Overnight Hotline Services Supervisor

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

📋 Description

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

• Offer administrative oversight, direction, coaching, and skill enhancement to Hotline Counselors and Shift Leads.

• Handle operational schedules, workforce management, performance objectives, timesheets, and leave requests.

• Recognize, document, address, and escalate any performance or conduct issues.

• Create and oversee performance improvement strategies, corrective measures, and progressive disciplinary procedures.

• Perform audits on phone, chat, and text communications, along with live and virtual desk monitoring and quality assessments.

• Track utilization, metrics, performance standards, productivity, and data integrity.

• Compile reports using Nice and Salesforce.

• Provide administrative training, create service-specific training programs, and guide staff on protocols and best practices.

• Facilitate Hotline communications, announcements, meetings, and build cross-organizational partnerships.

• Ensure real-time operational readiness and support service continuity during peak or high-acuity times.

• Deliver frontline support via phone, text, and web chat to individuals seeking assistance.

• Engage in continuous quality improvement, data collection, protocol development, and tool refinement.

• Work an eight-hour overnight shift with weekend rotations and be available for on-call duties.

⛳️ Requirements

• A Bachelor’s degree is mandatory; a Master’s degree is preferred.

• State licensure as a mental health clinician or healthcare professional is required, or certification as a state or nationally recognized Doula, Lactation Consultant, Childbirth Educator, or Peer Specialist.

• Proven ability to deliver instructional training both in-person and online.

• Expertise in workforce and schedule management, evaluation of schedules, optimization of assignments, and operational best practices.

• Capacity to work collaboratively with multidisciplinary teams in a dynamic remote setting.

• A minimum of five years of professional experience in mental health services.

• Foundational supervisory skills necessary for managing 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.

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

• Capability to perform effectively in high-pressure situations and adhere to strict deadlines.

• Familiarity with standard operational procedures at various organizational administrative levels.

• Strong analytical skills and data-driven problem-solving abilities.

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

• Proficient in providing performance feedback, competency assessments, and implementing progressive disciplinary actions.

• Ability to manage staff in a 24/7 remote asynchronous environment and maintain emergency on-call readiness.

• Capacity to work independently within established guidelines and professional standards.

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

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

• Ability to meet physical and productivity demands, including extensive computer usage and sufficient manual dexterity.

• Capability to sit, stand, walk, speak, and hear on a regular basis.

🏝️ Benefits

• A fully remote and asynchronous working environment.

• Continuous professional development opportunities.

• Medical, dental, and vision insurance coverage.

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

• Inclusive parental leave lasting twelve weeks.

• Resources available to assist with balancing family responsibilities.

• Comprehensive retirement plan option with an organizational match.

• A culture that emphasizes respect, value, and support.

• Opportunity for travel and attendance at in-person meetings up to two times a year for internal PSI meetings and essential stakeholder engagements.