Director of Helpline Workforce Job at FlexProfessionals (Boston)

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.

Job Responsibility

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

Requirements

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

What we offer

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

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Director of Helpline Workforce

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