Crisis Helpline Supervisor - Bilingual

4 days ago

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Intellect

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Intellect is a leading platform focused on enhancing mental health and wellbeing in the workplace. It offers a comprehensive, research-backed mental health platform that combines technology with human touch to provide an accessible mental health journey. The platform includes self-guided programs, access to licensed psychologists, behavioural health coaches, and crisis support, available in 30 languages across 60 countries. Intellect is designed to empower HR professionals and organizations by providing tools that improve employee wellbeing, decrease anxiety, and boost productivity. It facilitates customised mental health support, allowing organisations to tackle challenges such as low productivity and team dynamics effectively.

51 - 200 employees

🧘 Wellness

🤝 B2B

☁️ SaaS

📋 Description

• 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. • 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.

🎯 Requirements

• 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

🏖️ Benefits

• 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.