Chat and Text Operations Supervisor – Crisis Intervention Services Leadership Position (Overnight Shift)

Join arenaflex: Leading Mental Health and Suicide Prevention Services

Welcome to arenaflex, a pioneering nonprofit organization dedicated to providing compassionate mental health, substance use, and suicide prevention services since 1942. As the home of the nation's first Suicide Prevention Center, arenaflex has been a national leader in whole-person mental health and crisis care, serving approximately 270,000 individuals annually across our comprehensive programs. We are proud to be rooted in community-based mental health with an unwavering commitment to providing culturally responsive services that are just, equitable, and accessible to all.

At arenaflex, we believe that everyone deserves equitable access to care and the opportunity to achieve optimal mental health and well-being. Our mission is to provide compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access. We are more than an organization—we are a community of over 1,000 dedicated employees and volunteers who share a common purpose: to save lives and support those in their most vulnerable moments.

We are currently seeking a dedicated and experienced Chat and Text Operations Supervisor to join our Crisis Chat and Text Services team. This is a fully remote position that offers the opportunity to make a meaningful difference in the lives of those experiencing crisis, while leading a team of passionate crisis chat and text counselors.

Position Overview

As a Chat and Text Operations Supervisor at arenaflex, you will play a critical role in ensuring the quality and effectiveness of our Crisis Chat and Text Services. You will be responsible for the oversight, guidance, and support of our crisis chat and text counselors, ensuring compliance with program standards, contracts, policies, procedures, and guidelines. This leadership position requires someone who is passionate about suicide prevention, crisis intervention, and team development.

Our crisis chat and text services provide vital support to individuals in crisis, and as a supervisor, you will be instrumental in maintaining the highest standards of care. You will work closely with program coordinators and on-call supervisors to ensure smooth service delivery, provide real-time support to counselors, and foster a positive and collaborative team environment.

Key Responsibilities

As a Chat and Text Operations Supervisor, your primary duties will include:

• Live Monitoring: Monitor chat and text queues in real-time, observing counselor adherence to policies and practices to ensure seamless and compassionate service delivery to all visitors.


• Performance Feedback: Observe, document, and report feedback in end-of-shift communications and to Program Coordinators regarding on-shift counselor performance, identifying areas of excellence and opportunities for improvement.


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


• Crisis Intervention Support: With support from the On-Call Supervisor, make determinations regarding mandated reports and coordinate emergency responses, including sending rescue to chat or text visitors when necessary.


• Technical Communication: Report platform issues and other technical difficulties to program leadership, acting as the primary communication link between frontline staff and leadership to ensure operational incidents and challenges are properly documented and escalated.


• Compliance Documentation: Ensure that employee concerns, clinical compliance requirements, and operational issues are properly documented, maintaining the highest standards of accountability and transparency.


• Debriefing Sessions: Initiate and facilitate debriefing sessions with crisis chat and text counselors after they have taken chats or texts, providing emotional support and professional development opportunities.


• Training Identification: Identify crisis chat and text counselor training needs and provide individualized support to help team members grow and excel in their roles.


• Performance Metrics: With support from Program Coordinators, monitor chat and text answer rates to ensure they remain at or above the 95% threshold, maintaining our commitment to accessibility and responsiveness.


• Meeting Participation: Attend routinely scheduled meetings as requested or required for the Suicide Prevention Center and arenaflex, contributing to continuous improvement initiatives.


• Team Environment: Foster a positive and supportive work environment that encourages collaboration, compassion, and excellence among all team members.


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


• Outreach Activities: May participate in outreach and media-related activities to raise awareness about crisis services and mental health resources.


• Training Support: May participate in Suicide Prevention Center training activities, contributing to the development of new counselors and the advancement of best practices.

Schedule and Compensation

This is a fully remote position with a competitive compensation package:

• Hourly Rate: $28.00 per hour


• Overnight Differential: $5.00 per hour additional for overnight shifts


• Schedule: Sunday through Tuesday from 5:00 PM to 1:30 AM and Wednesday from 9:00 PM to 1:00 AM PST (totaling 30 hours per week)


• Training Requirement: This role requires a four-week, 40-hour per week training program at the start of employment to ensure you are fully prepared for success in this critical role.

Note: Our work schedules are subject to change as necessary to meet organizational and client needs. Reasonable notice will be provided to facilitate personal planning and work-life balance.

Position Requirements

Essential Qualifications

• Possession of a high school diploma or equivalent (required)


• Be 18 years of age or older


• High-speed internet with an active Ethernet connection (no WiFi allowed due to security requirements)


• A quiet and confidential workspace suitable for handling sensitive crisis situations


• Availability and flexibility to work daytime, evening, overnight, and weekend shifts as needed


• Demonstrated current knowledge of job-specific skills including volunteer supervision, crisis intervention, suicide prevention, crisis line procedures, and multicultural/socio-economic issues


• Basic supervisory skills sufficient to manage volunteer crisis chat and text counselors, enforcing policies and procedures while maintaining a supportive and nurturing environment


• Proficiency in using personal computers, including Microsoft Office Suite and crisis line software


• Ability to support the values and mission of arenaflex as related to employment


• 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


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


• Excellent interpersonal skills with the ability to interact well with others and effectively communicate when conflicts arise


• Demonstrated commitment to team objectives and arenaflex philosophies


• Ability to adapt and remain flexible to changes in protocol and program needs

Preferred Qualifications

• Prior experience in crisis intervention or suicide prevention hotlines


• Previous supervisory experience in a mental health or social services setting


• Bachelor's degree in psychology, social work, counseling, or a related field


• Certification in crisis intervention or similar training


• Familiarity with electronic health records and crisis management software


• Bilingual or multilingual capabilities (especially Spanish or other commonly spoken languages in our service areas)

Skills and Competencies Required for Success

To thrive as a Chat and Text Operations Supervisor at arenaflex, you should possess the following key competencies:

• Crisis Intervention Expertise: Deep understanding of suicide risk assessment, crisis de-escalation techniques, and compassionate response protocols.


