Hotline Services Supervisor

Postpartum Support International • Remote, USA, OR

3h • $76,000 - $82,000 • Remote

About The Position

Postpartum Support International (PSI) is dedicated to promoting awareness, prevention, and treatment of mental health issues related to childbearing. PSI supports families, provides expert training to providers, and connects families with informed resources through volunteers, its website, training, chapters, and annual conference. The organization is headquartered in Portland, Oregon, but this position is entirely remote. PSI also operates the National Maternal Mental Health Hotline, a 24/7 hotline funded by the Health Resources and Services Administration (HRSA).

The Hotline Services Supervisor is responsible for overseeing quality assurance and evaluating the performance of Hotline Counselors. This role requires advanced expertise in hotline operations and personnel management, providing administrative supervision and guidance to optimize service delivery for pregnant and postpartum individuals and their families. The supervisor also provides direct telephonic, text, and web chat support to clients, requiring rapid assessment of complex perinatal health situations and the implementation of intervention strategies in coordination with clients, family members, and community resources, including law enforcement and emergency medical services.

The Hotline Services Supervisor works an eight-hour shift schedule to ensure consistent oversight of a team of 20 to 25 counselors working staggered shifts across 24 hours. The position involves participation in a rotating on-call and weekend schedule, with continuous availability for operational contingencies and emergencies.

Requirements

• A Bachelor’s degree is required.
• Licensure as a State Licensed Mental Health Clinician (e.g., Professional Counselor, Social Worker, Psychotherapist, Psychologist, or Marriage and Family Therapist), a Licensed Healthcare Professional (e.g., Nurse, Nurse Midwife, Nurse Practitioner, Physician, Psychiatrist, or Physician Assistant), or certification as a state or nationally certified Doula, Lactation Consultant, Childbirth Educator, or Peer Specialist is required.
• Demonstrated proficiency in delivering instructional training across both in-person and virtual modalities.
• Demonstrated competency in workforce and schedule management, including a comprehensive understanding of proactive schedule evaluation, assignment optimization, and adherence to established operational best practices.
• Demonstrated ability to collaborate effectively with multidisciplinary personnel within a fast-paced remote operational environment.
• A minimum of five (5) years of professional experience within mental health services, with professional experience in maternal or perinatal mental health environments preferred.
• Possess foundational supervisory competencies required to oversee Hotline Counselors and Shift Leads, ensuring strict adherence to organizational policies and procedures while fostering a supportive workplace culture.
• Successful completion and clearance of a Non–Sensitive Tier II - Moderate Check and Clearance background investigation administered by HHS/HRSA is required.
• Ability to maintain state licensure or professional certification in good standing.
• Demonstrated capability to perform effectively under high-pressure conditions and adhere to strict deadlines while maintaining a professional, composure, and empathetic posture.
• Comprehensive familiarity with standard operational procedures across organizational administrative levels.
• Strong analytical and data-informed problem-solving competencies aligned with strategic leadership capabilities.
• Capacity to work flexible standard and non-standard schedules, including participation in a regular weekend coverage rotation.
• Proficiency in delivering routine performance feedback, evaluating operational competencies, and executing progressive disciplinary actions in accordance with organizational policies.
• Ability to manage personnel within a 24/7 remote, asynchronous operational model, including maintaining emergency on-call availability for secondary escalation systems.
• Ability to operate independently and fulfill job duties to completion within established guidelines, assigned directives, and accepted professional standards.
• Compliance with high-speed internet bandwidth requirements: minimum 100 Mbps for a single remote user; 150 Mbps for up to 5 household users without streaming/gaming; or 200+ Mbps for households with multiple users, concurrent live feeds, or extensive streaming services.
• Provision of a private, quiet, and secure dedicated workspace fully compliant with HIPAA privacy and confidentiality regulations.
• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards
• Required to sit, stand, walk, speak, and hear while performing the duties of this job regularly. The position requires extensive computer use, so the employee must have sufficient hand dexterity to use a computer keyboard and be capable of reading a computer screen.

Nice To Haves

• A Master’s degree is preferred.
• Prior operational or supervisory experience within a crisis line, hotline, warmline, or call center environment dedicated to health or human services initiatives is preferred.
• Professional experience in maternal or perinatal mental health environments preferred.

