Family Services of the Merrimack Valley

Description Position Description Lifeline Supervisor Job Title: Lifeline Supervisor Department: Suicide & Crisis Lifeline Reports to: Lifeline Direct Services Manager Hours: Part-Time, 20 hrs/week, M-F 2:45am-6:45am A. Overview The Lifeline Supervisors are responsible for smooth operations and effective services provided during scheduled shifts on Family Services of the Merrimack Valley’s (FSMV) 24/7 Suicide & Crisis Lifeline. Lifeline Supervisors are responsible for overseeing a team of Call Takers, monitoring Lifeline calls, facilitating response to imminent risk calls, ensuring the accurate collection of statistical and narrative data, and supporting the Lifeline Management Team in implementing policies, quality standards, and best practices. B. Duties and Responsibilities - Supervise a team of Call Takers, ensuring each member receives regular performance appraisals, is adhering to policies, protocols, quality standards, and best practices, and participates in ongoing training and professional development. - Conduct call monitoring on each shift for quality assurance and performance improvement. - Ensure safety assessment questions are asked on all interactions and imminent risk assessments are conducted as indicated. - Provide support and guidance to Lifeline staff, including assistance responding to moderate and high-risk calls, connecting callers to additional resources including emergency services as needed, de-escalating crisis situations, and debriefing with staff after difficult calls. - Assure smooth operations of the Lifeline during each shift, including proper functioning of technology, staffing, and call flow. - Conduct call monitoring to ensure Call Takers are providing quality support, compassionate care, maintaining safety standards, and adhering to policies and procedures. - Provide immediate feedback to Call Takers on performance, documenting concerns and strategizing with Lifeline Management Team to improve quality. - Conduct follow up calls as needed to individuals who have called the Lifeline to check for safety and provide additional support and resources. - Assist Lifeline staff in answering incoming calls as needed, providing emotional support, information and referrals to callers who may be in emotional crisis and contemplating self-harm or suicide. - Communicate frequently with other Lifeline staff (Lifeline Management Team) regarding operations, call taker performance, and overall quality. - Assist in training new Lifeline staff by providing mentoring and coaching. - Participate in weekly to monthly team meetings to discuss shared experiences as call takers, debrief on calls, receive professional development, and participate in a learning community. - Adhere to all Family Services policies, procedures, best practices, and those in accordance with our accreditation through the International Council for Helplines, National Suicide Prevention Lifeline, and the Department of Public Health. - Other responsibilities as assigned. C. Qualifications - Minimum of a bachelor’s degree or equivalent experience in the field of behavioral health, suicide prevention, crisis response, emergency services or other related field. - One year’s experience in Supervisor position preferred (previous hotline supervisory experience, or project coordination experience may be substituted) - Proficient with technology, including computer and internet skills, smartphones and databases. - Excellent interpersonal skills including strong communication and ability to provide coaching, mentoring, feedback to colleagues, and collaborate with other service providers. - Maintain composure in high stress situations and respond calmly and appropriately in crisis situations. - Highly motivated, energetic, resilient and target driven to produce desired results. - Ability to work independently while exercising good judgment. - Ability to problem solve and troubleshoot in a fast-paced, evolving remote work environment - Desire to help others, display compassion, and maintain confidentiality required. - Understanding of the laws and regulations surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements - Understanding of the contractual obligations of the Lifeline. D. Level of Supervision / Reports to: - Reports to and is supervised by the Lifeline Direct Services Manager E. Status: - Non-Exempt Requirements · Minimum of a bachelor’s degree or equivalent experience in the field of behavioral health, suicide prevention, crisis response, emergency services or other related field. · One year’s experience in Supervisor position preferred (previous hotline supervisory experience, or project coordination experience may be substituted) · Proficient with technology, including computer and internet skills, smartphones and databases. · Excellent interpersonal skills including strong communication and ability to provide coaching, mentoring, feedback to colleagues, and collaborate with other service providers. · Maintain composure in high stress situations and respond calmly and appropriately in crisis situations. · Highly motivated, energetic, resilient and target driven to produce desired results. · Ability to work independently while exercising good judgment. · Ability to problem solve and troubleshoot in a fast-paced, evolving remote work environment · Desire to help others, display compassion, and maintain confidentiality required. · Understanding of the laws and regulations surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements · Understanding of the contractual obligations of the Lifeline. ABOUT FAMILY SERVICES OF THE MERRIMACK VALLEY Family Services is a non-profit, social service organization located in Lawrence, MA. The organization helps more than 7,000 people in the Merrimack Valley each year through 20+ programs focused on youth development, parent education and emotional health. All of its services are infused with a sense of hope and possibility and enable individuals to thrive in their family, community, workplace and school. For more information, please visit www.FSMV.org. FSMV is an equal opportunity employer. COMPENSATION AND BENEFITS - This is a part time, non-exempt position with a pay range $23..50-$26.00 per hour, commensurate upon experience. - An opportunity to work with and learn from a team of dedicated, passionate individuals in a diverse environment that serve children, youth, and adults.

