[Remote] Lifeline Supervisor (MUST RESIDE IN MA)

Note: The job is a remote job and is open to candidates in USA. Family Services of the Merrimack Valley is a non-profit organization dedicated to helping individuals in the Merrimack Valley through various social service programs. They are seeking a Lifeline Supervisor responsible for overseeing the operations of a 24/7 Suicide & Crisis Lifeline, managing a team of Call Takers, and ensuring quality assurance during shifts.

Responsibilities

• Supervise a team of Call Takers, ensuring each member receives regular performance appraisals, is adhering to policies, protocols, quality standards, and best practices, and participates in ongoing training and professional development
• Conduct call monitoring on each shift for quality assurance and performance improvement
• Ensure safety assessment questions are asked on all interactions and imminent risk assessments are conducted as indicated
• Provide support and guidance to Lifeline staff, including assistance responding to moderate and high-risk calls, connecting callers to additional resources including emergency services as needed, de-escalating crisis situations, and debriefing with staff after difficult calls
• Assure smooth operations of the Lifeline during each shift, including proper functioning of technology, staffing, and call flow
• Conduct call monitoring to ensure Call Takers are providing quality support, compassionate care, maintaining safety standards, and adhering to policies and procedures
• Provide immediate feedback to Call Takers on performance, documenting concerns and strategizing with Lifeline Management Team to improve quality
• Conduct follow up calls as needed to individuals who have called the Lifeline to check for safety and provide additional support and resources
• Assist Lifeline staff in answering incoming calls as needed, providing emotional support, information and referrals to callers who may be in emotional crisis and contemplating self-harm or suicide
• Communicate frequently with other Lifeline staff (Lifeline Management Team) regarding operations, call taker performance, and overall quality
• Assist in training new Lifeline staff by providing mentoring and coaching
• Participate in weekly to monthly team meetings to discuss shared experiences as call takers, debrief on calls, receive professional development, and participate in a learning community
• Adhere to all Family Services policies, procedures, best practices, and those in accordance with our accreditation through the International Council for Helplines, National Suicide Prevention Lifeline, and the Department of Public Health
• Other responsibilities as assigned

Skills

• Minimum of a bachelor's degree or equivalent experience in the field of behavioral health, suicide prevention, crisis response, emergency services or other related field
• Proficient with technology, including computer and internet skills, smartphones and databases
• Excellent interpersonal skills including strong communication and ability to provide coaching, mentoring, feedback to colleagues, and collaborate with other service providers
• Maintain composure in high stress situations and respond calmly and appropriately in crisis situations
• Highly motivated, energetic, resilient and target driven to produce desired results
• Ability to work independently while exercising good judgment
• Ability to problem solve and troubleshoot in a fast-paced, evolving remote work environment
• Desire to help others, display compassion, and maintain confidentiality required
• Understanding of the laws and regulations surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements
• Understanding of the contractual obligations of the Lifeline
• One year's experience in Supervisor position preferred (previous hotline supervisory experience, or project coordination experience may be substituted)

Benefits

• An opportunity to work with and learn from a team of dedicated, passionate individuals in a diverse environment that serve children, youth, and adults.

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