• 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.

• Works under the direction of the Project Manager • For very large cases, may be directly responsible for all work in a major task area. For example, on a case involving document discovery of millions of pages, a Project Supervisor may be responsible for all document discovery/document collection activities for the case • For a case involving an out of town trial, a Project Supervisor may be the individual in charge of the out of town trial support center • Alternatively, may assist several Project Managers on a multitude of smaller cases simultaneously. For example, the Project Supervisor may be responsible for oversight of responsive/privilege review in one case, while simultaneously overseeing production of witness binders in another • Requires direct supervision of a variety of Contractor staff, including clerical staff and first line supervisors • May require frequent contact with Government COR, Case Managers, trial attorneys, client agency staff, etc., as well as with other Contractor components

• Managing the intake process for all document production and document support requests (assessing, prioritizing etc). • Ensuring document production processes are followed. • Identifying and submitting recommendations for changes to procedures to Manager, NAT-DSG, when necessary. • Ensuring the quality and accuracy of completed work meets the standards expected by the DSG clients. • Compiling work tracking statistics and producing reports on department activities monthly and on an as needed basis. • Acting as a liaison between DSG and its clients regarding workflow and to address concerns and/or issues. • Ensuring DSG staffing levels are appropriate to meet client needs. This includes recruiting for overtime assistance when necessary and approving vacation or other absence requests, lunch breaks, back-up supports and coverage schedules (i.e. statutory holidays, firm closure days etc.). • Overnight Supervisor: Working as a member of the DSG as needed; creating various legal and other documents through copy typing, transcription, scanning or other methods. Document work includes converting styles, performing mail merges, inserting media into presentations, cross-referencing, indexing, creating tables (including financial tables), working with graphs and objects, using graphics applications, etc. • Supervising and directing all functional day-to-day activities (workload, attendance, etc.). • Monitoring and managing performance of direct reports. • Holding staff accountable for performance expectations and results. • Providing guidance and feedback when necessary. • Providing coaching to staff in areas such as service quality, client service, standards and needs of the business. • Supervising and motivating all staff including direct responsibility for performance management, development and training. • Making recommendations to Manager, NAT DSG regarding disciplinary actions and/or terminations. • Participating in the hiring of new employees including assisting the Manager, NAT DSG with recruitment, screening, selection and orientation. • Attending off hour events, meetings with team and management team etc., as required. • Assessing the skill level of staff and, where necessary, identifying training required. • Creating training material/documentation for staff. This includes remaining current with technology and technological changes, and attending technology training sessions. • Participating in or leading staff training sessions. • Developing style sheets, designing macros and templates, and mastering new presentation/word processing software, as needed. This includes implementing these within DSG or more widely as appropriate. • Working with all Supervisors to ensure consistent information is shared from one shift to another. Other duties as assigned.