Clinical Supervisor, Maternal Mental Health Hotline
Essential Duties & Responsibilities
Postpartum Support International (PSI) works to promote awareness, prevention, and treatment of mental health issues related to childbearing. PSI supports families, provides expert training to providers, and creates a bridge between families and informed resources. PSI disseminates information and resources through its volunteers, website, training, chapters, and annual conference. PSI board and staff are dedicated and passionate individuals committed to alleviating distress and improving outcomes for pregnant and postpartum families. PSI headquarters are in Portland, Oregon, but the position is entirely remote. PSI additionally operates the National Maternal Mental Health Hotline, a 24/7 hotline federally funded by the Health Resources and Services Administration (HRSA).
The National Maternal Mental Health Hotline (NMMHH) Clinical Supervisor supports the hotline clinical supervision efforts through quality, training, evaluation, and resource development and deployment. The Clinical Supervisor serves as a Core Team member and renders guidance to address the complex clinical needs of help-seekers and to support members of the counselor team (Shift Leads and Hotline Counselors) with experienced secondary stress/reactions through the development of sound processes, practices, training, and protocols.
The Clinical Supervisor may also provide direct telephonic service to callers, texters, and web chatters who use the hotline, as necessary, which requires rapid assessment of complex perinatal health situations, development, and recommendation of appropriate interventions to be implemented with individuals, their families, and a wide variety of community helpers, including law enforcement and EMS personnel. The Clinical Supervisor reports directly to the Manager of Clinical Services.
Contract funds support this position and this position is full-time. While the standard hours for this position could be Monday-Friday, it requires flexibility to ensure appropriate management and support of hotline staff working weekend, mid, and night shifts. On-call consultation and weekend responsibilities on a rotating schedule are required in this role to support our staff working 24/7.
The identified schedule options for this role are Monday - Friday 12 AM - 8 AM EDT or Monday - Friday 10 PM - 6 AM EDT. Please identify your schedule interest if invited to participate in the questionnaire.
Specific Activities include:
- Clinical Supervision (65%):
- Support clinical services efforts and supervision, providing immediate outreach and supervision to the Hotline Counselors through quality auditing of service provision and documentation, policy and protocol adherence, training, evaluation, and resource development and deployment.
- Provide direct clinical supervision, immediate consultation, and supportive debriefing to Hotline Counselors with approaches including culturally agile practices, guidance, resources, and education through up-to-date and informed standards of best practice.
- Conduct routine and standardized one-to-one supervisions with Hotline Counselors, to ensure adequate knowledge of mandatory reporting requirements, crisis management, engagement with law enforcement if needed, state laws, the successful mitigation of complex clinical needs of help-seekers, and to provide support to secondary stress/reactions experienced by counselors.
- Support the development of counselor and crisis protocols, tools, and resources to support and equip Hotline Counselors in their interactions and experiences with help-seekers. Remain consistently informed and up-to-date on NMMHH policies, procedures, and protocols to inform support of Hotline Counselors. Revise and evaluate protocols as needed to support quality practices and identifications.
- Participate in daily operational surveillance and routine active monitoring, and assist in operations with keeping call, text, and chat service level expectations within project standards.
- Lead and support routine weekly clinical quality activities (continuous quality improvement; universal data quality; clinical data and case management).
- Perform clinical quality improvement exercises.
- Participate in project reporting activities as required;
- Hotline Services & Training/Development (20%):
- Participate in hiring, orienting, onboarding, and training Hotline Counselors and Shift Leads in protocols, counselor protocols and practices, NMMHH policies and procedures, and documentation.
- Assist the Manager of Clinical Services in identifying individual and team members' training needs;
- Train and educate counselor team members on documentation practices and clinical service quality through one-to-one clinical supervision, feedback and evaluation, formal discussions, immediate outreach as needed (i.e., upon observation and/or as determined by the Manager of Clinical Services), and team meetings;
- Engage and build rapport with Shift Leads to ensure the translation of information and insights across the team.
- Conduct routine reviews of incidents in all systems and platforms to provide feedback to the Hotline Services Manager and Manager of Clinical Services for mitigation and quality.
- Conduct data quality checks, desk audits, and report generation of the data collection system to ensure counselor team members' documentation and adherence are sound and reflective of NMMHH policies, practices, and standards;
- Hotline Communications (10%):
- Participate in regular continuous quality improvement activities and exercises, as it relates to services/clinical updates (i.e., data collection, data enhancement, routine active monitoring, training, protocol/process design, and tool development).
