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

Employment Type: W-2, Full-Time

Location: Remote

Reports To: ConnectNow Program Manager

Schedule: Evening-focused, fixed blocks with weekend coverage (40 hours/week)

Compensation: $55,000 to $60,000 annually

Company Overview:
At Mantra Health, we're dedicated to revolutionizing student mental health care. Partnering with a variety of universities and colleges across the country - including Columbia University, Texas Tech, and the University of Minnesota school system - our mission is to provide universal access to high-quality mental health services for students.

Since our founding in 2018, we've built a comprehensive treatment service for young adults with various mental health conditions. We've raised over $34 million to work with students at universities and colleges nationwide. We're particularly proud that nearly two-thirds of students with access to Mantra report that our program helped them stay in school.

From comprehensive teletherapy to wellness coaching to tele-psychiatry, our diverse team is dedicated to ensuring that students not only survive but thrive. Our students see meaningful improvements in their mental health during treatment with us, reinforcing the impact of our work.

Role Overview:
The ConnectNow Crisis Line Lead is a senior clinical support role responsible for real-time operational leadership, clinical quality oversight, and escalation support during peak service hours.

This role is not a full-time frontline provider position. While the Lead maintains a limited direct service presence to stay clinically grounded, their primary focus is supporting providers, ensuring coverage stability, managing escalations, and maintaining service quality.

The Lead works closely with the Program Manager to ensure ConnectNow operates safely, effectively, and sustainably.

Key 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

Schedule & Coverage Expectations

This is a full-time (40 hours/week), evening-focused role with fixed, predictable schedule blocks. No scheduled workday exceeds 8 hours.

Core Weekly Schedule

• Evening hours 4pm-12am EST

• Weekend hours 2pm-10pm EST

Weekend Coverage Options:

• Weekend coverage is required and may follow one of two structures:

• Rotating weekends Sat and Sun every other week

• Fixed Saturday: Saturday coverage every week. Core weekly schedule would be Tuesday-Fri 4pm-12am and Saturday

Overnight On-Call:

• Participation in a shared tertiary overnight on-call rotation is required

• Overnight coverage is escalation-only and and expected to be rarely utilized

• Weeknight, weekend, and select holiday on-call responsibilities are scheduled in advance and rotated to support sustainability and work-life balance

Qualifications:

Required

• 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

• 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

Why Choose Mantra:

• Potential to shape and lead clinical functions within a mission-driven organization.

• Collaborate with a passionate, dedicated, and innovative team focused on transforming mental healthcare.

• Competitive salary and benefits package, with the chance to make a meaningful impact on the lives of young adults.

If you have any questions about this role, please feel free to email us at [email protected]. .

Mantra health is an equal-opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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