Regional Call Center Lead Supervisor- 1st Shift

For more than 60 years PRS, now HopeLink Behavioral Health (formerly PRS), has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis. We envision a society where hope is universal. Through access to quality behavioral health, crisis intervention, and suicide intervention services we foster an inclusive community in which everyone can attain wellness and a genuine sense of belonging.

SUMMARY STATEMENT FOR THE LEAD SUPERVISOR:

The Team Lead Supervisor is responsible for supervision and direct quality assurance of Shift Supervisors and Crisis Workers across shifts.   This requires the ability to serve as an expert on call center operational protocols, personnel management and development, as well as provide support and supervision regarding crisis situations.

Job Types: Full-Time

SCHEDULE/ LOCATION/ SALARY:

Available Shifts- 9am-5pm (flexible – 7am-3pm and 8am-4pm are also options)

• Remote position
• $54,000 starting salary

This is a virtual position and requires 40 hours per week. This position has a flexible schedule to support across shifts and coverage needs.

BENEFITS:

• Medical/Dental/Vision
• Paid Holidays
• PTO and Sick Time, Birthday Time (Up to two (2) hours of leave the week prior to, week of, or week after birthday)
• 403 b with Employer Matching

1. PRIMARY DUTIES:

• Supervise and develop team of Shift Supervisors across shifts.
• Coordinate and contribute weekly team meetings to include Senior Director, Director, Clinical Lead and Lead Supervisors.
• Correspond and represent PRSCL appropriately with various contacts – referrals, community partners, vendor and partners in a friendly, professional, and collegial manner. Demonstrate respect for cultural and individual differences with external and internal contacts.
• Provide direct telephonic service to callers, chatters, and texters who use our crisis line, as necessary, which requires rapid assessment of complex behavioral health situations, development and recommendation of appropriate crisis interventions to be implemented with individual clients, their families, and a wide variety of community helpers, including law enforcement and EMS personnel.
• Serve as a leadership liaison to accurately reflect leadership decisions, policy, and procedure.

QUALIFICATIONS:

• Bachelor’s degree in human services, Social Work, Psychology, Sociology or related field.
• Training or at least two years’ work experience in crisis intervention and/or suicide prevention.
• Experience in telephonic, text crisis management or call center environment.
• Demonstrated experience in direct supervision and management of volunteers or employees.
• Awareness of or experience in the mental health substance abuse treatment systems in Virginia.
• Knowledge of substance abuse, mental health, and recovery issues and principles. Cultural competence in working with individual’s various descent, impairment, and demographic populations.

If this sounds like a job for you, please complete an application now!

Equal Opportunity Employer. Committed to Diversity, Equity, and Inclusion

‘Where Hope Meets Help.’

HopeLink is an Equal Opportunity Employer

We are unable to hire in the following states:

California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

https://www.applicantpro.com/j/3297040-888214