Hotline Team Supervisor

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

EveryMind is not just a name; it’s a catalyst for change. We believe in the inherent value and potential of every individual, every mind. With a commitment to the building blocks of mental health, we have been strengthening communities and empowering individuals since 1957. Through our direct services, advocacy, and community partnerships, we foster an ecosystem of support that cultivates thriving communities.
 

EveryMind is hiring a Hotine Team Supervisor to join our Hotline Team. 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. These interactions may be related to topics such as suicide, child abuse, sexual assault, intimate partner violence, and other mental health crisis. 

The Hotline Team Supervisor supervises a team of Crisis Hotline Counselors and manages direct service shifts. Manages and directs the activities of Crisis Hotline Counselors who provide visitor support. Responsible for ensuring that resources are utilized efficiently, in accordance with contact center objectives. Collaborate with Hotline leadership team to promote service delivery and quality.

Roles and Responsibilities 

1. Supervise and manage a team of Crisis Hotline Counselors and Sr. Crisis Hotline Counselors

• a. Provide weekly/biweekly/monthly 1:1 supervision meeting.

• b.  Monitor schedule adherence and conduct conversations to ensure that Counselors meet attendance 

• and adherence expectations.

• c.  Work with counselors to develop plans for immediate and long-term performance improvements and 

• career aspirations.

• d. Conduct counselor performance appraisals, including preparation and delivery of corrective 

• action for Counselors when necessary.

• e.  Provide feedback and one-on-one coaching to Counselors to ensure compliance with standards, 

• policies and procedures.

2. Conduct direct service shift supervisor responsibilities at assigned times

• a. Ensure the effective operation of direct service shifts.

• b.  Monitor queues, coverage and Counselors availability; take action according to Hotline policy 

• and protocol

• c.  Ensure that Counselors are conducting scheduled activities (handling interactions, breaks, 

• training, meetings etc.) at the scheduled times

• d. Monitor, manage and report issues about Hotline technologies

• e. Support frontline Counselors, during assigned shift supervision

• f.  Supervise and moderate the Virtual Hotline Room

• g. Answer the On-call Supervisor Phone and Text Line during assigned shifts.

• h. Provide guidance to Counselors during interactions, including high and imminent risk 

• interactions

• i.  Make decision or seek realtime guidance on the best cause of action to take for a visitor based 

• on Hotline values, policies and procedures

• j.  Provide debriefing space for Counselor

• k.  Facilitate timely outreach to emergency services response- 9-1-1, Mobile Crisis, and Child 

• Protection Services when appropriate

• l.  Ensure accurate and timely documentation

3. Facilitate weekly supervision groups.
4.  Work collaboratively with other Hotline Team Supervisors in support of direct services, 
counselors and the department.
5. Work with Hotline’s Training Team to ensure the smooth transition of new Counselors to the 
Operations Team.
6. Proactively problem-solve and provide timely resolution to ensure minimal impact to visitors and 
counselors.
7. Participate in or manage special project activities including drafting and reviewing policies 
and protocols. 8. Attend mandatory meetings, training, and continuing education events. Must complete 12 hours of continuing education per year.9. Handle interactions 2 hours per month (scheduled in advance).
10. Perform other duties as assigned.

Supervision to be exercised:
Supervise team of Crisis Hotline Counselors and provide shift supervision to groups of Crisis Hotline Counselors. Occasional supervision of interns and volunteers.
Supervision to be received:
Reports to Manager, Overnight Hotline Operations.

Minimum Qualifications

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions.

Education

• Bachelor’s degree or equivalent combination of education and work experience.

Experience

• 3 years of crisis experience with increasing responsibility, including mentorship
• 2 years supervisory experience strongly preferred (mentoring experience will be considered)
• 6 months - 1 year call center experience preferred
• Experience conducting performance appraisal and delivering employment coaching preferred

Skills

• Strong interpersonal, coordination, and organizational skills
• Demonstrated ability to think critically and analytically
• Proven ability to organize and clearly communication thoughts and ideas
• Strong written and verbal communication skills
• Customer contact work (e.g., as a contact center agent)
• Computer skills
• Leadership ability
• Ability to identify appropriate resources and make referrals essential
• Database/Microsoft Office proficiency

Abilities

• Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including CEO, board members, clients and family members or caretakers, interns, volunteers, paid staff, and community partners.
• Ability to express ideas with clarity, confidence and sensitivity.
• Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines.
• Must be comfortable working independently in a fast-paced environment and handling crises situations, including suicidal contacts.

Physical and Emotional Demands

The physical 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 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 may not recommend this work if their experience is so recent.

Clearance Requirements:
The employee must pass a criminal background check. Certain job functions may require employee to pass a child sexual abuse and other criminal activity as well as a credit check. All staff providing services to staff or clients, must be free of illegal drugs and abuse of alcohol, and must be fully able to always perform all required duties.

Working Conditions:
The work environment is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must be available to perform the duties of the job during the assigned schedule with some flexibility required. Employees will work mostly on-site but may work some hours remotely with the approval of supervisor.

The employee is also required to travel to different locations. Therefore, the employee must have access to reliable transportation.

Salary : $62,000 - $67,000