Crisis Helpline Supervisor

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Intellect

πŸ“Remote - Philippines

Summary

Join Intellect as our Helpline Supervisor and lead a team providing critical mental health support globally. You will oversee responders, ensure high-quality service, and develop strategies addressing regional challenges. This role involves managing escalations, creating operational guidelines, and empowering your team. As an experienced leader with a mental health background, you'll make a significant impact on mental health services worldwide. You will also optimize performance, develop training programs, and implement data-driven strategies. This position offers opportunities for professional growth and flexible remote work.

Requirements

  • Hold a Master’s Degree in Counselling or Clinical Psychology
  • Possess a strong understanding of psychological principles and therapeutic techniques
  • Be licensed or certified as a mental health professional (e.g., Licensed Professional Counselor, Clinical Psychologist, or equivalent based on local regulations)
  • Have 5–7 years of professional experience in clinical practice, crisis management, or mental health consultancy
  • Have at least 3 years of supervisory experience in EAP settings, helpline operations, or managing mental health service teams
  • Demonstrate a deep understanding of mental health challenges in workplace settings, including issues like stress, burnout, and interpersonal conflict
  • Possess experience in crisis intervention, risk assessment, and escalation management protocols
  • Show a proven ability to develop and implement SOPs, quality assurance frameworks, and safeguarding measures
  • Be familiar with tools/software for helpline operations, data analysis, and remote team management

Responsibilities

  • Supervise and mentor helpline responders, ensuring professionalism and high-quality service
  • Conduct regular check-ins and debriefs to provide tailored feedback and promote emotional well-being
  • Act as the escalation point for complex cases, guiding responders in real time
  • Manage escalated and critical incidents calmly and efficiently, ensuring timely resolution
  • Step in directly for high-risk situations when required and document escalation processes
  • Develop and implement crisis response protocols in collaboration with clinical teams
  • Drive responder engagement through structured professional development plans and training programs
  • Facilitate ongoing workshops, certifications, and skills refreshers to align responders with evolving mental health trends
  • Implement metrics to assess performance and identify areas for continuous improvement
  • Create, review, and implement Standard Operating Procedures (SOPs) that ensure consistency, compliance, and safeguarding
  • Oversee staffing, shift allocation, and resource planning to ensure seamless helpline coverage across time zones
  • Optimize responder workflows using data-driven insights and quality assurance metrics
  • Collect and analyze helpline KPIs (e.g., response times, call outcomes, peak usage) to inform decisions
  • Prepare performance and service delivery reports for leadership, identifying opportunities for optimization
  • Oversee a specialized helpline supporting managers and leaders with complex people management challenges
  • Participate in leadership training to deliver informed, timely, and empathetic guidance
  • Support responders during crisis situations, stepping in when necessary

Preferred Qualifications

  • Hold certification in workplace mental health or Employee Assistance Program (EAP) operations
  • Be familiar with GDPR, HIPAA, or equivalent data protection standards related to mental health service delivery

Benefits

  • Make an Impact: Lead a team that delivers critical mental health support to individuals and organizations globally
  • Professional Growth: Access ongoing leadership training, workshops, and opportunities to grow your expertise
  • Collaborative Culture: Join a passionate team driven by a shared purpose of transforming mental health care
  • Work Flexibly: Enjoy the freedom of working remotely while driving meaningful outcomes
This job is filled or no longer available