Responsibilities

• Provide leadership and skill development to the Hotline Counselor team, supervising their day-to-day service provision and supporting workflows in alignment with the Hotline Standards of Operating Policies, Procedures, and Protocols.
• Manage and maintain the Hotline’s operational schedule, ensuring the schedule is compliant with project practices and operational demand.
• Direct workforce management activities and set performance goals and objectives for the service, and direct reports accordingly.
• Approve and disapprove work schedules and timesheets, approving and disapproving time off requests.
• Provide policy-forward, proactive performance management leadership by independently identifying, addressing, documenting, and escalating performance or conduct concerns on time and in accordance with organizational policy, procedure, and progressive discipline standards, without requiring repeated management prompting or intervention.
• Provide performance-based 1:1 supervision and coaching to a team of Hotline Counselors and Shift Leads, driven by application of optimal service and training skills and identified areas of improvement, and lead remediation.
• Lead the development and implementation of performance improvement plans with Hotline Services/Clinical team members; initiate and manage plans, corrective actions, and progressive disciplinary processes.
• Ensure coordination with Clinical Services staff in developing individualized remediation plans, as needed.
• Complete performance evaluations and appraisals of Hotline Counselors.
• Conduct regular, performance-driven connects with Hotline Counselors, including monthly Supervision, Quarterly Quality Connects, coaching meetings, and additional engagement as needed for optimal service delivery and compliance.
• Execute quality assurance activities to include phone/chat/text audits, and both announced and unannounced monitoring of all Hotline Counselor staff.
• Conduct live and virtual desk monitoring activities and exercises with Hotline Counselors throughout the course of assigned shifts.
• Actively participate in the Universal Quality Practices of the Hotline; monitor Hotline counselors’ utilization, and offer training, corrections, and guidance on data quality practices.
• Manage metrics, performance criteria, policies, and procedures to improve hotline productivity continuously.
• Utilize the CARE Reporting and Quality Metrics model as needed to support and reinforce quality reviews and real-time adherence.
• Generate reports in Nice and Salesforce to review and monitor the Hotline Counselor team performance in alignment with Hotline compliance requirements; provide data and information as needed or requested to support collaboration across the Core team.
• Conduct all administrative training modules with new and existing Hotline Counselor staff, in alignment with Orientation and Onboarding, Annual Training Refreshers, and other personnel training as needed.
• Develop, manage, and maintain all service-specific training, routinely enhancing or reviewing as the project requires.
• Responsible for coaching and developing reports on Hotline protocols, processes, and best practices.
• Initiate assignment of upskilling and development of Hotline Counselors with training activities and manage associated performance outcomes and expectations.
• Lead development and dissemination of service delivery announcements, updates, and key operational information to Hotline Counselor staff.
• Participate in all Hotline required meetings (Leadership, Core, Quality Improvement, Strategy Sessions/Workgroups, and Trend Data Review, etc.) as invited and scheduled.
• Develop, foster, and maintain strong working relationships with Hotline staff, committees, boards, as well as external organizations and institutions to pursue the NMMHH’s engagement-focused initiatives, meet project goals and timelines, and review work products.
• Maintain continuous communication with supervisory and services leadership regarding emerging operational issues, trends, and risks identified during live operations.
• Actively participate in regular continuous quality improvement activities and exercises, as it relates to services/clinical updates, data collection, data enhancement, training, protocol/process design, and tool development.
• Maintain an active presence within the Hotline environment, ensuring real-time availability, responsiveness, and engagement with the full workforce.
• Support service continuity during high-volume periods, staffing fluctuations, or elevated clinical acuity by actively engaging in frontline coverage and operational stabilization.
• Provide live text, phone, and web chat support to help-seekers, adhering to Hotline Counselor protocols and practices.
• Assists in operations with keeping call, text, and chat service level expectations within project standards.
• Consistently uses approved activity codes to support accurate tracking of active status, engagement, and participation in project activities and workflows.

Benefits

• medical, dental, and vision coverage
• Generous paid time off, including vacation (two weeks), holidays, sick leave, and personal days (three)
• Inclusive parental leave (twelve weeks) supporting all paths to parenthood, along with resources to help balance family responsibilities
• Comprehensive retirement plan option with an organization-provided match to support your long-term financial goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager