Experienced Chat and Text Supervisor – Crisis Intervention Services & Overnight Team Leadership

About arenaflex

arenaflex Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is proud to host the nation's first Suicide Prevention Center. As a nonprofit organization, we are dedicated to providing compassionate care to approximately 270,000 individuals annually across our comprehensive programs. With deep roots in community-based mental health and an unwavering commitment to culturally responsive services that are just and equitable, arenaflex stands at the forefront of mental health innovation. Our team of more than 1,000 dedicated employees and volunteers makes the life-changing work of arenaflex possible every single day.

Join our mission to create a future where everyone has equitable access to care and is empowered to achieve optimal mental health and well-being. At arenaflex, we believe that compassionate, culturally sensitive crisis intervention can transform lives, and we are seeking a passionate leader to help us continue this vital work.

Position Overview

We are currently seeking an experienced and dedicated Chat and Text Supervisor to oversee our Crisis Chat and Text Services within our renowned Suicide Prevention Center. This is a fully remote position that offers the opportunity to make a meaningful difference in the lives of those in crisis while leading a team of compassionate crisis counselors.

The ideal candidate will possess strong supervisory skills, a deep commitment to suicide prevention, and the ability to thrive in a fast-paced, emotionally demanding environment. As a Chat and Text Supervisor, you will play a critical role in ensuring the highest quality of care for individuals reaching out through our digital crisis platforms while supporting and developing your team of crisis chat and text counselors.

This position offers competitive compensation at $28.00 per hour, with a $5.00 overnight differential for hours worked during overnight shifts. The role requires a four-week, 40-hour per week training program at the start of employment to ensure you are fully prepared to lead our crisis intervention team effectively.

Work Schedule

This position operates on a part-time schedule totaling 30 hours per week. The expected schedule is Sunday through Tuesday from 5:00 PM to 1:30 AM and Wednesday from 9:00 PM to 1:00 AM PST. We understand the importance of work-life balance and provide reasonable notice for any schedule changes to facilitate personal planning. Our work schedules may be adjusted as necessary to meet organizational and client needs, with ample notice provided to all team members.

Key Responsibilities

As a Chat and Text Supervisor at arenaflex, you will be responsible for the comprehensive oversight and support of our crisis chat and text counselors. Your duties will include but are not limited to:

• Live Monitoring and Quality Assurance: Monitor chat and text queues in real-time, observing counselor adherence to established policies, practices, and protocols to ensure smooth and effective service delivery across all crisis interactions.


• Performance Documentation: Conduct thorough observations of counselor performance and document findings in end-of-shift communications. Provide detailed feedback to Program Coordinators regarding on-shift performance, identifying areas of excellence and opportunities for improvement.


• Resource Navigation: Locate and provide appropriate resources to crisis chat and text counselors while they are actively engaged with visitors, ensuring callers receive comprehensive support and referrals.


• Crisis Intervention Support: Collaborate with the On-Call Supervisor to make critical determinations regarding mandated reports and coordinate emergency responses, including rescue operations for chat or text visitors in imminent danger.


• Technical and Operational Communication: Report platform issues and technical difficulties to program leadership. Act as the primary communication link between frontline staff and leadership, ensuring operational incidents, employee concerns, and clinical compliance requirements are properly documented and escalated in a timely manner.


• Post-Intervention Support: Initiate and facilitate debriefing sessions with crisis chat and text counselors following challenging interactions to promote emotional well-being, professional growth, and continuous improvement.


• Training and Development: Identify individual training needs for crisis chat and text counselors and provide targeted, one-on-one support to enhance their skills and effectiveness in crisis intervention.


• Performance Metrics Monitoring: Work alongside Program Coordinators to monitor chat and text answer rates, ensuring they remain at or above the 95% threshold for optimal service accessibility.


• Meeting Participation: Attend routinely scheduled meetings as requested or required for the Suicide Prevention Center and arenaflex, contributing your expertise to program development and team alignment.


• Work Environment Leadership: Foster a positive, supportive, and collaborative work environment that encourages professional excellence and emotional resilience among team members.


• Direct Service Provision: Take chats and texts as needed to support program needs and ensure continuous coverage during high-volume periods.


• Outreach and Training: May participate in outreach and media-related activities to raise awareness about crisis services. May also participate in Suicide Prevention Center training activities to share expertise with new team members.

Essential Qualifications

To succeed in this role, candidates must meet the following requirements:

• Possession of a high school diploma or equivalent education.


• Be at least 18 years of age or older.


• Have reliable high-speed internet with an active Ethernet connection (wireless connections are not sufficient for this role).


• Maintain a quiet, confidential, and professional workspace suitable for handling sensitive crisis situations.


• Demonstrate availability and flexibility to work daytime, evening, overnight, and weekend shifts as needed.


• Show current knowledge of all job-specific skills, including volunteer supervision, crisis intervention, suicide prevention, crisis line procedures, and multicultural and socio-economic issues affecting diverse populations.


