HelpLine Quality Assurance Specialist (English)

English HelpLine Quality Assurance & Volunteer Support 

• Conduct case reviews of English HelpLine Contact Forms (calls and texts) to assess quality, consistency, support, and adherence to policies and procedures
• Identify and forward problematic interactions, learning opportunities, and positive interactions to the HelpLine Manager
• Provide direct, constructive feedback to volunteers on interactions, growth areas, and strong performance
• Support volunteer development through protocol reminders, tips, and quality improvement resources

Support Navigator Program Floating and Form Processing 

• Collaborate with the Support Navigator and Lived Experience Specialist programs staff members
• Help Seeker Interaction: provide unbiased, nonjudgmental perinatal mental health peer support, education, empathy, and resource referrals within an assigned coverage area
• Respond to help seeker requests via iCarol when a local Support Navigator is unavailable
• Document follow-up attempts and communications in iCarol
• Research and consult with local/state coordinators, as needed, to make appropriate referrals
• Review and triage iCarol forms from online forms or the HelpLine
• Reassign Follow Up Activities when volunteers are unable to assist.
• Attend weekly Support Navigator Program Team meetings

Direct Help Seeker Support

• Respond to voicemails and text conversations with timeliness, compassion, and a non-judgmental approach, prioritizing volunteers as first responders
• Offer emotional support, validation, and resource options aligned with PSI's peer support model
• Use open-ended questions and active listening, prioritizing presence over problem-solving
• Recognize when to escalate beyond the non-clinical, non-crisis scope of the role
• Cover at least 2 weekly English HelpLine shifts

Confidentiality & Professionalism

• Conduct all calls and texts in a private, distraction-free environment using headphones/headset
• Never use speakerphone or take calls/texts in public or shared spaces
• Keep all communication within approved PSI systems and platforms

Queue Management & Risk Escalation

• Monitor and engage in the HelpLine Voicemail and Text Queue during surges, prioritizing by wait time and risk indicators
• Meet response expectations during surges
• Recognize indicators of suicide risk, safety concerns, or crisis-level needs and provide appropriate resources (e.g., 988)
• Use internal escalation pathways and escalate safety concerns identified during QA to the HelpLine Manager

Documentation & Collaboration

• Complete accurate, thorough iCarol Contact Forms for every interaction
• Maintain accuracy in key fields (contact attempts, referral pathways, outreach source, etc.)
• Communicate proactively via Slack 
• Participate in a collaborative, team-based approach to supporting help seekers, volunteers, and staff
• Stay open to feedback and contribute to a culture of learning and growth