Shift Supervisor

Certified Listener Shift Supervisors fulfill a critically important role. Supervisors are responsible for the mental health and well-being of every volunteer and every caller on their shift. If there is no Supervisor, there is no shift.

Supervisors observe every chat, coach volunteers to improve their listening and communication skills, and ensure volunteers are providing empathetic support without giving advice.

Supervisors assess chats to determine if mental health resources need to be provided, approve and add new resources to the Knowledge Base, help end chats where necessary, and guide or take over chats that exceed Emotional Support volunteer scope or ability. 

Requirements

Candidates must have:

• A completed diploma or degree in a discipline that relates directly to psychology, mental health, social work, community work, community outreach, or counseling, and experience providing support and/or leading and supervising a team.

• Candidates with completed diplomas or degrees in disciplines like Nursing, Gerontology, Addictions, or other disciplines that are not obviously related to the services CLS provides may be eligible if they have a specialty in mental health, relevant work or student placement experience, training in concurrent disorders, ASIST, Nonviolent Crisis Intervention, or professional accreditation.

All Supervisor applications are approved or denied by CLS Head of Program Delivery and founder, Greg Clarke.

To Apply

You will complete an interview and submit the documentation required (resume, proof of completed degree/diploma, and proof of your school's accreditation). 

You can either apply via Live interview or Asynchronous interview.

Live interview

• 1. • Book a Supervisor chat interview: https://certifiedlisteners.org/interview/

       • Live interviews take 45-60 minutes.

     • Post-interview, an email will be sent to you with a link to the Supervisor Secondary Application form for you to upload your documentation. 

     • After submitting the Secondary Application, you will receive a response within 5 business days.

Asynchronous interview (NEW) 

• 1. • Complete the online interview form here.

       • The form should be completed in one sitting.

       • Please prepare your documents to upload before you start this interview. You will use this form to submit your documentation and answer the same interview questions as are asked in the live interview.

       • The form will take about 45-60 minutes to complete.

     • Post-interview, you will receive a response within 5 business days.

Training

• Internal candidates who are approved must complete the online Supervisor training and at least one Shadow Shift before being approved to book Supervisor shifts.

• External candidates who are approved must complete the CL-100-Training for Emotional Support Chat Responders, the online Supervisor training and at least one Shadow Shift before being approved to book Supervisor shifts.

What's in it for the volunteer?

• Practical experience mentoring, coaching and providing support for a team of volunteers.

• Practical training and experience providing debriefing support for Emotional Support volunteers.

• The confidence to assess the emotional state of both caller and volunteer, and the ability to manage chats and make decisions on how to proceed.

• Effective communication skills in a virtual environment.

• The ability to create a positive, supportive, and encouraging online working environment.

• Organizational skills, using a range of internal and external tools to manage, gather, and share information and resources.

• Leadership, teamwork, and problem-solving skills suitable for working with a diverse group of students, volunteers, and community leaders.