Crisis Helpline Supervisor

Summary

Join Intellect as our Helpline Supervisor and play a key role in driving the efficiency and impact of our global helpline services. You will oversee responders, ensure top-quality service delivery, and create tailored strategies to address region-specific challenges. This position involves developing operational guidelines, managing escalations, and empowering teams to deliver life-changing support. If you are an experienced leader with a background in mental health, crisis management, and team development, this is your opportunity to make a meaningful impact on mental health services worldwide. You will lead, support, and inspire helpline responders, optimize performance, and develop data-driven strategies. The role also includes managing critical incidents and ensuring operational excellence.

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