Hotline Services Supervisor

This is a fully remote position, open to applicants in Oregon.

📋 Description

• Supervise quality assurance and assess the performance of Hotline Counselors.

• Offer administrative oversight, guidance, coaching, and skills enhancement for Hotline Counselors and Shift Leads.

• Oversee operational scheduling, workforce management, performance objectives, timesheet management, and time-off requests.

• Identify, document, escalate, and address performance or conduct issues.

• Create and execute performance improvement plans and progressive disciplinary procedures.

• Perform phone, chat, and text audits as well as live or virtual desk monitoring.

• Track utilization, quality metrics, productivity, compliance, and data integrity.

• Produce performance reports using Nice and Salesforce.

• Facilitate administrative and service-specific training for Hotline Counselor staff.

• Lead communications for the Hotline, operational updates, meetings, and foster cross-functional relationships.

• Ensure real-time operational availability and maintain service continuity during high-demand or critical situations.

• Provide direct live text, phone, and web chat support to individuals seeking help.

• Engage in continuous quality enhancement, protocol, process, data, and tool development initiatives.

• Participate in rotating weekend coverage, on-call duties, emergency escalation, and occasional in-person meetings.

⛳️ Requirements

• Bachelor’s degree is required; Master’s degree is preferred.

• Required licensure as a state-licensed mental health clinician or licensed healthcare professional, or certification as a state or nationally certified Doula, Lactation Consultant, Childbirth Educator, or Peer Specialist.

• At least five years of professional experience in mental health services.

• Skilled in delivering instructional training in both in-person and virtual formats.

• Competent in workforce and scheduling management.

• Ability to work collaboratively with multidisciplinary teams in a fast-paced remote setting.

• Foundational supervisory skills for overseeing Hotline Counselors and Shift Leads.

• Successful completion and clearance of a Non–Sensitive Tier II - Moderate Check and Clearance background investigation conducted by HHS/HRSA.

• Capability to maintain state licensure or professional certification in good standing.

• Flexibility to work both standard and non-standard hours, including regular weekend shifts.

• Proficient in providing performance feedback, operational competency evaluations, and implementing progressive disciplinary measures.

• Ability to manage personnel within a 24/7 remote asynchronous framework and maintain emergency on-call readiness.

• Capable of working independently and fulfilling responsibilities within established guidelines.

• High-speed internet: a minimum of 100 Mbps for a single remote user; 150 Mbps for up to 5 household users without streaming/gaming; or 200+ Mbps for multiple users, concurrent live feeds, or extensive streaming.

• A private, quiet, secure workspace that complies with HIPAA privacy and confidentiality standards.

• Ability to safely perform essential job functions, including sitting, standing, walking, speaking, hearing, extensive computer use, keyboarding, and reading a computer screen.

🏝️ Benefits

• A strong commitment to cultivating a culture where everyone is respected, valued, and supported.

• A fully remote, asynchronous work environment.

• Continuous professional development opportunities.

• Medical, dental, and vision insurance coverage.

• Generous paid time off, including two weeks of vacation, holidays, sick leave, and three personal days.

• Inclusive parental leave of twelve weeks.

• Resources available to assist with balancing family responsibilities.

• Comprehensive retirement plan option with an organization-provided match.