Hotline Operations Manager

2 weeks ago

Oakton, Virginia, United States HopeLink Behavioral Health Full time
Job Summary

We are seeking a highly skilled and experienced National Hotline Shift Supervisor to join our team at HopeLink Behavioral Health. As a key member of our crisis services team, you will be responsible for overseeing the operations of our national 988 Suicide and Crisis Helpline during your designated shift.

Key Responsibilities
  • Develop and implement effective break and meal schedules to ensure optimal coverage of hotline services.
  • Maintain accurate documentation of shift anomalies, including call outs and service interruptions.
  • Ensure all scheduled crisis workers are properly trained and equipped to handle calls.
  • Review call documentation for quality assurance and provide feedback to crisis workers.
  • Collaborate with supervisors across services to ensure timely follow-up contacts are assigned and completed.
  • Provide support and guidance to crisis workers on difficult calls, including emergency interventions.
Supervision of Crisis Workers
  • Attend regular staff meetings to ensure critical updates are delivered to crisis workers.
  • Maintain regular supervision of all assigned direct reports, including biweekly or monthly check-ins.
  • Ensure crisis workers attend process groups at least once monthly.
  • Provide guidance and coaching on workforce and personnel issues, including redirection to policy and procedure manuals.
Additional Responsibilities
  • Supervisors are required to provide a minimum of 5 hours of direct hotline service to maintain skill development in crisis counseling.
  • Complete annual compliance trainings, including HopeLink and Vibrant.
Requirements
  • Bachelor's degree in Social Services, Psychology, Community, Public Health, or Human Services.
  • Ability to attend all training dates without conflict and successfully complete mandatory Crisis Services Training.
  • Excellent written and oral communication skills, with ability to articulate and be easily understood over chat and text-based communications.
  • Strong computer skills within various software, including Microsoft 365.
  • Proficient typing skills.
  • Demonstrated knowledge and ability to make sound decisions under pressure, with a solid support system and capacity to hold others' emotions.
  • Secure access to reliable, hardwired internet, a desktop or laptop computer that can utilize Zoom, Teams, and web browser simultaneously.
  • Must maintain a confidential workspace.
  • High degree of empathy toward clients.
  • Demonstrated knowledge of distress tolerance and coping skills.
  • Weekend and holiday availability required.
Working at HopeLink Behavioral Health

We are a recognized leader in behavioral health, crisis intervention, and suicide prevention services. Our vision is to change and save lives in our community by empowering hope, safety, recovery, wellness, independence, and community integration. We are committed to diversity, equity, and inclusion, and are an equal opportunity employer.

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