Crisis Text Line

Role Description Crisis Counselor Supervisors play a critical role in the success of Crisis Text Line by providing real-time guidance and support to our remote volunteer Crisis Counselors, ensuring texters receive the highest quality care. In this role, you will: - Step into texter conversations as needed and provide leadership during high-risk situations, including active rescues and mandatory reporting. - Bring a calm, supportive, and empathetic approach to your work, fostering a positive and effective environment for Crisis Counselors. - Keep both the texter experience and the Crisis Counselor experience top of mind. Crisis Text Line offers mental health support in both Spanish and English. Bilingual staff are responsible for providing support in both languages based on business needs, requiring mental flexibility and the ability to oscillate fluidly between both languages. Qualifications - Self-motivated with people management skills and initiative for growth. - Expert multitasker, able to prioritize and monitor multiple tasks in a fast-paced environment. - Effective communicator, articulating clearly and effectively with staff and Crisis Counselors. - Problem-solver, a critical thinker who can quickly identify problems and propose solutions. - A big thinker who collaborates to improve service quality for texters and Crisis Counselors. - Tech-savvy, proficient in G-suite and comfortable navigating new online platforms. Requirements - 3+ years of crisis intervention work experience beyond volunteerism. - Bilingual, fluent in English and Spanish (written & verbal). - Ability to work flexible shifts as needed, up to 12 hours per week, including weekends, nights, and holidays. - Current Shifts Available: - Thursday - Saturday 3pm-7pm EST (12 weekly hours) - Wednesday - Saturday 5am-9am EST (16 weekly hours) - Hourly Salary: $26.21 per hour. - Eligible candidates must reside in the following states: CA, CO, CT, FL, GA, IL, IN, IA, MD, MA, MI, MO, NJ, NM, NY, NC, OH, PA, TN, TX, UT, VA, WA. - No visa sponsorship available for this position. Company Description Crisis Text Line believes that every person in crisis deserves to be heard, understood, and supported. Our mission is carried forward by people who lead with empathy, integrity, and a deep sense of responsibility to one another and the communities we serve. We are building a team of thoughtful, purpose-driven professionals who want their work to matter, contributing to meaningful impact and collaborating with committed colleagues.

• Coordinate candidate scheduling, interview logistics, and hiring activities across multiple stakeholders and time zones • Serve as a primary point of contact for candidates throughout the hiring process, ensuring timely communication and a positive candidate experience • Support candidate sourcing, resume review, screening activities, and pipeline management as needed • Assist with offer administration and pre-employment activities • Maintain accurate candidate records, workflows, and job postings within the Applicant Tracking System (ATS) • Support recruiting reporting, hiring metrics, and talent acquisition operations • Coordinate onboarding activities for new employees and contractors from offer acceptance through their first days with the organization • Manage onboarding communications, scheduling, and cross-functional coordination with hiring managers, IT, and internal stakeholders • Facilitate background checks, I-9 verification, onboarding documentation, and system access requests • Coordinate new hire orientation logistics, onboarding resources, and employee welcome activities • Manage employee swag ordering and distribution • Ensure new hires have the tools, resources, and support needed for a successful onboarding experience • Support the administration and optimization of the Applicant Tracking System (ATS) and other talent-related systems and databases • Maintain recruiting documentation, templates, communication materials, and candidate resources • Support People & Culture communications, shared inbox management, and employee experience initiatives • Assist with reporting, data tracking, and operational projects across Talent Acquisition and People & Culture • Identify opportunities to improve processes, communication, and the overall candidate and employee experience • Provide flexible support across Talent Acquisition and Employee Experience initiatives based on organizational priorities

• Perform active rescues when texter safety has been identified as imminent risk • Monitor volunteer Crisis Counselor conversations for training adherence and quality support • Work with volunteer Crisis Counselors in providing coping skills and exercise safety protocols in high-risk situations • Assist volunteer Crisis Counselors to identify texter needs and develop a support and plan for safety • Ensure volunteer Crisis Counselors adherence to code of conduct and escalate if required • Provide real time feedback on conversation quality. • Participate in trainings and internal working groups to increase quality service delivery

• Perform active rescues when texter safety has been identified as imminent risk • Monitor volunteer Crisis Counselor conversations for training adherence and quality support • Work with volunteer Crisis Counselors in providing coping skills and exercise safety protocols in high-risk situations • Assist volunteer Crisis Counselors to identify texter needs and develop a support and plan for safety • Ensure volunteer Crisis Counselors adherence to code of conduct and escalate if required • Provide real time feedback on conversation quality. • Participate in trainings and internal working groups to increase quality service delivery

• Build a robust pipeline of foundations with the capacity to make 5-7+ figure gifts. • Develop and execute a comprehensive institutional giving strategy aligned with Crisis Text Line's mission, priorities, and annual revenue goals. • Identify and prioritize a diverse mix of private and family foundations. • Take the lead on cultivating and stewarding funder relationships. • Oversee high-quality grant writing and reporting. • Manage the foundation calendar to ensure timely, high-quality submissions across the portfolio. • Take ownership of advancing prospects through the donor lifecycle by developing tailored engagement strategies. • Shepherd internal stakeholders’ involvement and coordinate input from program leaders and C-suite executives.

