Hotline Services Manager

Essential Duties & Responsibilities

Postpartum Support International (PSI) works to promote awareness, prevention, and treatment of mental health issues related to pregnancy, postpartum, and perinatal loss. PSI operates the National Maternal Mental Health Hotline, a 24/7 hotline federally-funded by the Health Resources and Services Administration (HRSA).

PSI is a 501c3 not-for-profit organization that disseminates information and resources through its direct family services, website, online support groups, trainings, chapters, and annual conference.

The Hotline Services Manager provides leadership of the Services and Clinical team of the Hotline, ensuring the Hotline optimal efficiency in service delivery via members of the counseling, clinical, technological, and coordination teams. The Hotline Services Manager leads in the recruitment, onboarding, training, and development of the Hotline Counselors, ensuring the active maintenance and development of policies, processes, and protocols to support optional service delivery. Additionally, the Manager leads the development, review, and maintenance of the operational schedule in alignment with project commitments, contractual obligations, budgets, and best practices.

Specific Activities include:

Hotline Services & Training/Development (50%)

• Provide leadership and development to the Hotline Counselor team, managing their day-to-day service needs and supporting the workflows through the process of the universal team.
• Supervise employees in their daily activities, including but not limited to setting priorities and performance goals, assigning and directing their daily tasks and work, tracking and ensuring productivity and work quality.
• Implement timely and thorough policies, procedures, processes, and protocols as needed and requested in alignment with the National Maternal Mental Health contract and goals and Postpartum Support International’s values.
• Lead the development, management, and maintenance of the Hotline’s operational schedule, ensuring the schedule is compliant with the contract, commitments, and budget. This includes but is not limited to understanding the methodical mapping, calculations, and understanding of key indicators such as SLA, ASA, handling time, and volume in the development process.
• Identify and update areas of training and support for individual counselors, as well as the Services/Clinical functional team at-large.
• Manage recruitment, hiring, and supervision for the Hotline Services/Clinical team, leading the orientation, onboarding, and training of all team members, and ensuring the completion of all required training in alignment with compliance and commitments of the Hotline.
• Approve and disapproving work schedules and timesheets, approving and disapproving vacation requests.
• Lead the development of remediation/performance improvement plans with Hotline Services/Clinical team members; initiate plans, corrective actions, and disciplinary warnings independently.
• Conduct 1:1 supervision (management) with Hotline Counselors and additional Services/Clinical team members, utilizing reflective supervision approaches to share learnings and discuss opportunities.

Reporting & Quality Practices (35%)

• Provide ad hoc reports or requests in a timely manner to support requests and ask for contractual obligation.
• Conduct documentation and call/text monitoring for quality improvement, utilizing evidence-based quality improvement measures for the National Maternal Mental Health Hotline.
• Support the completion of detailed reports (Internal Report, Monthly Data Report, Evaluation Plan & Report) highlighting key performance metrics, activities, successes/challenges, and promising practices for all counselors and the Services/Clinical team as needed or requested.
• Generate reports in Nice and Salesforce to review and monitor the Services/Clinical team performance in alignment with Hotline compliance requirements; provide data and information as needed or requested to support collaboration across the Core team.
• Manage the weekly review and mitigation (analysis and recommendations) of Hotline Services/Clinical team incident reporting and grievance reporting; providing routine updates to the leadership team.
• Manage the weekly telecommunication and data collection systems audit review and logging process, ensuring the routing completion of the audit and log and initiating promising practices or corrective actions in the knowledge of risk.

Hotline Communications (15%)

• Participate in all Hotline required meetings (Leadership, Core, Quality Improvement, Strategy Sessions/Workgroups, and Trend Data Review, etc.) as invited and scheduled.
• Develop, foster, and maintain strong working relationships with Hotline staff, committees, boards, as well as external organizations and institutions to pursue the NMMHH’s engagement-focused initiatives, meet project goals and timelines, and review work products.
• Provide regular updates to Hotline Executive Staff and Leadership.
• Respond timely to requests from Project Director, Associate Program Manager, and HRSA Project Leads/Team in the form of requests, reports, data collection, or quality improvement activities.

Education and/or Work Experience Requirements

• Bachelor’s required, master’s degree preferred in a field related to mental health, public health, or social services;
• A minimum of four (4) years experience managing and staffing a hotline in a related mental/public health hotline, call center, or crisis line.
• A minimum of four (4) experience supporting business operations, objectives, and teams.
• Strong written and oral communication skills, public speaking ability.
• Demonstrated ability to oversee and collaborate with staff.

Additional Eligibility Qualifications

• Excellent verbal and written communication skills, including ability to effectively communicate with help seekers and NMMHH administrative team members;
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude, and sensitive demeanor;
• Must be able to multi-task and handle potentially unpredictable and high acuity situations;
• Can adapt to immediate changes in policies and procedures;
• Must be able to communicate effectively and be a team player;
• Must be able to commit to the Postpartum Support International vision and be passionate about its mission;
• Ability to work flexible traditional and non-traditional hours and be responsive in emergency events;
• Ability to work independently and to carry out assignments to completion within parameters of instructions given prescribed routines, and standard accepted practices;
• High Internet speed (100 mbps for ONE home remote user, 150 mbps for one home remote user and up to 4 additional users (no gaming), 200+ mbps if multiple users or any cloud gaming, you tube, social media (and social media gaming) / streaming. If another member of the household is learning or working remotely, the requirement is either 150 or 200 based on how much live feeds / streaming is included.)
• Must utilize a quiet and secure office space for privacy and confidentiality.
• While this role is predominantly a remote position, travel and in-person meeting attendance is required up to two times per year for internal PSI meetings, and as needed for contractually essential stakeholder engagements (estimated no more than twice per year).
• Key personnel or their back-ups are expected to be available by mobile phone 24 hours a day, seven (7) days a week for response coordination and oversight to continuity of operations during emergencies.

Benefits

• Two (2) weeks paid vacation (after 90 days employment)
• PTO
• 12 Paid Holidays
• 12 weeks paid parental leave
• Medical, Dental, and Vision Insurance
• Professional development assistance
• Retirement plan option

Physical Requirements

• Ability to safely and successfully perform the essential job functions consistent with the ADA, and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards;
• Required to sit, stand, walk, speak and hear while performing the duties of this job, regularly. The position requires extensive computer use so the employee must have sufficient hand dexterity to use a computer keyboard and be capable of reading a computer screen.

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• On call
• Weekends as needed

Application Question(s):

• Do you live in the United States or US territory?
• Do you have a consistent, reliable, and strong internet connection in your home/office?

Education:

• Bachelor's (Preferred)

Experience:

• hotline or warmline: 4 years (Required)
• overseeing business operations, objectives, and teams.: 4 years (Required)

Language:

• English (Required)
• Spanish (Preferred)

Work Location: Remote