Hotline Services Supervisor

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🔥 0 minutes ago

🌲 Oregon – Remote

🌲 Oregon – Remote

💵 $76k - $82k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

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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

• Oversee quality assurance and evaluate Hotline Counselor performance • Provide administrative supervision, guidance, coaching, and skill development to Hotline Counselors and Shift Leads • Manage operational schedules, workforce management, performance goals, timesheets, and time-off requests • Identify, document, escalate, and remediate performance or conduct concerns • Develop and implement performance improvement plans and progressive disciplinary processes • Conduct phone, chat, and text audits and live or virtual desk monitoring • Monitor utilization, quality metrics, productivity, compliance, and data quality • Generate performance reports in Nice and Salesforce • Conduct administrative and service-specific training for Hotline Counselor staff • Lead Hotline communications, operational updates, meetings, and cross-functional relationships • Maintain real-time operational availability and support service continuity during high-volume or elevated-acuity periods • Provide direct live text, phone, and web chat support to help-seekers • Participate in continuous quality improvement, protocol, process, data, and tool development activities • Participate in rotating weekend coverage, on-call availability, emergency escalation, and occasional in-person meetings

🎯 Requirements

• Bachelor’s degree required; Master’s degree preferred • Required licensure as a state-licensed mental health clinician or licensed healthcare professional, or certification as a state or nationally certified Doula, Lactation Consultant, Childbirth Educator, or Peer Specialist • Minimum five years of professional experience within mental health services • Proficiency delivering instructional training in in-person and virtual modalities • Competency in workforce and schedule management • Ability to collaborate with multidisciplinary personnel in a fast-paced remote environment • Foundational supervisory competencies for overseeing Hotline Counselors and Shift Leads • Successful completion and clearance of a Non–Sensitive Tier II - Moderate Check and Clearance background investigation administered by HHS/HRSA • Ability to maintain state licensure or professional certification in good standing • Ability to work flexible standard and non-standard schedules, including regular weekend coverage • Proficiency in performance feedback, operational competency evaluation, and progressive disciplinary actions • Ability to manage personnel in a 24/7 remote asynchronous model and maintain emergency on-call availability • Ability to work independently and complete duties within established guidelines • High-speed internet: minimum 100 Mbps for a single remote user; 150 Mbps for up to 5 household users without streaming/gaming; or 200+ Mbps for multiple users, concurrent live feeds, or extensive streaming • Private, quiet, secure dedicated workspace compliant with HIPAA privacy and confidentiality regulations • Ability to safely perform essential job functions, including sitting, standing, walking, speaking, hearing, extensive computer use, keyboarding, and reading a computer screen

🏖️ Benefits

• A deep commitment to fostering a culture where everyone feels respected, valued, and supported • A fully remote, asynchronous work environment • Ongoing professional development opportunities • Medical, dental, and vision coverage • Generous paid time off, including vacation (two weeks), holidays, sick leave, and personal days (three) • Inclusive parental leave (twelve weeks) • Resources to help balance family responsibilities • Comprehensive retirement plan option with an organization-provided match