• Serve as a trusted point of contact for employee relations matters, workplace concerns, and conflict resolution, applying sound judgment, empathy, and discretion. • Conduct and support employee relations investigations, including concerns related to workplace conduct, harassment, discrimination, and policy violations; gather documentation, conduct interviews, summarize findings, and prepare recommendations. • Coach managers through difficult conversations, performance concerns, and corrective action, ensuring consistent and fair application of policy. • Maintain accurate, confidential employee relations documentation and partner with People & Culture leadership and legal counsel on complex or escalated matters. • Identify patterns and root causes from employee relations activity and recommend policy, training, or process improvements. • Manage the engagement survey lifecycle, including pulse surveys, annual engagement surveys, and stay and exit interviews, and translate findings into clear, prioritized action plans with leaders. • Manage key employee lifecycle touchpoints, including onboarding, first-90-day check-ins, internal transitions, and offboarding, to ensure consistent and positive employee experience. • Design and run recognition, milestone, and connection programs that reinforce our values and strengthen community across a distributed workforce. • Serve as the People & Culture partner to Employee Resource Groups (ERGs), supporting group leaders with structure, programming, budget guidance, and connection to broader organizational initiatives. • Build and deliver manager enablement content and facilitate workshops, listening sessions, and team-effectiveness conversations that strengthen leadership capability and collaboration across teams.

• Perform active rescues when texter safety has been identified as imminent risk. • Monitor volunteer Crisis Counselor conversations for training adherence and quality support. • Work with volunteer Crisis Counselors in providing coping skills and exercise safety protocols in high-risk situations. • Assist volunteer Crisis Counselors to identify texter needs and develop a support and plan for safety. • Ensure volunteer Crisis Counselors adherence to code of conduct and escalate if required. • Provide real-time feedback on conversation quality. • Participate in trainings and internal working groups to increase quality service delivery.

• Support creation and implementation of a comprehensive content strategy aligned with organizational goals. • Craft persuasive narratives that drive growth across business targets (e.g., donors, volunteers, texters). • Oversee and develop email marketing donor strategy that drives fundraising by designing, executing and optimizing email campaigns targeted at acquiring, engaging and retaining donors. • Write engaging content for marketing campaigns, blogs, articles, videos, social media posts, newsletters, and multimedia assets. • Collaborate with the marketing team and other departments such as philanthropy, public policy and research to align content on campaign strategy and organizational objectives. • Integrate optimized content for search engines and user engagement. • Monitor content performance, gathering analysis and adjusting strategies based on data insights. • Ensure all content aligns with the organization’s voice, tone, brand and values.

• Define and maintain performant, scalable data models in the data warehouse, with a focus on reliability, reusability, and documentation • Partner with Platform and Data Engineering to build and monitor scalable data pipelines in production • Serve as a technical authority on data modeling standards, tooling choices, and engineering best practices across the analytics function • Translate ambiguous business needs into clean, well-scoped data products — from one-time analyses to production-grade dashboards • Advocate for and drive adoption of industry best practices • Define the organization's experimentation standards: what constitutes a well-designed study, how results are interpreted, and how findings are documented and shared • Design and execute experiments — hypothesis testing, data analysis, A/B tests, quasi-experiments, and observational studies — in partnership with Operations, Marketing, and Product stakeholders • Evaluate, select, and implement the experimentation stack — prioritizing open-source and low-overhead tooling that can mature with the practice • Bring statistical rigor to ambiguous questions: help teams move from "we want to know if X works" to a study design that can actually answer that question • Communicate findings to non-technical audiences with clarity, including Senior Leadership and external partners

• Lead paid media strategy and execution across platforms including Google Ads, Meta, YouTube, and emerging channels to drive acquisition, engagement, and donations • Own campaign planning, budget allocation, performance optimization, and ROI across all paid channels • Develop audience targeting, retargeting, and conversion strategies to improve efficiency and scale results • Build and manage full-funnel digital strategies that convert awareness into action and conversion • Lead SEO and SEM strategy to increase visibility, traffic, and high-intent conversions • Optimize website performance, landing pages, keyword strategy, technical SEO, and user journeys • Lead digital fundraising strategies that grow donor acquisition, retention, and revenue • Own performance reporting across channels, translating data into actionable recommendations • Lead and support a digital marketing team across paid media, SEO, and social channels