988 Suicide and Crisis Lifeline Supervisor

Job Title: 988 Suicide and Crisis Lifeline Supervisor

Location: Remote work - Central Indiana Resident (within 60 miles of the MHAI office)

Department: Crisis Services

Reports to: Clinical Operations Director

Hours: Two Positions Available

• Full Time, weekend overnights; 31 hours per week; Saturday 12am - 9am, Saturday 9pm - 9am, Sunday 9pm - 7am
• Full Time, float supervisor, 30 hours per week; 60% Monday – Friday evenings and 40% variable per program needs

Office: Home office (80%) - MHAI or outside meeting locations (20%)

Exempt: Yes

Salary: From $44,000 annually

Job Summary

MHAI seeks empathic, compassionate, and self-motivated individuals to remotely provide supervision to the 988 Suicide and Crisis Lifeline Crisis Specialists who provide telephonic, chat, and text emotional support and resources 988 Lifeline help-seekers.

In this role, these individuals will support, train, coach, debrief and provide direct supervision for the Crisis Specialists.

The 988 Suicide and Crisis Lifeline Supervisor will operate from their own private home office using provided telecommuting hardware/software, including a laptop computer, external monitor, headset, and VoIP web-based platform, and will remain connected to the virtual call center through our communication channels, including utilization of Microsoft Teams and Zoom. The 988 Suicide and Crisis Lifeline Supervisor will be expected to support multiple team members in a high-paced, and sometimes high-stress work environment. This may include accessing resources via web-based platforms, managing documentation, talking with colleagues via Microsoft Teams for support when needed, and/or taking the lead during critical contacts for which a responder dispatch is required, all while guiding someone through a critical moment in their life.

Specific Duties

• Conduct ongoing supervision, training, and coaching, while providing hands-on support in real-time
• Maintain an open line of communication
• Ensure the staff is a well-functioning team and is providing high-quality service to help-seekers
• Assist in overseeing the morale, team building, and professional development activities of the staff
• Work with team members on practicing self-care, including implementing shift activities, to mitigate stress and avoid burnout
• Will join the queue in times of high contact volumes and/or low staffing
• Collecting and ensuring the quality of data to continue to improve service provision
• Identifying problems or gaps in service through data and informant feedback
• Conducting ongoing program and staff needs assessment
• Understand program policies and procedures to ensure continuity of operations, and work with program leadership to identify and create modified and/or additional policies and procedures when needed
• Communicate all relevant information to Leadership
• Provide and/or coordinate technical support when needed
• Will be responsible to taking on-call shift on a sign-up rotation
• Complete a minimum of one Lifeline contact (voice, chat, or text) a month for quality assurance measure
• Ensure professionalism in the workspace and when using any of the communication platforms
• Help foster an environment of dignity and respect
• Fully interact with the remote team members, including communicating while on shift via Microsoft Teams, Microsoft Office, and other mediums as assigned
• Ensure the privacy and confidentiality of each caller and their information
• Ensure the privacy and confidentiality of your colleagues' information
• Complete other duties as assigned including the deliverables in the Supervisor Job Flow
• Remain flexible to new job duty assignments and opportunities

Qualifications

• Proven track record of program leadership, problem-solving, and the ability to effectively lead a remote team.
• Recognize the value that diversity and culture bring to an organization.
• A self-motivator who is comfortable and confident to work independently from home.
• Has developed and practices an ongoing self-care routine.
• Possess a strong self-regulation skill set when working in any subject that may trigger past trauma or emotional stress.
• Has a strong ability to multitask while remaining present and attuned to team members and callers.
• Can adapt to immediate changes in policies and procedures.
• Can apply (or lead team members in) effective crisis intervention skills, suicide prevention and intervention strategies, and problem-solving techniques when responding to individuals in crisis.
• Ability to perform with frequent interruptions and/or distractions.
• Excellent reading comprehension, listening, verbal and written communication skills.
• Maintain a positive attitude while working, always representing the 988 Suicide and Crisis Lifeline and its partnering entities by providing excellent customer service and responding to everyone professionally, non-judgmental, empathic, and culturally appropriate.
• A minimum of two years of supervisory/team leadership experience.
• A minimum of three years of experience in delivering crisis response/stabilization and/or suicide prevention/intervention services preferred.
• A well-rounded knowledge base of social service agencies, mental health resources, substance use resources, and the ability to teach coping strategies is preferred.
• Knowledgeable and comfortable with using computers, web-based technology, Microsoft Teams, Microsoft Office/Outlook, Zoom, and have the ability to be trained in the use of other platforms and/or programs.
• Bachelor’s degree in social work, counseling, psychology, or related field required.
• A master’s degree in psychology, human service, or related fields is preferred, but is not required.
• Experience and education exceptions may be made on a case-by-case basis.
• Current and unrestricted Behavioral Health License granted by the state of Indiana (LCSW, LMHC, LMFT, etc.) preferred but is not required.
• Private and quiet location within your place of living that has: (1) A closed door to ensure confidentiality of our callers, (2) A hardwired DSL, Fiber, or Cable Internet via an Ethernet connection (Dial up, Wireless, Satellite internet service and/or a cellular hotspot cannot be used -- ethernet cable will be provided); (3) An appropriate workspace, including a designated desk/table to accommodate a laptop and external monitor.
• Must ensure comfortability in wearing a wired headset while providing telephonic support

Work Location

• Remote work assignment - 80%
• Onsight work assignment - 20%

Work Authorization

• United States (Required)
• Successful candidates must pass Background Checks

Benefits

• Monthly technology stipend
• The full benefits program includes medical, dental, vision life insurance, STD/LTD, and EAP services (basic plan for employees paid for by the employer; upgraded plans and/or family coverage available at the employee’s expense
• PTO and paid holiday time

Equal Employment Opportunity and Non-Discrimination

MHAI is committed to equal opportunity for all employees and applicants. MHAI does not discriminate about hiring, assignment, promotion, or other conditions of staff employment.

By the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities

to perform the essential functions of our positions.

About MHAI

Mental Health America of Indiana (MHAI) is Indiana’s leading mental health and addiction advocacy organization dedicated to providing overall mental wellness and recovery for all Hoosiers. A state affiliate of Mental Health America National, MHAI works to impact individuals directly affected by mental illness and addiction, as well as policymakers and other key stakeholders, through public education, advocacy, direct service, and public health reform.

The Crisis Services pillar at MHAI empowers individuals, communities, and organizations in each phase of the crisis lifecycle. Our team crafts its program drawing from evidence-based practices striving for an equitable and trauma-informed delivery at every touchpoint.

The 988 Suicide and Crisis Lifeline is designed to meet a higher acuity level of individuals in crisis; it is free, available 24/7 offering telephonic and text-based services to anyone who reaches out. This Lifeline offers a direct connection to compassionate, accessible care and support for anyone experiencing mental health-related distress – whether that is thoughts of suicide, mental health or substance use crisis, or any other kind of emotional distress.

Job Type: Full-time

Pay: From $44,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: Hybrid remote in Indianapolis, IN 46202