Helpline Supervisor

JCS AND MASADA•Miami, FL

4d•$55,000 - $56,000•Onsite

About The Position

The Helpline Supervisor provides daily supervisory and operational support for Contact Center services and staff. The role is a first point of contact for staff questions, escalated contacts, crisis situations, and on-shift decisions. The supervisor monitors performance, service delivery, schedule adherence, quality assurance, and compliance while supporting training, onboarding, crisis intervention, and Contact Center goals. The position directly supervises Helpline Counselors and may oversee and support interns and volunteers. Supervisory responsibilities can include interviewing, onboarding, training, coaching, assigning work, monitoring performance, completing evaluations, addressing staff concerns, supporting corrective action processes, and resolving operational problems in accordance with agency policies and applicable laws. The role is based at JCS Headquarters in Miami, Florida, and is full-time. Full-time staff are required to attend and work from start to end at JCS events, typically held on Sundays and/or evenings. A Level II background screening through the DCF Clearinghouse is required if selected.

Requirements

Bachelor’s degree in Psychology, Social Work, Human Services, or a related field preferred; equivalent education and relevant experience may be considered.
At least two years of experience in a contact center, crisis services, information and referral, or a related setting.
Obtain and maintain Information and Referral and Crisis Worker certifications in accordance with program and funder requirements.
Successfully complete required supervisory and leadership training within established departmental timeframes.
Ability to communicate calmly and effectively in emergency, crisis, or high-stress situations.
Strong written and oral communication skills and ability to prepare reports and performance documentation.
Skilled in Microsoft Office, email, intranet, and applicable Contact Center systems.
Ability to work effectively and sensitively with culturally diverse populations.
Bilingual English/Spanish required.
Submit to a Level II background screening through the DCF Clearinghouse if selected.

Nice To Haves

Supervisory, leadership, coaching, or training experience preferred.

Responsibilities

Provide daily supervision and support to staff, including live monitoring, break oversight, schedule adherence, queue activity, and call volume.
Serve as the first point of contact for staff questions, escalated contacts, immediate crisis situations, and on-shift operational decisions.
Provide consultation and debriefing support to counselors handling difficult, stressful, or high-risk contacts.
Monitor and document staff performance and provide timely coaching, feedback, and corrective guidance as appropriate.
Ensure assigned staff meet quality assurance standards, service levels, attendance requirements, documentation standards, and key performance indicators.
Monitor and report QA scores, refused contacts, attendance, abandonment rates, and required documentation, including incident reports, suicide assessments, and abuse reports.
Conduct performance evaluations for direct reports and support performance management processes.
Support recruitment, interviewing, hiring, onboarding, mentoring, coaching, and training of new staff.
Coordinate and support new-hire training in software, information and referral, crisis intervention, on-the-phone procedures, and quality assurance.
Identify training and professional development needs and collaborate with training and management staff.
Assist with scheduling, shift coverage, and staffing gaps across Contact Center platforms and shifts.
Provide flexible Contact Center coverage, including alternate shifts when backup coverage is required.
Provide information and referrals to social service agencies and ensure accurate, timely database documentation.
Provide telephone and chat crisis counseling and suicide intervention services to individuals experiencing crisis situations.
Prioritize contacts, set appropriate time limits, and properly conclude contacts with active or difficult callers.
Ensure compliance with Helpline protocols, agency policies, confidentiality requirements, and HIPAA regulations.
Coordinate and oversee assigned individual and team tasks and collaborate with leadership on special projects and operational initiatives.
Participate in disaster response and other Contact Center or agency teams as assigned.
Maintain professional working relationships and effective written and verbal communication.
Participate in trainings, seminars, workshops, staff meetings, and in-services.
Collaborate with internal departments, including IT, Human Resources, and Resource staff, as needed.
Create and submit reports and operational documentation as assigned.
Attend and work from start to end at required JCS community events, typically held on Sundays and/or evenings.