• Possess basic supervisory skills sufficient to manage volunteer crisis chat and text counselors, with the ability to enforce policies and procedures while maintaining a supportive and encouraging environment.


• Demonstrate proficiency in using personal computers, including Microsoft Office Suite and crisis line software platforms.


• Strong ability to support the values and mission of arenaflex as related to employment and service delivery.


• Comprehensive knowledge of and compliance with Agency policies and procedures, HIPAA regulations, DMH policies and documentation guidelines, and other state and federal regulations relating to emergency mental health services.


• Excellent verbal and written communication skills, with the ability to present ideas, information, and viewpoints clearly and professionally.


• Strong interpersonal skills with the ability to interact effectively with others and navigate conflicts constructively.


• Demonstrated commitment to team objectives and arenaflex philosophies.


• Ability to adapt and remain flexible to changes in protocol and program needs in a rapidly evolving environment.

Preferred Qualifications

While not required, the following qualifications would be highly valued in a candidate:

• Prior experience in crisis counseling, suicide prevention, or related mental health services.


• Background in supervising volunteers or peer counselors in a mental health or social services setting.


• Knowledge of trauma-informed care practices and motivational interviewing techniques.


• Familiarity with electronic health record systems and crisis management software.


• Bilingual or multilingual capabilities to serve diverse communities.


• Understanding of cultural competency and social justice frameworks in mental health service delivery.

Skills and Competencies

The ideal candidate will possess a unique blend of technical skills, interpersonal abilities, and personal characteristics essential for success in this role:

• Crisis Intervention Expertise: Comprehensive understanding of suicide risk assessment, crisis de-escalation techniques, and immediate intervention strategies.


• Leadership Capabilities: Ability to motivate, mentor, and support a team of crisis counselors while maintaining appropriate boundaries and professional standards.


• Emotional Resilience: Strong capacity to handle emotionally charged situations, vicarious trauma, and high-stress environments without compromising personal well-being or professional effectiveness.


• Analytical Thinking: Strong problem-solving skills to address operational challenges, resource allocation issues, and performance concerns proactively.


• Communication Excellence: Exceptional written and verbal communication skills for documentation, team meetings, and interactions with diverse stakeholders.


• Technological Proficiency: Comfortable learning and adapting to new software platforms, digital communication tools, and remote work technologies.


• Cultural Humility: Deep appreciation for diversity and commitment to providing culturally responsive services to all individuals regardless of background.

Career Growth and Development Opportunities

At arenaflex, we are deeply invested in the professional development and career advancement of our team members. As a Chat and Text Supervisor, you will have access to a range of growth opportunities:

• Comprehensive four-week training program providing foundational knowledge and skills for crisis supervision.


• Ongoing professional development workshops and continuing education opportunities in crisis intervention, suicide prevention, and leadership.


• Potential pathways to advanced supervisory roles, program coordination, or management positions within the organization.


• Exposure to diverse aspects of mental health services, including crisis response, community outreach, and training program development.


• Membership in a supportive professional community committed to advancing mental health care and suicide prevention.


• Loan repayment programs available for qualifying employees – ask us about eligibility!

Work Environment and Culture

As a fully remote position, this role offers the flexibility to work from the comfort of your home while remaining connected to a supportive team environment. arenaflex fosters a culture of compassion, collaboration, and excellence. We believe that the well-being of our staff is directly connected to the quality of care we provide to our communities.

Our core values guide everything we do:

• Excellence: We constantly innovate, learn from the communities we serve, and apply the latest research to advance best practices while upholding the highest ethical standards.


• Diversity & Inclusion: We value diversity of background, experience, and ideas, celebrating differences and prioritizing a sense of belonging for all.


• Equity: We are dedicated to promoting health equity, dismantling disparities, and working toward justice within both systems of care and society.


• Well Being: We are devoted to the well-being of our staff, volunteers, and communities, recognizing that healthy teams lead to healthy clients.


• Advocacy: We advocate across all levels of government to reduce barriers to care and promote access to high-quality, integrated healthcare for all.


• Community Engagement: We build partnerships to create a more inclusive and responsive mental health ecosystem, enhancing accessibility to care and support.

Compensation and Benefits

arenaflex offers a competitive compensation package including:

• Hourly pay of $28.00 per hour.


• $5.00 overnight differential for all hours worked during overnight shifts.


• Loan repayment programs for qualifying employees.


• Comprehensive training and professional development opportunities.


• Supportive work environment with access to employee assistance programs.


• Opportunity to make a meaningful impact in suicide prevention and mental health services.

Join Our Mission

If you are passionate about mental health, crisis intervention, and making a tangible difference in the lives of others, we invite you to join the arenaflex team. This is more than just a job – it is an opportunity to be part of a legacy of compassionate care that has been saving lives since 1942.

At arenaflex, every team member plays a vital role in our mission to provide compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access. If you are ready to take the next step in your career and contribute to a cause that truly matters, we encourage you to apply today.

Together, we can build a future where everyone has equitable access to care and is empowered to achieve optimal mental health and well-being.