National Crisis Center Supervisor
Miami Gardens, FL
Full Time
Manager/Supervisor
The National Crisis Center Supervisor
About Sandy Hook Promise
Sandy Hook Promise (SHP) envisions a future where all children are free from school shootings and other acts of violence. As a national nonprofit organization, SHP’s mission is to educate and empower youth and adults to prevent violence in schools, homes, and communities. Creators of the lifesaving, evidence-informed Know the Signs prevention programs, SHP teaches the warning signs of someone who may be in crisis, socially isolated, or at-risk of hurting themselves or others and how to get help. SHP also advances school safety, youth mental health, and responsible gun ownership at the state and federal levels through nonpartisan policy and partnerships.
SHP is led by several family members whose loved ones were killed in the tragic mass shooting at Sandy Hook Elementary School on December 14, 2012.
Commitment to Belonging, Community, Engagement, and Respect
SHP strives to ensure its culture and work environment reflect the values of belonging, community, engagement and respect. We actively seek to understand and respond to the diverse perspectives and lived experiences of individuals across socioeconomic backgrounds, rural and urban communities, and diversity of thought, in addition to traditional protected categories. We are committed to ensuring that every SHP employee feels heard, valued, and a true sense of belonging. SHP encourages individuals who share our commitment to these core values and to our mission to apply.
Location
The National Crisis Center is located in Miami, FL. The candidate must be willing and able to work any shift at the Center in Miami as the Crisis Center operates 24 / 7 / 365, including day shifts, evening shifts, overnight shifts, varied shifts weekends and holidays. The Crisis Center Supervisor must also be available on-call as needed.
About the Role
The Crisis Center Supervisor supports operational and administrative duties of the Crisis Center leadership team. This includes direct supervision of the Crisis Center Counselors. This position requires collaboration and coordination with leadership to ensure the effectiveness and efficiency of the daily operations within the Crisis Center, as well as policy and procedural review on anonymous tip triage, delivery, and categorization. The Crisis Center Supervisor is also responsible for data analysis and providing additional support resources for Programs, development, SAVES, Say Something other SHP programs. The Crisis Center Supervisor reports the the Crisis Center Manager and Director.
Job Responsibilities
The desired candidate will be able to work in different disciplines:
Operational/Supervisory
This is an hourly base rate with a shift differential. The starting rate for this position is $26.92/hour.
SHP is proud to be an equal opportunity employer. We strive to be an employer of choice: where a diverse mix of talented people want to come and do their best work. SHP does not make employment related decisions based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status, or any other protected characteristic. We are focused on promoting multiculturalism and inclusion so that all SHP employees feel valued and respected. We believe deeply that a diverse workforce comprised of people of all beliefs, backgrounds, and life experiences who seek to prevent gun violence and stop the tragic loss of life will make SHP a stronger, more effective organization.
About Sandy Hook Promise
Sandy Hook Promise (SHP) envisions a future where all children are free from school shootings and other acts of violence. As a national nonprofit organization, SHP’s mission is to educate and empower youth and adults to prevent violence in schools, homes, and communities. Creators of the lifesaving, evidence-informed Know the Signs prevention programs, SHP teaches the warning signs of someone who may be in crisis, socially isolated, or at-risk of hurting themselves or others and how to get help. SHP also advances school safety, youth mental health, and responsible gun ownership at the state and federal levels through nonpartisan policy and partnerships.
SHP is led by several family members whose loved ones were killed in the tragic mass shooting at Sandy Hook Elementary School on December 14, 2012.
Commitment to Belonging, Community, Engagement, and Respect
SHP strives to ensure its culture and work environment reflect the values of belonging, community, engagement and respect. We actively seek to understand and respond to the diverse perspectives and lived experiences of individuals across socioeconomic backgrounds, rural and urban communities, and diversity of thought, in addition to traditional protected categories. We are committed to ensuring that every SHP employee feels heard, valued, and a true sense of belonging. SHP encourages individuals who share our commitment to these core values and to our mission to apply.
Location
The National Crisis Center is located in Miami, FL. The candidate must be willing and able to work any shift at the Center in Miami as the Crisis Center operates 24 / 7 / 365, including day shifts, evening shifts, overnight shifts, varied shifts weekends and holidays. The Crisis Center Supervisor must also be available on-call as needed.
