[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.
• 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.

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.

Benefits

• This is a part time, non-exempt position with a pay range $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 serve children, youth, and adults.