• Leadership Abilities: Capability to supervise and motivate a team of volunteers and staff, providing constructive feedback while maintaining morale.


• Technical Proficiency: Comfortable using various software platforms, including case management systems, chat/text platforms, and Microsoft Office applications.


• Communication Excellence: Superior verbal and written communication skills, with the ability to convey sensitive information professionally and empathetically.


• Decision-Making Under Pressure: Ability to make critical decisions quickly and confidently, especially in high-stakes situations involving imminent safety concerns.


• Emotional Resilience: Strong emotional stability to handle exposure to crisis situations and support team members who may experience vicarious trauma.


• Cultural Competency: Commitment to providing culturally responsive services and understanding the diverse backgrounds of those we serve.


• Attention to Detail: Meticulous approach to documentation, compliance, and quality assurance.


• Time Management: Excellent organizational skills to manage multiple priorities, monitor multiple chat/text sessions, and meet performance metrics.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the professional development and career advancement of our team members. As a Chat and Text Operations Supervisor, you will have access to numerous opportunities for growth and learning:

• Comprehensive Training: Begin your journey with a robust four-week training program (40 hours per week) that equips you with the skills and knowledge needed to excel in crisis intervention and supervision.


• Ongoing Professional Development: Access continuous training opportunities in crisis intervention, suicide prevention best practices, cultural competency, and leadership development.


• Career Advancement Paths: As part of a growing organization, you will have opportunities to advance into higher-level supervisory roles, program coordinator positions, or specialized clinical roles.


• Certifications and Credentials: Support for obtaining relevant certifications in crisis intervention, mental health first aid, and other professional credentials.


• Loan Repayment Programs: Ask us about loan repayment programs you may qualify for by working at arenaflex—we are dedicated to supporting our staff's financial well-being.


• Conference and Workshop Attendance: Opportunities to attend relevant conferences, workshops, and professional development events in the mental health and crisis intervention fields.


• Mentorship Programs: Connect with experienced leaders who can guide your career development and provide support as you grow in your role.

Work Environment and Company Culture

At arenaflex, we pride ourselves on fostering a supportive, inclusive, and mission-driven work environment. When you join our team, you become part of a community that truly cares about the well-being of both our clients and our staff.

Our Vision

A future where everyone has equitable access to care and is empowered to achieve optimal mental health and well-being.

Our Mission

arenaflex provides compassionate mental health, substance use, and suicide prevention services to individuals and families, especially in communities where discrimination and injustice limit access.

Our Core Values

• Excellence: We are constantly innovating, learning from the communities we serve, and applying the latest research to advance best practices. We uphold the highest ethical standards to ensure we are providing compassionate and excellent care.


• Diversity & Inclusion: We value diversity of background, experience, and ideas. We celebrate differences and prioritize creating a sense of belonging for everyone who walks through our doors or reaches out for support.


• Equity: We are dedicated to promoting health equity in our communities, and we work to dismantle disparities and discrimination within both systems of care and society at large.


• Well Being: We are devoted to the well-being of our staff, volunteers, and communities, and we believe that healthy teams lead to healthy clients. We offer resources and support to help our team members thrive.


• Advocacy: We advocate across all levels of government and use our voice to reduce barriers to care with the goal of access to high-quality, integrated healthcare for all.


• Community Engagement: We build partnerships in the community and across sectors to create a more inclusive and responsive mental health ecosystem and enhance greater accessibility to care and support.

Remote Work Culture

As a fully remote position, you will enjoy the flexibility of working from home while remaining connected to our team and mission. We provide the technology and support you need to succeed in a remote environment, including:

• Access to secure, encrypted communication and crisis management platforms


• Regular virtual team meetings and check-ins


• Remote work resources and ergonomic support


• A strong virtual community that maintains connection despite physical distance


• Work-life balance support for remote workers

Compensation and Benefits

arenaflex offers a competitive compensation package designed to support our employees' well-being and financial security:

• Competitive Hourly Rate: $28.00 per hour plus $5.00 overnight differential


• Loan Repayment Programs: Ask us about qualifying loan repayment assistance programs available to eligible employees


• Professional Development: Generous support for training, certifications, and continuing education


• Comprehensive Orientation: Thorough training program to ensure your success


• Mission-Driven Work: The opportunity to make a real difference in people's lives every day


• Supportive Team Environment: Join a team of dedicated professionals who share your passion for helping others

Why arenaflex?

By joining arenaflex, you become part of a legacy that spans over 80 years of mental health innovation and compassionate care. We were founded on the belief that everyone deserves access to quality mental health services, and we continue to uphold that belief today through our commitment to equity, inclusion, and social justice.

Our Suicide Prevention Center is pioneering in its field, and you will have the opportunity to work alongside some of the most dedicated and passionate professionals in the industry. Whether you are providing direct support to someone in crisis, mentoring a new counselor, or helping to shape the future of our programs, your contributions will make a lasting impact.

We are an equal opportunity employer and encourage individuals from all backgrounds to apply. At arenaflex, we celebrate diversity and believe that our differences make us stronger. We are committed to creating an inclusive environment where everyone feels valued, respected, and supported.

Apply Today

If you are passionate about mental health, suicide prevention, and supporting others in their most vulnerable moments, we invite you to apply for this rewarding opportunity. Join arenaflex and become part of a team that is changing lives and building a healthier, more equitable future for all.

Take the first step in making a meaningful difference—apply now and join our mission to provide compassionate care to those who need it most.