About the Role
The Crisis Center Supervisor supports operational and administrative duties of the Crisis Center leadership team. This includes direct supervision of the Crisis Center Counselors. This position requires collaboration and coordination with leadership to ensure the effectiveness and efficiency of the daily operations within the Crisis Center, as well as policy and procedural review on anonymous tip triage, delivery, and categorization. The Crisis Center Supervisor is also responsible for data analysis and providing additional support resources for Programs, development, SAVES, Say Something other SHP programs. The Crisis Center Supervisor reports the the Crisis Center Manager and Director.
Job Responsibilities
The desired candidate will be able to work in different disciplines:
Operational/Supervisory
- Support coaching cycles, training initiatives, account management, external meetings, and various data-driven projects.
- Confidently navigate, utilize, and train new SHP personnel on all tip management platforms used by the organization.
- Demonstrate a solid understanding of crisis counseling fundamentals and effectively train others to build and maintain rapport with tipsters.
- Apply strong analytical skills to extract and interpret relevant information that contributes to the successful resolution of tips.
- Research, evaluate, and recommend the most impactful training opportunities for Crisis Center staff and leadership.
- Provide direct supervision of Crisis Center operations and staff, including oversight of scheduling, calendar management, tip-related concerns, operational logistics, and quality control.
- Monitor and communicate key statistics and metrics to the Crisis Center Leadership Team; develop business reports, presentations, and support special projects as needed.
- Build and maintain collaborative relationships with external partners, including school districts, law enforcement, and administrative stakeholders.
- Collaborate cross-functionally with teams across the organization as required.
- Perform other duties as assigned, based on organizational priorities and emerging needs.
- Demonstrate a foundational understanding of data literacy and a willingness to engage with and refer to data in decision-making processes.
- Works and collaborates with teammates from across the organization as necessary.
- Other duties as identified given organizational needs.
- Have a basic understanding of data literacy and willingness to use and refer to data.
- 1+ year as a Senior Crisis Center Counselor at SHP, or 3+ years’ experience in a similar setting. Ability to act rationally and decisively in high-stress or time-sensitive situations by multitasking and prioritizing responsibilities.
- System Knowledge: Advanced knowledge of all Say Something Anonymous Crisis Center Systems, portals and related sites and able to independently train and support other counselors on the systems; proficiency with P3/Nav360 tip management and account management procedures with the ability to train on these systems.
- Experience with MS Office Suite, Salesforce, Experience with HTML5, JavaScript, Apex and database management, technical writing, technical business presentations, and learning management systems (LMS).
- Proven analytical, problem-solving, organizational, and prioritization skills.
- Exceptional organizational/supervisory/leadership and communication skills.
- Demonstrated attention to detail and accuracy.
- Self-starter with positive energy, resourcefulness, empathy, and ability to work independently. Strong analytical skills with the ability use data to identify insights, trends and opportunities.
- Project management skills.
- Excellent time management skills and ability to juggle multiple tasks.
- Demonstrated ability to work remotely and report in through a remote, de-centralized staffing.
This is an hourly base rate with a shift differential. The starting rate for this position is $26.92/hour.
- SHP offers a competitive benefits package, including:
- Unlimited PTO
- Paid holidays and 10 days sick leave
- Paid parental leave
- Health, dental, and vision
- Employer paid life insurance and short- and long-term disability
- 401k match
- Professional development stipend
- Wellness & mental health support
- Employer Paid Employee Assistance Program.
- Internal applicants and SHP Volunteers have until August 21, 2025, to submit their application. Please email HR + TA once you have applied.
- All other applicants have until September 10, 2025, to apply.
- Survey forms are being sent as a supplement to all applications. Please be sure to fill these out within 5 business days to ensure quicker processing.
SHP is proud to be an equal opportunity employer. We strive to be an employer of choice: where a diverse mix of talented people want to come and do their best work. SHP does not make employment related decisions based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status, or any other protected characteristic. We are focused on promoting multiculturalism and inclusion so that all SHP employees feel valued and respected. We believe deeply that a diverse workforce comprised of people of all beliefs, backgrounds, and life experiences who seek to prevent gun violence and stop the tragic loss of life will make SHP a stronger, more effective organization.
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