[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. Lifeline Supervisors are responsible for overseeing a team of Call Takers, monitoring Lifeline calls, facilitating response to imminent risk calls, ensuring the accurate collection of statistical and narrative data, and supporting the Lifeline Management Team in implementing policies, quality standards, and best practices.

Duties and Responsibilities

• Supervise a team of Call Takers, ensuring each member receives regular performance appraisals, adheres 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.

Qualifications

• 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.
• One year’s experience in Supervisor position preferred (previous hotline supervisory experience, or project coordination experience may be substituted).
• 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.

Requirements

• 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.
• One year’s experience in Supervisor position preferred (previous hotline supervisory experience, or project coordination experience may be substituted).
• 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.

Training Requirements

New supervisors complete approximately six weeks of training before independently supervising shifts. Training includes:

• Week 1: Four self-paced 988 Lifeline Learning modules, with a minimum score of 80% on each assessment, and a 45-minute HR orientation within three days of the start date.
• Week 2: Virtual classroom training on Tuesday and Thursday, 10 a.m.–1 p.m.; 20 hours of scheduled observation; and required Massachusetts DPH trainings.
• Mock calls: Successful completion of mock crisis call evaluations before independently answering calls.
• Weeks 3–4: At least two weeks of independent call taking before beginning supervisor-specific training.
• Weeks 5–6: Virtual supervisor classroom training on Tuesday and Wednesday of Week 5, 10 a.m.–1 p.m., and 12 hours of scheduled peer mentoring.

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 that serves children, youth, and adults.