[Hiring] Lifeline Supervisor @Family Services of the Merrimack Valley

Role Description

The Lifeline Supervisors are responsible for smooth operations and effective services provided during scheduled shifts on Family Services of the Merrimack Valley’s (FSMV) 24/7 Suicide & Crisis Lifeline.

• Oversee a team of Call Takers.
• Monitor Lifeline calls and facilitate response to imminent risk calls.
• Ensure accurate collection of statistical and narrative data.
• Support the Lifeline Management Team in implementing policies, quality standards, and best practices.

Duties and Responsibilities:

• Supervise a team of Call Takers, ensuring regular performance appraisals and adherence to policies, protocols, quality standards, and best practices.
• Conduct call monitoring 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 with moderate and high-risk calls.
• Connect callers to additional resources including emergency services as needed.
• De-escalate crisis situations and debrief with staff after difficult calls.
• Assure smooth operations of the Lifeline during each shift.
• Provide immediate feedback to Call Takers on performance.
• Conduct follow-up calls to individuals who have called the Lifeline.
• Assist Lifeline staff in answering incoming calls as needed.
• Communicate frequently with other Lifeline staff regarding operations and call taker performance.
• Assist in training new Lifeline staff by providing mentoring and coaching.
• Participate in team meetings to discuss shared experiences and receive professional development.
• Adhere to all Family Services policies, procedures, and best practices.
• Other responsibilities as assigned.

Qualifications

• Minimum of a bachelor’s degree or equivalent experience in behavioral health, suicide prevention, crisis response, emergency services, or related field.
• One year’s experience in a Supervisor position preferred.
• Proficient with technology, including computer and internet skills, smartphones, and databases.
• Excellent interpersonal skills, strong communication, and ability to provide coaching and mentoring.
• Maintain composure in high-stress situations.
• Highly motivated, energetic, resilient, and target-driven.
• Ability to work independently while exercising good judgment.
• Ability to problem-solve and troubleshoot in a fast-paced environment.
• Desire to help others, display compassion, and maintain confidentiality.
• Understanding of laws and regulations surrounding abuse and legal reporting requirements.
• Understanding of the contractual obligations of the Lifeline.

Requirements

• Minimum of a bachelor’s degree or equivalent experience in behavioral health, suicide prevention, crisis response, emergency services, or related field.
• One year’s experience in a Supervisor position preferred.
• Proficient with technology, including computer and internet skills, smartphones, and databases.
• Excellent interpersonal skills, strong communication, and ability to provide coaching and mentoring.
• Maintain composure in high-stress situations.
• Highly motivated, energetic, resilient, and target-driven.
• Ability to work independently while exercising good judgment.
• Ability to problem-solve and troubleshoot in a fast-paced environment.
• Desire to help others, display compassion, and maintain confidentiality.
• Understanding of laws and regulations surrounding abuse and legal reporting requirements.
• Understanding of the contractual obligations of the Lifeline.

Benefits

• This is a part-time, non-exempt position with a pay range of $23.50-$26.00 per hour, commensurate upon experience.
• An opportunity to work with and learn from a team of dedicated, passionate individuals in a diverse environment.