My immediate supervisor, the manager, was great, but upper manager does not support supervisors, nor counselors, in spite of popular belief. The answer that upper management will give you, is instead of supporting, ask you, "have you ready the manual?" However, not everything is covered by the manual. The pace is very high, high stress, high volume. Counselors are expected to be detailed crisis counselors, while maximizing on call volume, which ranges from 800 to 1200 calls, text, and chats daily. Supervisors have no power, but expected to supervise counselors, complete assessments on call qualities based on exacting requirements. Projects are asked to be completed at the last second, and expected to be complete in a ridiculous short amount of time. The manager was the buffer for upper management, but that since is gone, as the supportive manager is gone. If you work at this place, remember that we are all replaceable, hired and fired at will. Staffing is not enough for the call volume, but all are expected to adhere to the schedule and volume. Also, the program is ever expanding, and you need a complex set of skills to adapt.