nation. As a trusted partner in the 988 Suicide & Crisis Lifeline network, arenaflex operates one of the most responsive and clinically robust crisis chat and text programs in the country. Every day, our team answers thousands of conversations from people in their darkest moments — offering empathy, active listening, suicide prevention intervention, and pathways to ongoing care. We are now seeking an experienced, compassionate, and clinically grounded leader to serve as our next Online Crisis Chat Text Supervisor.
This is more than a supervisory role. It is an opportunity to shape the quality, culture, and clinical excellence of a high-impact digital crisis response program. The 988 Crisis Chat Program at arenaflex delivers 24/7 emotional support, crisis intervention, de-escalation, and resource connection to individuals reaching out through online chat and SMS text services. The Supervisor plays a pivotal role in ensuring every contact is answered with skill, warmth, and clinical precision, while also mentoring a team of dedicated Crisis Chat Counselors.
If you are a master's-level clinician or experienced crisis services professional who thrives in a fast-paced, tech-enabled, mission-centered environment, we invite you to bring your leadership to arenaflex.
Position Summary
The Online Crisis Chat Text Supervisor is responsible for the overall functioning of arenaflex's 988 Crisis Chat Program. This includes direct supervision of all Crisis Chat Counselors, real-time oversight of active chat and text conversations, clinical quality assurance, performance management, and program reporting. The Supervisor serves as the lead clinical decision-maker during their shift, stepping into chats when intervention requires elevated expertise and coordinating with emergency responders during active rescue situations.
Reporting to the Assistant Director of Crisis Services, the Supervisor ensures that every chat is handled with empathy, clinical accuracy, and adherence to Lifeline, Vibrant, and arenaflex standards.
What You Will Do – Key Responsibilities
Clinical Oversight and Real-Time Crisis Intervention
- Provide continuous supervision to Crisis Chat Counselors, ensuring appropriate, safe, and clinically sound intervention for every chat and text visitor.
- Conduct rapid assessments of each chat/text visitor to determine the correct level of intervention, including risk assessment, safety planning, de-escalation, and follow-up.
- Build positive rapport with a wide range of visitors — including those experiencing suicidal ideation, active crisis, grief, relationship distress, and emotional dysregulation.
- Intervene directly in conversations involving suicidal visitors, including risk assessment, action coordination, and liaison with emergency responders when active rescue is required.
- Maintain thorough, accurate, and timely documentation for every crisis contact.
Quality Assurance and Program Performance
- Monitor chats and texts daily to ensure quality benchmarks are met, with a minimum counselor QA score of 75%.
- Ensure each counselor maintains a productivity rate of 1.5 chats/texts per hour and that the program responds to a minimum of 2,171 chats/texts per month.
- Achieve and maintain an 85% answer rate within the first 5 weeks to preserve remote work eligibility.
- Complete weekly quality assurance reports and conduct weekly individual supervision sessions with each counselor.
- Complete performance evaluations and yearly reviews for assigned staff.
Training, Mentorship, and Team Leadership
- Deliver and reinforce training to new Crisis Chat Counselors throughout onboarding.
- Provide spontaneous, real-time clinical supervision to counselors handling high-acuity conversations.
- Foster a supportive, collaborative, and psychologically safe team environment grounded in shared accountability and continuous learning.
- Lead with confidence, maturity, and empathy, while modeling adaptability during fluctuating call volumes and high-pressure moments.
Program Operations and Reporting
- Complete monthly Lifeline and Vibrant QA/QI reports.
- Meet regularly with the Assistant Director of Crisis Services to discuss program operations, concerns, and continuous improvement opportunities.
- Adhere to call center policies, procedures, and shift schedules, with flexibility to meet program needs.
- Respond to major community events and provide staff debriefing and support as needed.
Agency-Wide Contributions
- Participate in supervision, in-service trainings, and staff meetings.
- Maintain positive working relationships with colleagues and contribute to group morale.
- Complete all administrative duties — time sheets, leave requests, conflict resolution — accurately and on time.
- Interact with staff, clients, and visitors in a professional and courteous manner at all times.
Available Shift Schedules
- 6:00 PM – 2:00 AM
- 2:00 AM – 10:00 AM
- 10:00 AM – 6:00 PM
Holiday and evening coverage is required based on assigned shift.
Training and Onboarding
All new Supervisors will receive approximately 48 hours of paid training covering active listening skills, suicide prevention best practices, de-escalation techniques, and utilization of agency resources to match texters with appropriate information and referrals.
The first 6 weeks of training are mandatory:
- Week 1: Virtual training
- Weeks 2–6: On-site training at arenaflex's Columbia, Maryland location
For the first four to six months, the position will operate in a hybrid model (remote and on-site) until additional on-site space becomes available.
Minimum Qualifications
- Bachelor's degree required from an accredited institution with a minimum of 120 college credits.
- Master's degree in a counseling field or Social Work strongly preferred from an accredited institution with a minimum of 30 graduate credits.
- Transcript or official copy of degree(s) required at time of hire.
- At least 1 year of experience in mental health services, preferably in crisis intervention, suicide prevention, and intervention.
- Proficiency with Microsoft Office products and general computer-based systems.
Essential Skills and Competencies
- Excellent oral and written communication skills.
- Ability to function successfully in a high-urgency, fast-paced environment.
- Strong capacity for spontaneous, real-time supervision and clinical decision-making.
- Knowledge of local, statewide, and national community resources.
- Sharp analytical and problem-solving skills.
- Comfort with chat-based platforms, technology, telephony, and digital communication tools.
Remote Work Requirements
For remote eligibility, candidates must reside in DC, MD, or VA and must have:
- A personal computer or laptop
- High-speed internet
- A quiet, private workspace free from interruption
Work Environment and Physical Requirements
- Shared office space with Crisis Chat and Crisis Counselors during on-site days.
- Flexibility to work evenings, overnights, weekends, and holidays as scheduled.
- Ability to lift up to 25 lbs as needed.
- Ability to report on-site on an as-needed basis for coverage, training, or major events.
Why Join arenaflex? – Rewards, Benefits, and Growth
arenaflex is committed to supporting the well-being, professional development, and financial wellness of every team member. Full-time employees enjoy:
- 100% employer-paid coverage for licensure and renewals (clinical, nursing, medical, etc.).
- Fully covered CEUs, professional trainings, and conferences.
- Coverage for field certifications and instant wage increases upon certification achievement.
- $250 Hiring Bonus upon full completion of onboarding and HR trainings.
- $500 Retention Bonus for qualifying employees.
- 0% interest small loan option for up to 1 year.
- Comprehensive professional growth pathway within a rapidly expanding national crisis services organization.
All rewards are subject to arenaflex's 3-month probationary period, performance metrics, and signed authorization agreements.
Equal Employment Opportunity
arenaflex is an Equal Opportunity Employer. We do not discriminate on the basis of race (including traits associated with race, such as hair texture, afro hairstyles, and protective hairstyles), creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability, sex, marital status, veteran status, sexual orientation, gender identity, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws. Our leadership team is fully dedicated to this policy across recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and all aspects of employment.
Your Next Chapter Starts Here
If you are a clinically skilled, emotionally grounded, and operationally disciplined leader ready to make a measurable impact in the lives of people in crisis, we want to meet you. At arenaflex, you will join a team of professionals united by a single purpose — to be there when it matters most. Bring your expertise, your empathy, and your leadership. Help us answer the call — one conversation at a time.