Description

Want to make a difference? Come be a part of the amazing work EveryMind is accomplishing! 

EveryMind is hiring a Senior Hotline Clinical Manager to join our Hotline team. This role is responsible for providing clinical oversight and expertise to the Hotline and ServingTogether Departments including supervising the Hotline Quality Assurance Team, reviewing and approving Hotline training content, program policies and procedures, reviewing complex cases in both Hotline and ServingTogether.

The EveryMind Hotline provides supportive listening and crisis support for visitors experiencing mental health challenges in Montgomery County, across Maryland, and across the United States. Due to the nature of the interactions on the Hotline and the content that is handled in the program, anyone who has a history of trauma or suicidality could be at risk of being triggered or re-traumatized. This is especially true for people who have experienced these issues within the past 12 months and therefore we do not recommend Hotline work if for anyone who has recent experience with trauma

Schedule Structure: Hybrid, 9am-5pm M-F with some flexibility.

Work Site: EveryMind Twinbrook Office

Why Join EveryMind? 

EveryMind is a growing private independent nonprofit organization with 160 employees across 20 locations. We have served the community for almost 65 years by strengthening communities and empowering individuals to reach optimal mental wellness. We were recognized as a Top Place to work in Montgomery County, Maryland by Bethesda Magazine. EveryMind is consistently recognized for being an excellent place to work, offering a positive workplace culture and a competitive compensation package that is meant to provide a great lifework balance.

Our competitive compensation package includes:

• A Competitive Compensation Package
• Medical, dental, and vision insurance options 
• 401K matching benefit
• Highly Generous Leave Schedule (Vacation, Sick, Wellness Days, Holidays, Birthday leave, and much more) 
• Professional Development and Growth Opportunities 
• Employee Assistance Program
• Flexible Schedule
• Referral Bonus Program
• Employee Discount Program
• A Great Place to Work

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

1. Oversee Hotline Quality Assurance Team including overseeing programmatic approach to quality assurance as well as providing clinical expertise and guidance to establish and update quality of service metrics and expectations.
2. Support Hotline Quality Assurance Manager in establishing regular internal auditing cycle and aligning it with external audits conducted by national service administrator,
3. Support Hotline Quality Assurance Manager in building and implementing quality assurance technology tools to increase QA transparency for Crisis Hotline Counselors and streamline processes. For example, digital interaction scorecards or automated analysis of interaction key terms and sentiments.
4. Develop and oversee Substance Use Care Navigation process and provide direct supervision to Substance Use Care Navigators.
5. Collaborate with Hotline Operations Manager to ensure substance use care navigation services are coordinated with direct service protocols.
6. Provide case review and group supervision sessions for Hotline Counselors and Serving Together staff, providing direct services visitors connected to the military community.
7. Provide ongoing review of Hotline training content for new and tenured Crisis Hotline Counselors to ensure it is up to date and reflects trends in the field of suicide prevention as well as community, local, state, and national needs in mental health crisis support.
8. Facilitate monthly meetings, as needed, for Hotline Supervisors to debrief challenging calls/chats/texts and provide evidence-based best practices to equip the team to best support frontline services.
9. Support Hotline operations by reviewing existing and new service implementation protocols to ensure clinical appropriateness.
10. Review Hotline resources and template language to ensure materials shared with visitors to the Hotline are clinically sound.
11. Review complex interactions on the Hotline and provide guidance to Hotline Supervisors and Crisis Hotline Counselors as needed.
12. Serve as subject matter expert for EveryMind education materials related to crisis services and suicide prevention.
13. Remain up to date on evidence-based and other best practices on mental wellness, suicide, and other crisis and suicide prevention and intervention. Maintain strong knowledge base as subject matter expert.
14. Other duties as assigned.

Supervision to be Exercised:

Direct supervisor of one Hotline Quality Assurance Manager and two Substance Use Care Navigators. Indirect supervisor of one Hotline Quality Assurance Analyst. Clinical supervision and guidance to Hotline Team Supervisors and Crisis Hotline Counselors.

Supervision to be Received:

Receive supervision from Director, Hotline.

Qualifications

Education:

• Master’s degree in social work, counseling, or other human services field.
• Graduate level licensure past or current, in social work, counseling, or other human services field required.
•  Related licensure preferred.

Experience:

• Minimum of 5 years working in crisis situations and working with individuals with mental illness and/or experiencing suicidal ideation or other crises.
• Minimum of 3 years experience directly supervising staff. Knowledge and subject matter expertise on crisis/suicide prevention and intervention required.
• Experience in a hotline or call center setting preferred.

Skills:

Knowledge of best practices on mental health, suicide, and other crisis/suicide prevention and intervention. Strong written and verbal communication skills. Strong training/presentation and public-speaking skills. Effective project management skills. Ability to identify clinical gaps in service protocols or training content with demonstrated skills to design and implement solutions.

Abilities:

Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including CEO, board members, volunteers, paid staff, media, and donors. Ability to express ideas with clarity, confidence, and sensitivity. Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines. Familiarity with working and hiring interns and volunteers. Able to supervise multiple people.

Physical and Emotional Demands

The physical and emotional demands described here represent those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this job's duties, the employee is frequently required to stand, walk, sit, use hands to finger dexterity, handle with hands and arms, climb stairs, balance, kneel, crouch, or talk and hear. The employee must be able to lift and/or move up to 35 pounds frequently. The job's specific vision abilities include close vision, distance vision, and the ability to adjust focus.

Due to the nature of the interactions on the Hotline and the content that is handled in the program, anyone who has a history of trauma or suicidality could be at risk of being triggered or re-traumatized. This is especially true for people who have experienced these issues within the past 12 months and therefore we do not recommend Hotline work if their experience is so recent. 

*Please note, only complete applications including responses to all application questions will be considered at this time. Thank you.