Supervisor, Crisis Line Services

About the Role:

The Supervisor, Crisis Line Services provides day-to-day leadership to a team of Crisis Line Responders supporting individuals experiencing intimate partner violence, gender-based violence, and elder abuse (including support through the Seniors Safety Line). ** This position is NOT remote and requires the supervisor to be onsite in the Etobicoke office.

This role ensures the delivery of high-quality, survivor-centered crisis support while fostering a responsive, accountable, and supportive team environment. This is a hands-on leadership role within a 24/7 service setting.

Key Responsibilities 

Supervision of Crisis Line Responders (Core Operational Leadership) 

•  Provide real-time supervision to responders delivering phone, chat, and text-based crisis services
• Ensure consistent application of trauma-informed, survivor-centered, and anti-oppressive practices
• Oversee use of crisis intervention frameworks and safety planning protocols
• Act as escalation point for high-risk situations (e.g., imminent danger, suicide ideation, duty to report)
• Monitor live service delivery and intervene as needed
• Maintain accountability for service standards and team performance

Staffing & Workforce Coordination 

• Implement staffing model to ensure effective 24/7 coverage
• Develop and manage team schedules
• Adjust staffing dynamically based on service demand, risk levels, and staff capacity
• Manage real-time staffing changes (absences, surge needs)
• Review and approve timecards in alignment with payroll processes

Collaboration with Training, Resource & Outreach (TRO)

•  Partner with TRO team to align frontline practices with training and resources
• Provide insights to inform training development and improvements
• Identify knowledge gaps and emerging service trends
• Support rollout of new tools, protocols, and training initiatives

Coaching & Practice Development

•  Deliver reflective supervision and ongoing coaching
• Support skill development in crisis intervention, de-escalation, and safety planning 
• Lead case consultations and debriefs
• Address performance concerns and implement improvement plans

Quality Assurance & Data Integrity

• Ensure accurate documentation in CRM systems (e.g., Salesforce)
• Monitor quality of case notes, risk assessments, and referrals
• Conduct service audits (calls, chats, texts)
• Identify service gaps and support continuous improvement

Risk Management & Compliance

• Ensure adherence to confidentiality, privacy laws, and reporting obligations
• Lead incident response and documentation
• Escalate critical issues to leadership
• Support continuous improvement of operational protocols

Staff Wellness & Sustainability 

• Promote a psychologically safe work environment
• Monitor and address burnout, vicarious trauma, and compassion fatigue
• Integrate wellness practices into supervision and team culture
• Support sustainable workload and staffing practices

Operational Feedback & System Improvement

• Act as liaison between frontline staff, training teams, and leadership
• Contribute to service improvements and system coordination
• Support implementation of new initiatives and tools 

Reporting & Communication

• Provide regular updates on service trends, risks, and staffing needs
• Ensure clear communication across shifts
• Contribute to internal reporting and planning

Additional Information

The Employer reserves the right to assign duties reasonably related to this position in accordance with operational requirements.

Equity, Diversity & Inclusion 

AWHL is committed to building a diverse and inclusive workplace that reflects the communities we serve. We strongly encourage applications from Indigenous, Black, and racialized individuals; newcomers; persons with disabilities; members of the 2SLGBTQ+ community; and individuals with lived experience related to gender-based violence or elder abuse. We are committed to anti-oppression, trauma-informed practice, and equitable service delivery.