Overnight Hotline Services Supervisor

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🌲 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, address, and escalate performance or conduct concerns • Develop and manage performance improvement plans, corrective actions, and progressive disciplinary processes • Conduct phone, chat, and text audits, live and virtual desk monitoring, and quality reviews • Monitor utilization, metrics, performance criteria, productivity, and data quality • Generate reports in Nice and Salesforce • Conduct administrative training, develop service-specific training, and coach staff on protocols and best practices • Lead Hotline communications, announcements, meetings, and cross-organizational relationships • Maintain real-time operational availability and support service continuity during high-volume or elevated-acuity periods • Provide frontline phone, text, and web chat support to help-seekers • Participate in continuous quality improvement, data collection, protocol design, and tool development • Work an eight-hour overnight shift with weekend rotations and on-call availability

🎯 Requirements

• Bachelor’s degree required; Master’s degree preferred • Required licensure as a state-licensed mental health clinician or licensed healthcare professional, or required certification as a state or nationally certified Doula, Lactation Consultant, Childbirth Educator, or Peer Specialist • Demonstrated proficiency delivering instructional training in person and virtually • Competency in workforce and schedule management, schedule evaluation, assignment optimization, and operational best practices • Ability to collaborate with multidisciplinary personnel in a fast-paced remote environment • Minimum five years of professional experience within mental health services • 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 perform effectively under high-pressure conditions and strict deadlines • Familiarity with standard operational procedures across organizational administrative levels • Strong analytical and data-informed problem-solving competencies • Capacity to work standard and non-standard schedules, including regular weekend coverage • Proficiency in performance feedback, 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 within established guidelines and professional standards • 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 meet physical and productivity requirements, including extensive computer use and sufficient hand dexterity • Ability to sit, stand, walk, speak, and hear regularly

🏖️ Benefits

• 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 • Culture focused on respect, value, and support • Travel and in-person meeting attendance up to two times per year for internal PSI meetings and essential stakeholder engagements