- Lead and facilitate productive discussions in Slack channels when actively on shift; actively engage and interact with Hotline Counselors when actively on shift.
- Participate in all Hotline required meetings (Core, Quality Improvement, Strategy Sessions/Workgroups, Trend Data Review, team and cross-functional meetings, etc.) as invited and scheduled; review weekly meeting recordings that occur off regularly scheduled shift.
- Develop, foster, and maintain strong working relationships with Hotline staff, committees, boards, as well as external organizations and institutions to pursue the NMMHH’s engagement-focused initiatives, meet project goals and timelines, and review work products.
- Operational Need & Surge Protocol Response (5%):
- In the event of an anticipated uptick or surge to the National Maternal Mental Health Hotline and in alignment with the Surge Protocol, assist and support by providing live text, phone, and web chat support, and adhering to Hotline Counselor protocols and practices.
- Please note, this is only in the event of an uptick or surge, in which you are asked or requested to participate. The Clinical Supervisor will only be requested to support the operations during the active hours or shifts they are working. There is no requirement to use flex time or work overtime.
- Education and/or Work Experience Requirements
- Master’s degree or higher in clinical social work, counseling, psychology, or a related behavioral/mental health field.
- Hold and actively maintain professional licensure in good standing: Licensed Clinical Social Worker (LCSW), Licensed Professional Counselor (LPC), or Licensed Mental Health Counselor (LMHC) required, as well as individual liability insurance
- A minimum of two years (2) of experience in a management role is required, preferably in the field of behavioral/mental/public health.
- A minimum of five years post-master's experience in mental health services.
- Must have documented clinical supervision training and documented hours of qualified clinical supervision.
- Preference for Certification in Perinatal Mental Health or be eligible to hold within six (6) months of employment.
- Proven experience in providing perinatal mental health services and working with a wide variety of populations.
- Familiarity with the needs of mental health and public health issues related to pregnancy and postpartum.
- Strong leadership skills with the ability to motivate and mentor a team of clinicians.
- Excellent communication and interpersonal skills.
- Knowledge of trauma-informed care and culturally sensitive counseling approaches.
- Familiarity with relevant laws, regulations, and ethical standards in mental health practice.
- Knowledge of maternal health issues, perinatal mood disorders, and related topics.
- Familiarity with crisis intervention techniques and the ability to remain calm under pressure.
- Commitment to upholding ethical standards and confidentiality in counseling services.
- Passion for maternal mental health advocacy and a commitment to making a difference in the lives of individuals and families.
- Additional Eligibility Qualifications
- Must complete and clear a Non–Sensitive Tier II - Moderate Check and Clearance background check (administered by HHS/HRSA).
- Maintain a good standing state licensure or certification and carry individual liability insurance coverage;
- Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and sensitive demeanor;
- Familiarity with the overall operational procedures at the administrative levels of the organization;
- Strong analytical and data-driven mindset that translates into leadership skills;
- Ability to work flexible, traditional, and non-traditional hours, including nights and weekends.
- Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices;
- Must utilize a private, HIPAA-compliant, quiet, and secure office space for privacy and confidentiality;
- Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices;
- High Internet speed (100 Mbps for ONE home remote user, 150 Mbps for one home remote user and up to 4 additional users (no gaming), 200+ Mbps if multiple users or any cloud gaming, YouTube, social media (and social media gaming) / streaming. If another member of the household is learning or working remotely, the requirement is either 150 or 200, based on how much live feeds/streaming is included.)
- Benefits
- Two (2) weeks of paid vacation
- 12 Paid Holidays
- 12 weeks of paid parental leave
- Medical, Dental, and Vision Insurance
- Professional development assistance
- Retirement plan option
- Physical Requirements
- Ability to safely and successfully perform the essential job functions consistent with the ADA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards;
- Required to sit, stand, walk, speak, and hear while performing the duties of this job, regularly. The position requires extensive computer use, so the employee must have sufficient hand dexterity to use a computer keyboard and be capable of reading a computer screen.
- In-Person Availability
- While this role is predominantly a remote position, travel and in-person meeting attendance are required up to two times per year for internal PSI meetings, and as needed for contractually essential stakeholder engagements (estimated no more than twice per year).
Job Type: Full-time
Pay: $70,000.00 - $80,000.00 per year
- Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Parental leave
- Professional development assistance
- Retirement plan
- Vision insurance
People with a criminal record are encouraged to apply
Work Location: Remote
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