Description

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

EveryMind is hiring an Evening/Overnight Hotline Operations Manager to join our Crisis Hotline team. 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. Services are provided via phone, chat, and text.

Why Join EveryMind?

EveryMind is a growing private independent nonprofit organization with 210 employees across 27 locations. 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 in Montgomery County, Maryland 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 lifework balance.

Our competitive compensation package includes:

• Medical, Dental, and Vision insurance options
• Employer Paid Life and Long Term Disability Insurance
• 401K Matching Benefit
• Highly Generous Leave Schedule of 50+ Days (Vacation, Sick, Wellness Days, Holidays, Birthday leave, and much more)
• Professional Development and Growth Opportunities
• Employee Assistance Program
• Flexible Schedule
• Referral Bonus Program
• Employee Discount Program
• A Great Place to Work
  
  

PRIMARY FUNCTION :

Supervise teams of Hotline Supervisors and Senior Crisis Hotline Counselors. Ensures the smooth operation and supervision of Hotline direct service delivery. Manages and directs the activities of Hotline Supervisors and Senior Crisis Hotline Counselors in accordance to Hotline Department’s objectives and values. Collaborate with Hotline leadership to promote service delivery and quality.

Schedule:

• Thursday 3pm to 11:30pm
• Friday 7pm to 3: 30am
• Saturday 7pm to 3:30am
• Sunday 7pm to 3:30am
• Monday 3pm to 11:30pm
  
  

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervise and manage a team of Hotline Supervisors and Senior Crisis Hotline Counselors (SCHCs)
• Provide regular weekly 1:1 supervision meeting and conduct other required 1:1 conversation
• Collaborate with Workforce Management to develop supervisor and SCHC schedules and ensure adherence expectations are met
• On board and train new supervisors and SCHCs
• Collaborate with Hotline Quality Assurance and Training and Development Managers to ensure evening/overnight SCHCs are equipped to support new hire training and quality assurance coaching.
• Provide guidance, feedback and coaching to supervisors and SCHCs to ensure compliance with standards, policies and procedures.
• Work with supervisors and SCHCs to develop plans for their immediate and long-term performance improvement and career aspirations.
• Conduct performance appraisals, including preparation and delivery of corrective action when necessary.
• Review CHC performance issues and support supervisors with handling complex personnel dynamics and disciplinary procedures.
• Provide supervision support during direct service shift
• Maintain evening/overnight Virtual Hotline Room (VHR) supervision shift schedule for supervisors and SCHCs, collaborate with morning/daytime Sr. Supervisor as needed
• Provide evening/overnight coverage for VHR supervision when needed.
• Provide consultation for supervisors and SCHCs on VHR supervision shift.
• Provide support for outreach to emergency services, CPS, APS, EMT and Mobile Crisis Teams as needed.
• Provide real time feedback and coaching for evening/overnight supervisors and SCHCs on shift.
• Provide debriefing space for supervisors and SCHCs.
• Conduct regular huddles with evening/overnight supervisors and SCHCs.
• Alert and consult with Hotline Sr. Manager of Hotline Operations and Hotline leadership as needed.
• Attend regular meetings and collaborate with Hotline Sr. Manager of Hotline Operations and other shift managers in support of supervisors, SCHCs, direct services and the department.
• Think strategically and assist in the development of Hotline Operations policies, protocols and standard operating procedures
• Proactively solve problems and provide timely resolution for complex direct service needs to ensure minimal impact to supervisors, SCHCs, CHCs and visitors.
• Regularly review and update all supervisor and SCHC protocols and standard operating procedures to ensure they support the evening/overnight shift.
• Support supervisors to ensure all supervisors’, SCHCs’ and CHCs’ timecards under evening/overnight shift purview are approved accurately and on time.
• Collaborate with other shift manager and Sr. Manager of Hotline Operations to organize Quarterly Hotline Operations Team Day for Supervisors
• Attend mandatory meetings, training and continue educations events. Must complete 12 hours of continuing education per year.
• Perform duties as assigned.
  
  

Supervision to be exercised:

Supervise team of Hotline Team Supervisors and occasional shift supervision to groups of Crisis Hotline Counselors.

Supervision to be received:

Reports to Sr. Manager, Hotline Operations.

Qualifications

Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Strong Personal Resilience and Mental Health:

Given the high-stress nature of the role, it is essential that candidates possess a high level of personal resilience and maintain stable mental health. This ensures that they are well-equipped to provide effective support and maintain the professional standards required for client care.

Education:

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

Experience:

Minimum of 3 years of work experience in crisis or emergency services setting with increasing responsibility. 3 or more years of supervisory experience is required. One year or more of Hotline experience preferred.

Abilities:

Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including clients and peers, interns, volunteers, paid staff, CEO, board members, and community partners. Ability to express ideas with clarity, confidence and sensitivity. Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines. Must be comfortable working independently in a fast-paced environment and handling crises situations, including suicidal contacts.

Physical and Emotional Demands:

The physical 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.

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.

Working Conditions

The work environment is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must be available to perform the duties of the job mostly during core business hours (between 9-5pm, M-F), some flexibility with schedule may be available (evening and/or weekend hours). Employee will work mostly on-site but may work some hours remotely with approval of supervisor. The employee must pass a criminal background check. Certain job functions may require employee to pass a child sexual abuse and other criminal activity as well as a credit check. All staff providing services to staff or clients, must be free of illegal drugs and abuse of alcohol, and must be fully able to perform all required duties at all times.

The employee is also required to travel to different locations. Therefore, the employee must possess a valid driver’s license and have access to a vehicle.