Helpline Supervisor (In Office Position)

Join FirstLink in Fargo, ND, as a Full-Time Helpline Supervisor in our lively contact center, where every day brings new opportunities to manage a passionate team dedicated to crisis intervention and supporting the emotional and basic needs of the communities we serve. You'll be tasked with leading a dynamic group of Helpline Specialists on a dedicated shift to provide compassionate care to help-seekers reaching the local 988 Suicide & Crisis Lifeline and 211 Information & Referral Helpline! With a competitive pay starting at $24/hour, you will not only find passion in your work but also be rewarded for it!

FirstLink offers a competitive benefits package including 100% paid medical, dental, and vision insurance. If you're ready to take the next step in your career and inspire others to make a difference, this position is the perfect fit for you!

FirstLink is growing! As a result, we are seeking dedicated Helpline Supervisors for each of the following shifts:

• Daytime, 9am-5pm


• Evening, 5pm-1am


• Overnight, 1am-9am

Your day as a HELPLINE Supervisor

As a Helpline Supervisor at FirstLink, you'll manage a dedicated shift at our 24/7 contact center. This includes supervising an enthusiastic team, coordinating shift coverage, and diving into quality reviews or performance monitoring to keep our high standards intact. You'll facilitate engaging 1:1 meetings and conduct insightful 90-day, quarterly, and annual reviews, ensuring your team receives support to develop their skills and advance their careers at FirstLink. Get ready to lead with passion and make a real difference in the world of behavioral health and mental health support!

What matters most

To thrive as a Helpline Supervisor at FirstLink, you'll need a unique blend of hands-on leadership skills and a compassionate heart. Effective communication is paramount, as you'll be guiding team members to provide effective support and ensure the safety of help-seekers across all lines. Strong organizational skills will help you manage various responsibilities and ensure your shift is seamless.

A background in behavioral health or customer service will be valuable, enabling you to understand the challenges your team faces.

THE DETAILS

Helpline Supervisors are scheduled to work 40 hours/week on their dedicated shift, and are part of a holiday rotation. Helpline Supervisors are assigned a consistent weekly schedule with two consecutive days off. Schedule will include at least one weekend shift (Saturday or Sunday) with a wage incentive available for those scheduled to work full weekends (with two consecutive weekdays off).