HelpLine Quality Assurance Specialist, English

🔥 12 hours ago

🌲 Oregon – Remote

🌲 Oregon – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 QA Engineer (Quality Assurance)

👻 Ghost score 10%

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Postpartum Support International

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1987

🤝 Non-profit

🏥 Healthcare

📚 Education

Non-profit • Healthcare • Education

Postpartum Support International is a non-profit organization dedicated to perinatal and postpartum mental health. PSI provides direct peer support (including a multilingual helpline and online support groups), a provider directory, specialized resources for families (in English, Spanish and other languages), and an app for connecting to services. It also trains professionals, offers perinatal mental health certification (PMH-C), operates a psychiatric consultation program, promotes research and advocacy (e. g. , Mind the Gap initiative), and organizes conferences and public-awareness campaigns to advance maternal mental health.

📋 Description

• Conduct case reviews of English HelpLine calls and texts for quality, consistency, support, and policy adherence • Identify problematic, positive, and learning-oriented interactions and forward them to the HelpLine Manager • Provide constructive volunteer feedback and support volunteer development • Collaborate with Support Navigator and Lived Experience Specialist program staff • Provide peer support, education, empathy, and resource referrals to help seekers • Respond to requests via iCarol when local Support Navigators are unavailable • Document follow-up attempts and communications in iCarol • Research and consult with local/state coordinators to make appropriate referrals • Review and triage iCarol forms and reassign Follow Up Activities when needed • Attend weekly Support Navigator Program Team meetings • Respond to voicemails and text conversations with timeliness and compassion • Offer emotional support, validation, and resource options aligned with PSI’s peer support model • Monitor HelpLine voicemail and text queues during surges and meet response expectations • Escalate safety concerns and crisis-level needs appropriately, including use of resources such as 988 • Complete accurate iCarol Contact Forms and maintain key-field accuracy • Communicate proactively via Slack and participate in a collaborative team-based support approach

🎯 Requirements

• English HelpLine quality assurance and volunteer support experience implied by the role; specific qualifications are not stated • Ability to provide unbiased, nonjudgmental perinatal mental health peer support, education, empathy, and resource referrals • Ability to recognize suicide risk, safety concerns, and crisis-level needs and provide appropriate resources • Ability to work within a non-clinical, non-crisis scope and use internal escalation pathways • Ability to conduct calls and texts in a private, distraction-free environment using headphones/headset • Ability to use approved PSI systems and platforms, including iCarol and Slack • Ability to complete accurate and thorough iCarol Contact Forms • English-language HelpLine coverage, including at least 2 weekly shifts