988/Helpline Outbound Supervisor

Description

Type: Full-Time  

Reports to:  988 Training Manager/Crisis & Support Operations 

Office Location: 224 W. Hill St., Suite 410, Chicago IL; this is a remote position due to being weekends and evenings; this is not a work from anywhere role. You must maintain a private, confidential workspace in your home within the Chicago area and be able to attend in-person trainings and meetings at our Chicago office or other designated location as requested. Subject to change with notice. 

Schedule:  Monday – Friday 11 am to 7 pm. This is a fully remote position, but this is subject to change with notice. The training and onboarding schedule may differ from the regular work schedule. 

Background: 

The mission of the National Alliance on Mental Illness (NAMI) Chicago is to provide hope and improve the quality of life for those whose lives are affected by mental illness. NAMI Chicago seeks to fill gaps in Chicago's mental health system, with an intentional emphasis on serving underrepresented populations and breaking down barriers to care. 

General Job Description: 

The 988/Helpline Outbound Supervisor supports NAMI Chicago’s mission by directly supervising 988/HL Outbound shifts and the specialists who are supporting individuals. The NAMI Chicago Helpline and 988 Lifeline Crisis Center Outbound Program provides follow-up crisis intervention, emotional support, information, and resource referrals to people living with mental health conditions, their family members and caregivers, mental health providers, and the public following an initial contact with either call center. The 988/HL Outbound Supervisor provides oversight and live coaching to the specialists. In addition, the Supervisor provides support, assistance, and resources to individuals contacting 988 or the Helpline through phone call, text message, chat, and email as needed. This work centers on listening, supporting everyone’s needs and advocating on their behalf as necessary. This role requires strong communication skills, emotional intelligence, and the ability to remain composed under pressure while multitasking across various platforms and tasks. 

Essential Functions & Responsibilities: 

• Shift Supervision: Supervise and support, provide oversight, guidance, and immediate direction to a team of specialists that, in-turn, provide support, information and referrals to contacts who consented for follow-up. Assist in live coaching in-the-moment, problem-solving and navigating issues as they arise during follow-up contact, including crisis contacts, in accordance with policies and procedures. Maintain consistent and effective communication throughout the shift with other supervisors and management. Respond promptly to requests for guidance and support. 
• Supervision & Leadership: Provide regular clinical and administrative supervision to the 988/HL Outbound Specialists to promote continual growth and improvement. Proactively identify and address program needs to ensure effective service delivery. Foster a collaborative, trauma-informed team culture aligned with NAMI Chicago’s values and the vision for the Outbound Program. Actively participate in meetings, trainings, and coaching sessions to support team cohesion and service excellence. 
• Quality Improvement: Quality assurance includes documentation review, and live and recorded conversation monitoring. Ensure the compliance to policy and workflows by Outbound Specialists. Provide feedback and clinical consultation support quality improvement and compliance to enhance service delivery and team performance.  
• Training & Development: Participate in ongoing training and professional development to remain current with best practices. Identify team and individual specialist training needs and retraining needs; collaborate with Crisis & Support Operations management to implement effective learning strategies. Support onboarding and continued training for new staff and interns as directed by management. 
• Wellness: Actively engage in your wellness and communicate support needs as appropriate. Support specialists in understanding and accessing wellness supports. Adhere to the organization’s wellness policies. 
• Other Duties: Perform other duties as assigned  

Requirements

Education and Experience 

• Master’s degree in a social service field; Qualified Mental Health Professional (QMHP) consistent with the Illinois Administrative code. 
• At least 1 year of experience providing training, lead work, and/or