Crisis Helpline Supervisor (Bilingual)
- Singapore
- Permanent
- Full-time
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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
- 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.