Program Supervisor - Wisconsin Lifeline

Job Specifics:

• Job Title: Program Supervisor
• Work Schedule: 1:00 p.m. to 12:00 a.m. shift on a 2-2-3 rotating schedule
• Work Location: Remote

The Program Supervisor provides day-to-day operational leadership and supervision for the Wisconsin Lifeline (988) program, ensuring the delivery of high-quality, person-centered crisis intervention services. Reporting to the Program Manager, this position is responsible for supervising Lifeline Counselors, supporting clinical and operational excellence, monitoring quality, coordinating daily operations, and fostering employee engagement and professional development. The Program Supervisor serves as the primary operational resource for assigned staff by providing coaching, mentoring, performance management, and real-time support while promoting a culture of accountability, collaboration, continuous improvement, and exceptional client care. This role ensures compliance with organizational policies, regulatory requirements, accreditation standards, and Wisconsin Lifeline operational expectations.

Demonstrate Family Services' Core Values and Behaviors in the work you do while fulfilling Family Services mission to Protect, Heal and Care. Responsibilities will be performed within our policies, procedures, and guidelines.

Leadership & Supervision

• Provide direct supervision, coaching, mentoring, and performance management for assigned Lifeline Counselors and other team members.
• Foster a respectful, collaborative, and high-performing work environment that supports employee engagement and retention.
• Establish clear performance expectations and conduct ongoing coaching, performance evaluations, and development planning.
• Participate in recruitment, interviewing, hiring, onboarding, scheduling, and retention activities in collaboration with clinical and training teams
• Provide operational guidance, policy interpretation, and decision-making support during routine operations and crisis situations.
• Participate in the Wisconsin Lifeline leadership on-call rotation as assigned.
• Provide in-the-moment coaching, mentoring, and constructive feedback to Lifeline Counselors and interns.
• Support onboarding and orientation, including call observation, monitored practice, shadowing, and reinforcement of program expectations.
• Identify recurring coaching, training, or performance themes and communicate observations to Program Managers for follow-up.
• Provide consultation during high-risk, complex, or unusual crisis interactions and support appropriate escalation and intervention.

Program Operations

• Coordinate daily operations to ensure efficient, consistent, and client-centered service delivery.
• Monitor staffing levels, workflow, scheduling, and operational performance to meet service demands.
• Support implementation of operational initiatives, process improvements, and organizational priorities.
• Assist with business continuity planning and operational readiness during high-volume or emergency situations.
• Ensure completion of assigned operational responsibilities, documentation, and shift activities.

Clinical Quality & Practice Support

• Provide consultation and support to Lifeline Counselors during crisis interventions and complex situations.
• Conduct quality reviews of crisis interactions, documentation, and service delivery to ensure adherence to Agency standards and evidence-based practices.
• Promote trauma-informed, safety-oriented, and person-centered care.
• Identify performance trends and collaborate with leadership to implement coaching and development strategies.
• Provide direct crisis intervention services as operational needs require.

Workforce Development

• Support onboarding, orientation, and ongoing competency development of employees and interns.
• Encourage continuous learning through coaching, mentoring, feedback, and professional development opportunities.
• Identify training needs and collaborate with leadership to strengthen workforce competency.
• Promote employee wellness, psychological safety, diversity, equity, inclusion, belonging, and cultural humility.

Compliance & Risk Management

• Ensure compliance with Agency policies, HIPAA, regulatory requirements, accreditation standards, funding requirements, and Wisconsin Lifeline operational guidelines.
• Monitor documentation quality and operational compliance.
• Support incident reporting, investigations, corrective action implementation, and risk mitigation activities.
• Maintain confidentiality and safeguard protected health information.

Data & Quality Improvement

• Collect, analyze, and monitor operational and quality performance data.
• Prepare reports, dashboards, and operational summaries for leadership.
• Identify opportunities to improve service delivery, employee performance, and operational efficiency.
• Participate in organizational quality improvement initiatives and accreditation readiness activities.
• Utilize performance metrics to support operational and strategic decision-making.

