Lifeline Weekend Supervisor

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

📋 Description

• Oversee a team of Call Takers, ensuring that each member undergoes regular performance evaluations, complies with policies, protocols, quality standards, and best practices, and engages in continuous training and professional growth.

• Perform call monitoring on each shift to guarantee quality assurance and enhance performance.

• Ensure that safety assessment questions are posed during all interactions and that imminent risk assessments are carried out when necessary.

• Offer support and guidance to Lifeline staff, assisting in responses to moderate and high-risk calls, connecting callers to further resources including emergency services as needed, de-escalating crisis situations, and conducting debriefs with staff following challenging calls.

• Ensure the seamless operation of the Lifeline during each shift, including effective technology, adequate staffing, and smooth call flow.

• Conduct call monitoring to verify that Call Takers are delivering quality support, compassionate care, adhering to safety standards, and following policies and procedures.

• Provide immediate feedback to Call Takers regarding their performance, document any concerns, and collaborate with the Lifeline Management Team to enhance quality.

• Conduct follow-up calls as necessary to individuals who have contacted the Lifeline to assess safety and offer further support and resources.

• Assist Lifeline staff in handling incoming calls when required, providing emotional support, information, and referrals to callers who may be experiencing emotional crises or considering self-harm or suicide.

• Maintain regular communication with other Lifeline staff (Lifeline Management Team) concerning operations, Call Taker performance, and overall quality.

• Aid in the training of new Lifeline staff by offering mentorship and coaching.

• Participate in weekly to monthly team meetings to share experiences as Call Takers, debrief on calls, receive professional development, and engage in a learning community.

• Comply with all Family Services policies, procedures, best practices, and those mandated by our accreditation through the International Council for Helplines, National Suicide Prevention Lifeline, and the Department of Public Health.

• Undertake other responsibilities as assigned.

⛳️ Requirements

• A minimum of a bachelor’s degree or equivalent experience in behavioral health, suicide prevention, crisis response, emergency services, or a related field.

• One year of supervisory experience is preferred (previous hotline supervisory or project coordination experience may be accepted as a substitute).

• Proficient in technology, including computer and internet skills, smartphones, and databases.

• Excellent interpersonal skills, including strong communication abilities and the capacity to provide coaching, mentoring, and feedback to colleagues while collaborating with other service providers.

• Ability to maintain composure in high-stress situations and respond calmly and appropriately during crises.

• Highly motivated, energetic, resilient, and goal-oriented to achieve desired outcomes.

• Capability to work independently while exercising sound judgment.

• Ability to problem-solve and troubleshoot in a fast-paced, evolving remote work environment.

• A desire to assist others, show compassion, and uphold confidentiality is essential.

• Understanding of laws and regulations related to physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements.

• Knowledge of the contractual obligations of the Lifeline.

🏝️ Benefits

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