POSITION SUMMARY:  We are looking for candidates passionate about helping others.  The Lead Crisis Intervention Support Specialist manages and leads a team of employees focused on providing 24/7/365 phone and text-based support regarding crisis/suicide prevention, child/elder abuse and neglect, and health, welfare, human and social services referral services.  Communicates CSSNV’s goals, safety practices, and expectations to staff.  Motivates staff and assesses performance.  Provides help to management, including hiring and training, and keeps management updated on staff performance.  Communicates concerns and policies among management and staff.


CLASSIFICATION:  Full-time – Salary


COMPENSATION:  $37,000 – $39,000 annually, includes vacation leave, sick leave, paid holidays, and employer paid employee medical, dental, and vision insurance.


HOURS OF WORK:  4pm-12:30am, scheduled to be determined, must work one weekend day per week



  • Supports Director of Programs and Assistant Call Center Director performing management duties when the Director of Programs and the Assistant Call Center Director are absent or out of office.
  • Provides encouragement to staff, including communicating goals and identifying areas for new training or skills checks.
  • Assists management with hiring processes and new staff training.
  • Answers staff questions, provides support for difficult calls, helps with staff concerns, and oversees staff work for quality assurance.
  • Communicates policy, process, and procedure changes to staff.
  • Develops strategies to promote staff adherence to company policies, organizational change, and performance goals.
  • Conducts pre-shift huddles to update staff on best practices and continuing expectations.
  • Analyzes and evaluates weekly reports about staff performance identifying areas of concern, staff goals, and deadlines.
  • Assists in the scheduling of staff for graveyard, day, and swing shifts.
  • Monitors staff arrival time and departure time, notifying Director of Program of staff that arrive late or leave early.
  • Monitor staff call length and check in with staff, as needed.
  • Monitors texts and ensures that they are answered within ten minutes.
  • Sets up the Teams chat for the shift and establishes National, follow-up, and voicemail designees if necessary, and coordinate lunch times for the team.
  • Answers Crisis Center lines and text messages, using the principles of active listening and de-escalation (based on Crisis Center protocols) to assess issues such as high-lethality suicidal callers, sexual assault, child abuse reports, elder abuse reports, substance abuse, information and referral resources and a variety of other issues.
  • Passion for Crisis Support Services of Nevada’s mission of crisis and suicide intervention and delivering compassionate assistance for those in need.
  • Prior experience in call center, crisis hotline or information and referral service and/or two years of college in a related field a plus.
  • Ability to type and talk at the same time in a fast-paced environment.
  • New employees must successfully complete 73 hours of training to include role-plays, crisis intervention, suicide, child/elder abuse and neglect, information and referral resource training, policies and procedures, etc.
  • Must pass State and Federal criminal background checks.


  • Address a cover letter discussing why you think you would be a good fit for the position and résumé to Kyla Willard, HR Office Manager at hr@cssnv.org.