Overnight Hotline Services Supervisor

Postpartum Support International (PSI) works to promote awareness, prevention, and treatment of mental health issues related to childbearing. PSI supports families, provides expert training to providers, and creates a bridge between families and informed resources. PSI disseminates information and resources through its volunteers, website, training, chapters, and annual conference. PSI board and staff are dedicated and passionate individuals committed to alleviating distress and improving outcomes for pregnant and postpartum families. PSI headquarters is in Portland, Oregon, but the position is entirely remote. PSI additionally operates the National Maternal Mental Health Hotline, a 24/7 hotline federally funded by the Health Resources and Services Administration (HRSA).

The Hotline Services Supervisor is tasked with overseeing quality assurance and evaluating the performance of the Hotline Counselors within the Services team. This role necessitates advanced expertise in hotline operational protocols and personnel management, alongside providing administrative supervision and guidance to optimize service delivery for pregnant and postpartum individuals, their families, and support networks. Furthermore, the Services Supervisor delivers direct telephonic, text, and web chat support to clients. This responsibility demands rapid assessment of complex perinatal health situations, as well as the formulation and implementation of appropriate intervention strategies in coordination with clients, family members, and multidisciplinary community resources, including law enforcement and emergency medical services.

 

The Hotline Services Supervisor operates on an eight-hour shift schedule to maintain consistent oversight and operational alignment across a team of 20 to 25 counselors working staggered shifts across 24 hours. The position requires participation in a rotating on-call and weekend schedule, in addition to maintaining continuous availability to address operational contingencies and emergency situations.

 

This is a fully remote position. The starting salary range for this position is $76,000 - $82,000. 

The schedule totals 40 hours per week. Monday - Friday 12:00 AM - 8:00 AM Eastern. This schedule also includes weekend rotations and on-call availability. 

PLEASE NOTE: Our training schedule for this role requires that you can attend 2 weeks (80 hours) of training, Monday – Friday, 8:00 am – 4:00 pm, before you start your agreed-upon shift.

 

How You Will Contribute 

As the Hotline Services Supervisor, you will perform the following key responsibilities:

Service Leadership (25%) 

• 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.

 

Quality Practices (25%)

• 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. 

 

Counselor Training (15%)

• 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. 

 

Hotline Communications (15%)

• 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.

 

Hotline Workforce Support and Operational Engagement (20%):

• 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.

 

Education and/or Work Experience Requirements

• A Bachelor’s degree is required; a Master’s degree is preferred.
• 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.
• Prior operational or supervisory experience within a crisis line, hotline, warmline, or call center environment dedicated to health or human services initiatives is preferred.

 

Additional Eligibility Qualifications

• 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.

 

Physical Requirements

• 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.

 

In-Person Availability 

• While this role is predominantly a remote position, travel and in-person meeting attendance are required up to two times per year for internal PSI meetings, and as needed for contractually essential stakeholder engagements (estimated no more than twice per year).

 

What We Offer

• A deep commitment to fostering a culture where everyone feels respected, valued, and supported. 
• A fully remote, asynchronous work environment that empowers you to work where and when you’re most effective while maintaining a healthy work-life balance. 
• Ongoing professional development opportunities to help you grow your skills and expand your network. 
• A comprehensive benefits package focused on your well-being, including 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.

 

Equal employment opportunity and having a diverse staff are fundamental principles at Postpartum Support International, where employment and promotional opportunities are based upon individual capabilities and qualifications without regard to race, color, religion, gender, pregnancy, sexual orientation/affectional preference, age, national origin, marital status, citizenship, disability, veteran status, or any other protected characteristic as established under law. Postpartum Support International does not discriminate against formerly incarcerated individuals.