Crisis Helpline Supervisor (Bilingual)

Position Summary:
Are you passionate about leading teams that provide critical mental health support? Join Intellect as our Helpline Supervisor, where you’ll play a key role in driving the efficiency and impact of our global helpline services. This position will oversee responders, ensure top-quality service delivery, and create tailored strategies to address region-specific challenges. You’ll also develop operational guidelines, manage escalations, and empower teams to deliver life-changing support.

If you’re an experienced leader with a background in mental health, crisis management, and team development, this is your opportunity to make a meaningful impact on mental health services worldwide.

Key Responsibilities:

1. Lead, Support, and Inspire Helpline Responders:

• Supervise and mentor helpline responders, ensuring professionalism and high-quality service.
• Conduct regular check-ins and debriefs to provide tailored feedback and promote emotional well-being.
• Act as the escalation point for complex cases, guiding responders in real time.

2. Effective Escalation and Crisis Management:

• Manage escalated and critical incidents calmly and efficiently, ensuring timely resolution.
• Step in directly for high-risk situations when required and document escalation processes.
• Develop and implement crisis response protocols in collaboration with clinical teams.

3. Performance Optimization and Team Development:

• Drive responder engagement through structured professional development plans and training programs.
• Facilitate ongoing workshops, certifications, and skills refreshers to align responders with evolving mental health trends.
• Implement metrics to assess performance and identify areas for continuous improvement.

4. Operational Excellence and SOP Development:

• Create, review, and implement Standard Operating Procedures (SOPs) that ensure consistency, compliance, and safeguarding.
• Oversee staffing, shift allocation, and resource planning to ensure seamless helpline coverage across time zones.
• Optimize responder workflows using data-driven insights and quality assurance metrics.

5. Data-Driven Strategy and Reporting:

• Collect and analyze helpline KPIs (e.g., response times, call outcomes, peak usage) to inform decisions.
• Prepare performance and service delivery reports for leadership, identifying opportunities for optimization.

6. Specialized Leadership Support and Critical Incidents:

• Oversee a specialized helpline supporting managers and leaders with complex people management challenges.
• Participate in leadership training to deliver informed, timely, and empathetic guidance.
• Support responders during crisis situations, stepping in when necessary.

Requirements

1. Education:

• Master’s Degree in Counselling or Clinical Psychology.
• A strong understanding of psychological principles and therapeutic techniques is essential for overseeing responders, managing escalated cases, and designing operational frameworks.

2. Professional Certification and Licensing:

• Licensed or certified as a mental health professional (e.g., Licensed Professional Counselor, Clinical Psychologist, or equivalent based on local regulations).
• Certification in workplace mental health or Employee Assistance Program (EAP) operations is a plus.
• Familiarity with GDPR, HIPAA, or equivalent data protection standards related to mental health service delivery.

3. Experience:

• 5–7 years of professional experience in clinical practice, crisis management, or mental health consultancy.
• At least 3 years of supervisory experience in EAP settings, helpline operations, or managing mental health service teams.

4. Skills and Knowledge:

• Deep understanding of mental health challenges in workplace settings, including issues like stress, burnout, and interpersonal conflict.
• Experience in crisis intervention, risk assessment, and escalation management protocols.
• Proven ability to develop and implement SOPs, quality assurance frameworks, and safeguarding measures.
• Familiarity with tools/software for helpline operations, data analysis, and remote team management.
• Fluent in both Mandarin and English

Benefits

Why Join Us?

• Make an Impact: Lead a team that delivers critical mental health support to individuals and organizations globally.
• Professional Growth: Access ongoing leadership training, workshops, and opportunities to grow your expertise.
• Collaborative Culture: Join a passionate team driven by a shared purpose of transforming mental health care.
• Work Flexibly: Enjoy the freedom of working remotely while driving meaningful outcomes.

If you’re a mental health leader ready to inspire teams, optimize processes, and make a difference, apply now to join Intellect as our next Helpline Supervisor.