Hotline Team Supervisor (Overnight)

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

EveryMind is seeking Full-time Overnight Hotline Team Supervisor. This individual will be responsible for managing regular shifts. Managing and directing the activities of Specialists who provide hotline services. Responsible for ensuring that resources are utilized efficiently, in accordance with contact center objectives and in ways that consistently promote client quality and satisfaction. Responsible for ensuring Specialist support and smooth operations on phone, text, and chat shifts.

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. Due to the nature of the interactions on the Hotline and 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 do not recommend Hotline work if their experience is so recent.

Schedule/Structure: Hybrid, 12am to 6am

Why Join EveryMind?

We have served the community for almost 65 years by strengthening communities and empowering individuals to reach optimal mental wellness. We were recognized as a Top Place to Work by Bethesda Magazine. EveryMind is consistently recognized for being an excellent place to work, offering a positive workplace culture and a competitive compensation package that is meant to provide a great life-work balance.

Our competitive compensation package includes:

• Highly Competitive/ Advanced Base Salary
• Medical, dental, and vision insurance options
• 401K matching benefit
• Highly Generous Leave Schedule (Vacation, Sick, Holidays, Wellness Days, Birthday leave, and much more)
• Pay Increases
• Professional Development and Growth Opportunities
• Employee Assistance Program
• Flexible Schedule
• Referral Bonus Program
• Employee Discount Program

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for development and engagement of assigned employees and ensure they have the necessary tools and information.
• Conduct shift supervisor responsibilities as scheduled
  • Monitor queues and specialist availability; take action according to plan
  • Ensure that specialists are conducting scheduled activities (handling interactions, breaks, training, etc.) at the scheduled times
  • Support logged in specialists regardless of team

• Provide management support to frontline specialists including tech and emergency backup. Facilitate emergency services response- 9-1-1, Mobile Crisis, and Child Protection Services.
• Ensure accurate and timely reporting.
• Monitor schedule adherence and conduct conversations to ensure that Specialists meet attendance and adherence expectations
• Provide feedback and supervision to Hotline Specialists. Conduct coaching and performance appraisals to ensure compliance with policies and procedures, identify opportunities for growth and development, and recognize positive behaviors.
• Work with specialists to develop plans for immediate and long-term performance improvements and career aspirations.
• Proactively problem-solve and provide timely resolution to ensure minimal impact to client and employee satisfaction. Identify the most appropriate and supportive course of action for problem resolution and effectively communicate plans to those impacted.
• Participate in special project activities and support teams by providing ad hoc information and reports.
• Support training and quality assurance activities for specialists. Must complete 12 hours of continuing education per year.
• Handle interactions 2 hours per month (scheduled in advance).
• Other duties as assigned.

Education:

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

Experience:

• Six months to one year Hotline experience
• Supervisory experience strongly preferred (mentoring experience will be considered)
• Crisis/Emergency Services; Client Service: Contact Center
• 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
• Client 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, volunteers, paid staff, media, and donors. Ability to express ideas with clarity, confidence, and sensitivity. Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines.

Physical and Emotional Demands:
The physical and emotional 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.

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. Due to the nature of the interactions on the Hotline and 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 do not recommend Hotline work if their experience is so recent.