Crisis and Access Line Supervisor

Department: Crisis Programs

Location: South Valley Center 2

Reports to: Clinical Program Manager

Status: Full-time

Salary Range: $91,900-$119,470

FLSA: Exempt

Organization Information

WellSpace's mission is "achieving regional health through high quality comprehensive care." We believe that everyone deserves to be seen, no matter who you are, where you come from, where you work or what place you call home. At WellSpace, we see you!

We are driven to serve the whole person through comprehensive, integrated care, spanning medical, dental, behavioral health, and supportive services across the region. We do this by building a team of exceptional colleagues who are dedicated to our mission and becoming part of the communities we serve.

As the region's largest Community Health System, WellSpace utilizes a Confluence Model to integrate an internal network of healthcare modalities, including Federally Qualified Health Centers (FQHC), Certified Community Behavioral Health Center (CCBHC), Drug Medi-Cal and Specialty Mental Health programs, California's second largest 988 Suicide and Crisis Lifeline Center, an independent Risk Bearing Organization (WellSpace Nexus), and more into a seamless confluence of care.

To ensure the highest quality of care, WellSpace is accredited by the Joint Commission for Ambulatory Care, Behavioral Health and as a CCBHC. Further, it is certified by the Joint Commission as a Primary Care Medical Home and a Behavioral Health Home. WellSpace's crisis programs are accredited by the American Association of Suicidology and the International Council for Helplines.

Position Summary

The Crisis and Access Line Supervisor manages daily operations of the crisis and access lines under the supervision of the Chief Deputy, Director, Associate Director, and Program Manager. This role oversees shift coverage, supervises staff, and supports high-quality service delivery through live monitoring and real-time feedback. The Supervisor also manages onboarding and training, maintains accurate documentation and performance metrics, and ensures adherence to clinical policies and county standards. Additionally, the position supports program development, quality assurance, and continuous improvement initiatives.

Required Qualifications

• Bachelor’s degree in Behavioral Science or related field; or 4 years of direct experience in suicide prevention and crisis services; Master’s degree in a mental health-related field preferred.
• Proven knowledge of suicide prevention practices and local behavioral health resources.
• Experience supervising staff or volunteers in a clinical/crisis setting strongly preferred.
• Coordinate and facilitate meetings and trainings.
• Strong interpersonal and supervisory skills, with the ability to manage conflict, coach performance, and build positive team culture.
• Ability to manage multiple priorities in a fast-paced, high-stress environment.
• Excellent written and verbal communication skills, including public speaking.
• Proficiency in Microsoft Office and electronic communication tools (Outlook, Excel, PowerPoint, Calendar).
• Commitment to HIPAA and ability to abide by standards of professional ethics and maintain confidentiality.
• Adherence to infection control procedures, including but not limited to, standard precautions of temperature monitoring, hand washing, symptom self-monitoring, masking and social distancing.
• Assist and support the Center/Department/Program to meet standards of High Reliability.

Essential Responsibilities

• Manage daily crisis line operations and ensure adequate coverage across all shifts.
• Oversee performance of staff and volunteers; provide coaching, supervision, and evaluations.
• Ensure compliance with clinical policies, administrative procedures, and national standards.
• Assist with staff onboarding and facilitate initial and ongoing training programs.
• Oversee and continuously improve the training process for new hires and volunteers.
• Support live monitoring of calls/chats/texts and provide real-time supervision and feedback.
• Develop, update, and maintain training materials, manuals, and reports.
• Track and report program performance and quality metrics to leadership.
• Coordinate recruitme