Offer summary

Qualifications:

Master's Degree in Counselling or Clinical Psychology., Licensed or certified mental health professional (e.g., Licensed Professional Counselor, Clinical Psychologist)., 5–7 years of experience in clinical practice, crisis management, or mental health consultancy., At least 3 years of supervisory experience in helpline operations or mental health service teams..

Key responsibilities:

Supervise and mentor helpline responders to ensure high-quality service.

Manage escalated and critical incidents, developing crisis response protocols.

Drive team development through training, workshops, and performance metrics.

Create and implement operational guidelines and analyze KPIs to optimize service delivery.

Job description

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 topquality service delivery, and create tailored strategies to address regionspecific challenges. You’ll also develop operational guidelines, manage escalations, and empower teams to deliver lifechanging 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 highquality service.

• Conduct regular checkins and debriefs to provide tailored feedback and promote emotional wellbeing.

• 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 highrisk 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 datadriven insights and quality assurance metrics.

5. DataDriven 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 toolssoftware for helpline operations, data analysis, and remote team management.

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.

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