Crisis Line Team Lead - Full-Time Telehealth (Evenings and Weekend)

Responsibilities

Operational & Clinical Leadership

• Monitor live queue activity during scheduled hours and respond to staffing needs, call-offs, and volume fluctuations
• Serve as an escalation point for ConnectNow providers during active shifts
• Support in-the-moment clinical decision-making and debrief providers following complex interactions
• Coordinate real-time coverage adjustments as needed
• Provide operational and clinical coverage if the Program Manager is unavailable

Quality Assurance & Coaching

• Conduct chart reviews and provide feedback to ensure documentation quality and clinical alignment
• Offer coaching and clinical guidance to providers based on observed trends and case reviews
• Support onboarding and training of new providers in collaboration with the Program Manager

Direct Clinical Support (Limited)

• Maintain a fixed weekly provider shift to remain clinically engaged
• Step into coverage when needed during high-volume periods or unexpected gaps

Overnight Escalation Support

• Participate in a shared tertiary overnight on-call rotation
• Overnight on-call is escalation-only (no active monitoring or queue coverage)
• Escalations are expected to be infrequent and focused on high-risk or complex situations

Requirements

• Master’s degree in Social Work, Counseling, Psychology, Marriage & Family Therapy, or a closely related mental health field
• 2+ years of experience providing crisis intervention, risk assessment, or acute mental health support
• Experience working in telehealth, crisis lines, or high-acuity behavioral health settings
• Strong clinical judgment and ability to support peers in complex situations
• Comfort working during evening and weekend hours
• Familiarity with call center or queue-based service models
• Flexible with change and working in startup environments that can be fast-paced at times and may require workflows/policies to be created or updated to support growth and scale

Preferred Qualifications

• Active, unrestricted independent clinical licensure (LCSW, LPC, LMFT, or state equivalent)
• Prior experience in a lead, senior clinician, or supervisory role
• Experience providing clinical coaching or quality review
• Interest in operational leadership and program development

Benefits

• Competitive salary and benefits package
• Opportunity to shape clinical functions in a mission-driven organization
• Collaborate with a passionate team focused on transforming mental healthcare

About the Company

At Mantra Health, we're dedicated to revolutionizing student mental health care. Partnering with a variety of universities and colleges across the country, our mission is to provide universal access to high-quality mental health services for students.