Part Time Crisis Line Shift Supervisor

Application Deadline: 21 July 2025

Department: Crisis Services

Employment Type: Part Time

Location: Oakland, CA

Compensation: $28.00 / hour

Description

Position Summary Crisis Line Shift Supervisors provide supervision and technical support to a team of dedicated and passionate volunteers and interns. The Shift Supervisor position answers calls on a 24 hour crisis line and ensures that the crisis intervention, information, and referral services meet the needs of the community, adheres to the highest possible ethical standards, and comply with the rules and procedures outlined in the program operations manual. This role is an opportunity to make a meaningful difference in the lives of others and work collaboratively with a team in an innovative and compassionate environment. 

The primary duties of the position include providing crisis intervention counseling and shift supervision on the agency’s 24-hour telephone crisis lines. You must be open to emergency fill-in shifts, attending/leading team huddles at the start of every shift, and attending mandatory weekly group supervision meetings. 
Schedule: Part-time (20-29 hrs/wk) position

• Monday 12:00 AM - 4:00 AM
• Tuesday 8:00 AM - 12:00 PM
• Wednesday 12:00 AM - 4:00 AM
• Thursday 12:00 AM - 4:00 AM
• Saturday 12:00 AM - 4:00 AM

Remote Work Eligibility: Eligible for hybrid work after initial training. Office located in North Oakland. Must be a California resident.

Pay: $28.00 per hour base pay with shift differentials (up to $5 per hour) for evening, weekend, and overnight shifts

Benefits: Part time employees are eligible for retirement plans and partial coverage of medical and dental insurance.

Job Functions

Shift Management and Build Connection on Shift 

• Monitor calls and provide feedback and consultation to volunteers
• Manage call volume and set limits that support callers 
• Provide consultation and coordinate referrals to CPS, APS, and emergency services 
• Supervise and provide consultation on After-Hours calls 
• Communicate all relevant information to the next shift supervisor and coordinator 
• Provide technical support 
• Help foster an environment of dignity and respect 
• Other duties as assigned

Volunteer and Intern Management 

• Provide supervision to volunteers and interns. 
• Supervise, coach, and mentor volunteers and interns assigned to you
• Track volunteer and intern progress and performance
• Review volunteer and intern call notes for professionalism and accuracy
• Provide shadow shift training for incoming volunteers and interns as assigned

Administrative Responsibilities 

•  Accurate documentation of work 

Answer the 24 hours crisis lines, and After-Hours lines 

• Provide follow-up support to high risk callers. 
• Respond to and triage calls on the 24 hour crisis hotline 
• Document a note for every contact in the Apricot database 
• Update new and existing referral sources as needed 

Personal and Professional Development 

• Participate in volunteer and staff training, supervision, and development activities as required
• Attend staff, consultation and knowledge share meetings 

Supervision/Direction Received Shift Supervisors report to one of the Crisis Line Coordinators and will utilize consultation as needed. They attend/lead team huddles at the start of every shift. This position receives one hour of supervision a week during the introductory period of employment, after which they will receive a minimum of 30 minutes of individual supervision per month. This position will utilize consultation as needed. In addition, the Shift Supervisor will attend 1.5 hours of weekly group supervision. Shift Supervisors are strongly encouraged to attend all Staff Meetings on 2nd and 4th Wednesdays 9:30-10:45 am when their schedule allows. 
Level of Authority 

• Assign calls to volunteers to manage workflow on crisis line shifts
• Approve and schedule volunteer and intern breaks during shift 
• Block callers for up to 3 days who are using abusive, aggressive, or disruptive behavior 
• Decide when to break confidentiality for mandated reporting and imminent risk calls - The agencies you can break confidentiality with include: CPS, APS, Ombudsman, law enforcement agencies 
• Recommend breaking confidentiality for imminent risk (consultation is mandatory) - if bre