Description Position Description Lifeline Supervisor Job Title: Lifeline Supervisor Department: Suicide & Crisis Lifeline Reports to: Lifeline Direct Services Manager Hours: Part-Time, 16 hrs/week (Saturday 2:45a-6:45a, 10:45p-2:45a and Sunday 2:45a-6:45a, 10:45p-2:45a) A. Overview The Lifeline Supervisors are responsible for smooth operations and effective services provided during scheduled shifts on Family Services of the Merrimack Valley’s (FSMV) 24/7 Suicide & Crisis Lifeline. Lifeline Supervisors are responsible for overseeing a team of Call Takers, monitoring Lifeline calls, facilitating response to imminent risk calls, ensuring the accurate collection of statistical and narrative data, and supporting the Lifeline Management Team in implementing policies, quality standards, and best practices. B. Duties and Responsibilities - Supervise a team of Call Takers, ensuring each member receives regular performance appraisals, is adhering to policies, protocols, quality standards, and best practices, and participates in ongoing training and professional development. - Conduct call monitoring on each shift for quality assurance and performance improvement. - Ensure safety assessment questions are asked on all interactions and imminent risk assessments are conducted as indicated. - Provide support and guidance to Lifeline staff, including assistance responding to moderate and high-risk calls, connecting callers to additional resources including emergency services as needed, de-escalating crisis situations, and debriefing with staff after difficult calls. - Assure smooth operations of the Lifeline during each shift, including proper functioning of technology, staffing, and call flow. - Conduct call monitoring to ensure Call Takers are providing quality support, compassionate care, maintaining safety standards, and adhering to policies and procedures. - Provide immediate feedback to Call Takers on performance, documenting concerns and strategizing with Lifeline Management Team to improve quality. - Conduct follow up calls as needed to individuals who have called the Lifeline to check for safety and provide additional support and resources. - Assist Lifeline staff in answering incoming calls as needed, providing emotional support, information and referrals to callers who may be in emotional crisis and contemplating self-harm or suicide. - Communicate frequently with other Lifeline staff (Lifeline Management Team) regarding operations, call taker performance, and overall quality. - Assist in training new Lifeline staff by providing mentoring and coaching. - Participate in weekly to monthly team meetings to discuss shared experiences as call takers, debrief on calls, receive professional development, and participate in a learning community. - Adhere to all Family Services policies, procedures, best practices, and those in accordance with our accreditation through the International Council for Helplines, National Suicide Prevention Lifeline, and the Department of Public Health. - Other responsibilities as assigned. C. Qualifications - Minimum of a bachelor’s degree or equivalent experience in the field of behavioral health, suicide prevention, crisis response, emergency services or other related field. - One year’s experience in Supervisor position preferred (previous hotline supervisory experience, or project coordination experience may be substituted) - Proficient with technology, including computer and internet skills, smartphones and databases. - Excellent interpersonal skills including strong communication and ability to provide coaching, mentoring, feedback to colleagues, and collaborate with other service providers. - Maintain composure in high stress situations and respond calmly and appropriately in crisis situations. - Highly motivated, energetic, resilient and target driven to produce desired results. - Ability to work independently while exercising good judgment. - Ability to problem solve and troubleshoot in a fast-paced, evolving remote work environment - Desire to help others, display compassion, and maintain confidentiality required. - Understanding of the laws and regulations surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements - Understanding of the contractual obligations of the Lifeline. D. Level of Supervision / Reports to: - Reports to and is supervised by the Lifeline Direct Services Manager E. Status: - Non-Exempt Requirements · Minimum of a bachelor’s degree or equivalent experience in the field of behavioral health, suicide prevention, crisis response, emergency services or other related field. · One year’s experience in Supervisor position preferred (previous hotline supervisory experience, or project coordination experience may be substituted) · Proficient with technology, including computer and internet skills, smartphones and databases. · Excellent interpersonal skills including strong communication and ability to provide coaching, mentoring, feedback to colleagues, and collaborate with other service providers. · Maintain composure in high stress situations and respond calmly and appropriately in crisis situations. · Highly motivated, energetic, resilient and target driven to produce desired results. · Ability to work independently while exercising good judgment. · Ability to problem solve and troubleshoot in a fast-paced, evolving remote work environment · Desire to help others, display compassion, and maintain confidentiality required. · Understanding of the laws and regulations surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements · Understanding of the contractual obligations of the Lifeline. ABOUT FAMILY SERVICES OF THE MERRIMACK VALLEY Family Services is a non-profit, social service organization located in Lawrence, MA. The organization helps more than 7,000 people in the Merrimack Valley each year through 20+ programs focused on youth development, parent education and emotional health. All of its services are infused with a sense of hope and possibility and enable individuals to thrive in their family, community, workplace and school. For more information, please visit www.FSMV.org. FSMV is an equal opportunity employer. COMPENSATION AND BENEFITS - This is a part time, non-exempt position with a pay range $23..50-$26.00 per hour, commensurate upon experience. - An opportunity to work with and learn from a team of dedicated, passionate individuals in a diverse environment that serve children, youth, and adults.