Community Partnerships

• Represent Family Services and Wisconsin Lifeline at meetings, committees, conferences, and community events.
• Develop collaborative relationships with behavioral health providers, emergency responders, community organizations, and other stakeholders.
• Respond professionally to client concerns, compliments, and service inquiries.
• Promote awareness of Wisconsin Lifeline services and available behavioral health resources.

Program Development & Innovation

• Collaborate with leadership to evaluate program goals, workflows, policies, and operational procedures.
• Assist in developing and implementing new initiatives, best practices, and operational improvements.
• Research emerging behavioral health trends and crisis intervention best practices.
• Benchmark operational practices with national and state crisis service organizations to support continuous improvement.

Administrative Management

• Assist with scheduling, workforce coordination, performance evaluations, and operational planning.
• Prepare reports, meeting materials, and required program documentation.
• Monitor equipment, supplies, and operational resources.
• Support strategic planning initiatives, special projects, and other administrative responsibilities.
• Perform other duties as assigned in support of Family Services' mission and operational objectives.

Additional Responsibilities: Performs other duties and responsibilities as assigned to support the mission, strategic objectives, operational needs, and continuous improvement efforts of Family Services. Essential functions may be modified as business needs evolve.

Education:

• Required: Bachelor's degree in Social Work, Psychology, Counseling, Human Services, Healthcare Administration, Public Administration, Business Administration, or a closely related field; or an equivalent combination of education and relevant experience
• Preferred: Master's degree in Social Work, Counseling, Psychology, Human Services, Healthcare Administration, Public Administration, Business Administration, or a related field.

Experience:

• Required:
  • Minimum of three (3) years of progressively responsible experience in behavioral health, crisis intervention, human services, healthcare, or a related field.
  • Minimum of one (1) year of supervisory, lead worker, or team leadership experience.
  • Experience coordinating staff schedules, workflow, or daily operations.
  • Experience providing coaching, mentoring, or performance feedback.
• Preferred:

• Five (5) or more years of behavioral health or crisis intervention experience.
• Two (2) or more years of supervisory experience.
• Experience with 988 services, suicide prevention, call center operations, or behavioral health programs.
• Experience supporting quality improvement, accreditation, regulatory compliance, or workforce development initiatives.

This position may be eligible for remote or hybrid work based on business needs and in accordance with Agency policy. Employees approved for remote work must comply with all Family Services remote work requirements and maintain a work environment that supports confidentiality, productivity, and quality client care.

Employees approved for remote work are required to:

• Sign and comply with the Family Services Remote Work Agreement and all applicable Agency policies.
• Maintain primary residency within the State of Wisconsin and perform all Wisconsin Lifeline work while physically located within Wisconsin, unless otherwise authorized by the Agency.
• Maintain a private, secure, and distraction-free workspace that protects the confidentiality of client and Agency information.
• Secure any confidential information maintained at home and properly dispose of confidential materials in accordance with Agency information security and records retention policies.
• Maintain reliable high-speed internet service and the ability to connect Agency equipment directly to the modem or router using an Ethernet connection, when required.
• Meet all technology, cybersecurity, and equipment requirements established by the Agency.

Employees must continue to meet all remote work expectations throughout their employment. Family Services reserves the right to modify or revoke remote work arrangements based on operational needs, performance, compliance, or business requirements.

• Knowledge of crisis intervention, behavioral health, suicide prevention, and community resources.
• Knowledge of operational leadership, workforce management, and quality improvement principles.
• Strong leadership, coaching, mentoring, conflict resolution, and decision-making skills.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to prioritize multiple responsibilities in a fast-paced, high-volume environment.
• Proficiency with electronic health records, Microsoft Office Suite, scheduling systems, and virtual collaboration tools.
• Ability to maintain confidentiality and exercise sound judgment in complex situations.
• Commitment to diversity, equity, inclusion, belonging, cultural humility, and trauma-informed practices.