Lifeline Supervisor

Job not on LinkedIn

🕒 July 17

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $23 - $26 / hour

⏱ Part Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 38%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Family Services of the Merrimack Valley

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1854

🏥 Healthcare

💼 Consulting

🤝 Non-profit

Healthcare • Consulting • Non-profit

Family Services of the Merrimack Valley is a non-profit social service organization based in Lawrence, Massachusetts that has served the northeastern region since 1854. It provides more than 20 programs reaching over 5,000 people annually, with services focused on youth development, parent education, mental health and wellness, child advocacy (CASA), crisis support (988 Lifeline and Samaritans), and community trainings. The organization relies on donors, volunteers, and staff to deliver programs and host fundraising and awareness events.

📋 Description

• Supervise a team of Call Takers and ensure adherence to policies, protocols, quality standards, and best practices • Conduct call monitoring on each shift for quality assurance and performance improvement • Ensure safety assessments and imminent-risk assessments are conducted as indicated • Support staff responding to moderate- and high-risk calls, connect callers with resources and emergency services, de-escalate crises, and debrief staff • Ensure smooth Lifeline operations, including technology, staffing, and call flow • Provide immediate performance feedback, document concerns, and collaborate with the Lifeline Management Team on quality improvement • Conduct follow-up calls to check safety and provide additional support and resources • Answer incoming calls as needed and provide emotional support, information, and referrals to callers in crisis • Communicate with Lifeline staff regarding operations, performance, and quality • Assist with training new Lifeline staff through mentoring and coaching • Participate in weekly to monthly team meetings, debriefings, professional development, and the learning community • Adhere to Family Services policies and procedures and applicable accreditation and Department of Public Health standards • Complete other responsibilities as assigned

🎯 Requirements

• Minimum of a bachelor’s degree or equivalent experience in behavioral health, suicide prevention, crisis response, emergency services, or a related field • One year’s experience in a 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, communication, coaching, mentoring, feedback, and collaboration abilities • Ability to maintain composure and respond calmly in high-stress crisis situations • Ability to work independently and exercise 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 • Understanding of laws and regulations surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements • Understanding of the contractual obligations of the Lifeline • Must reside in Massachusetts • Availability for required classroom sessions and completion of all training requirements • Successful completion of mock crisis call evaluations before independently answering calls • Minimum scores of 80% on each 988 Lifeline Learning module assessment

🏖️ Benefits

• An opportunity to work with and learn from a team of dedicated, passionate individuals in a diverse environment • Professional development and ongoing training • Approximately six weeks of paid? training is not explicitly stated as paid, so not included