Description Position Title: Associate Call Taker Program: Lifeline Reports to: Lifeline Supervisor Status: Part-time openings, remote Family Services of the Merrimack Valley is a seeking part-time Associate Call Takers. The Associate Lifeline Call Taker is responsible for answering calls to Family Services of the Merrimack Valley’s (FSMV) 24/7 Suicide & Crisis Lifeline. Associate Call Takers are primarily responsible for providing compassionate emotional support to individuals who may be experiencing a range of emotional distress from loneliness to acute suicide risk. In fulfilling this responsibility, Associate Call Takers are required to follow Lifeline policies and protocols related to appropriate responses, data collection and documentation, and confidentiality. Duties and Responsibilities - Primarily responsible for answering calls made to the Lifeline by individuals who may be lonely, depressed, contemplating suicide, in crisis, and/or needing support and a compassionate listener. - Provide compassionate, thoughtful emotional support to all callers. - Administer safety assessment on each call and respond appropriately based on risk level. - Adhere to performance measures in attending to call volume. - Maintain a calm and friendly demeanor, even in crisis situations, while answering the crisis help line. - Provide resources to callers for additional support, including follow up calls. - Protect the privacy and confidentiality of callers as well as the organization and staff. - Communicate any issues to supervisors when necessary and collaborate with other Lifeline staff regarding repeat/difficult callers. - Collect required statistical and narrative data, while maintaining confidentiality, utilizing required database tools. - Adhere to all helpline policies and procedure, upholding standards of practice. - Participate in all staff meetings, debriefing sessions, groups support and other meetings as required. Schedule Monday 11p-3a Wednesday 11p-3a Friday 11p-3a Saturday 3a-7a and 11p-3a Requirements - High school degree, minimum. - Compassionate and caring person able to balance commitment to providing emotional support with self-care and boundary setting. - Strong interpersonal skills and verbal communication for compassionate listening and befriending. - Dependable and reliable. - Ability to deescalate a crisis situation while maintaining composure. - Cultural competency skills to effectively work with diverse populations. - Ability to manage time appropriately. - Self-starter: Ability to work independently as well as part of a team and well organized. - Must reside in Massachusetts or New Hampshire. About Family Services of the Merrimack ValleyFSMV is a non-profit, social service organization located in Lawrence, MA. The organization helps more than 5,000 people in the Merrimack Valley each year through 20+ programs focused on youth development, parent education and emotional health. All of its services are infused with a sense of hope and possibility and enable individuals to thrive in their family, community, workplace and school. For more information, please visit www.FSMV.org . FSMV is an equal opportunity employer.Compensation and Benefits - Pay range $21 - $23.50 per hour, commensurate upon education and/or experience. - FSMV offers an excellent benefit package including a flexible and supportive work environment, competitive health and dental insurances, fully paid life and long-term disability insurances (for full-time employees), along with training and professional development opportunities. - FSMV also offers a generous time off policy for employees working 30 hours or more per week. holiday pay, and sick time for part-time employees - An amazing opportunity to work with and learn from a team of dedicated, passionate individuals in a diverse environment that serve children, youth, and adults.