Director of Helpline Workforce

Growing nonprofit in downtown Boston seeks a Director of Helpline Workforce to manage and lead their Crisis Helpline Workforce. This organization serves the mental wellness space and has an incredible mission.

Company: This organization provides prevention, intervention, and postvention services that make our communities healthier and happier, and reduces the stigma associated with suicide and mental health concerns. They provide a working environment that celebrates the positive lifesaving work that occurs there each and every day

Hours/Schedule: Full-time, 40 hour week

Benefits: Competitive benefits including health/dental/vision and 401 K, with employer match. Additional benefits include employee assistance programs, Healthcare FSA and Childcare DCA, annual professional development budget, and life insurance.

Job Type: Direct

Location Requirements: Hybrid, 2 days in Boston based office

Rate: Annual Salary ranging from $92,000 – $105,000/annually based on experience

Job Description:

In collaboration with the Senior Director of Crisis Programs, the Director of Helpline Workforce will lead and manage the Crisis Helpline Workforce in recruitment, hiring and supervision of the Helpline Workforce. This requires reviewing performance metrics to ensure high quality helpline service and increased answer rate of helpline calls, as well as meeting annual qualitative and quantitative goals to fulfill the agency’s mission to prevent suicide and offer hope and support to those affected.

Responsibilities:

Workforce Leadership & Supervision –

• Perform managerial duties to include approving time sheets, conducting performance appraisals and developing higher levels of expertise in team members by encouraging further education, participation in seminars and providing learning opportunities in the suicide prevention and mental health fields
• Regularly conducts group and individual supervision meetings to support team development and performance
• Ensures full capacity 24/7 crisis center operations by assigning staff and volunteers to shifts based on call volume

Recruitment, Retention, & HR Practices –

• Uses best practices in interviewing and assessment to select and retain the departments's consistent and high performers
• Implements flexible and supportive management practices that foster feedback and open communication Recruitment, Retention, & HR Practices –

Training & Quality Assurance –

• Identifies staff training needs and ensures development and implementation of programs that address needs
• In collaboration with the Senior Director of Crisis Programs, ensure all procedures are implemented per ICH standards and 988 Suicide & Crisis Lifeline contract standards
• Covers helpline shifts as needed to maintain service continuity

Reporting & Compliance –

• Ensures timely and accurate submission of internal and external reports
• Monitors call center ensuring scheduled volunteer & staff shift compliance

Qualifications:

• Minimum of four years of professional and managerial experience in the mental health field preferred
• Required experience managing large teams in high stakes environments
• Knowledge of the field of suicide and suicide prevention, preferred
• Familiarity and experience with helpline operations and metrics
• Experience preferred in Salesforce; proficiency in Word, Excel, PowerPoint required
• Strong background with HR practices related to hiring, effective supervision, and disciplinary action
• Must be able to evaluate problems accurately and resolve conflict by displaying good, sound judgment
• Ability to work with sensitive information and maintain confidentiality
• Ability to work both independently and collaboratively as a team player
• Strong communication skills, including the ability to make effective and persuasive presentations
• Adept at interacting with others in person, over the phone, on zoom, or via email

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