Helpline Supervisor (In Office Position)

FirstLink; Fargo (ND); On-site; USD 33,000 - 39,000; Full time

Benefits offered by this job

Employee Assistance Program

100% paid health, dental, and vision

Long-term and short-term disability

Life insurance

Paid time off

Job summary

FirstLink in Fargo, ND is seeking a Full-Time Helpline Supervisor to lead a dedicated shift within our 24/7 contact center, focusing on crisis intervention and emotional support. You will supervise Helpline Specialists, coordinate coverage, and participate in quality reviews to maintain high service standards.

Starting pay is competitive at $24/hour with opportunities for advancement. The role requires a high school diploma or GED and ideally 1 year of call center or mental health experience;

Qualifications

• Must have strong leadership and communication abilities.
• Experience supervising a team and coordinating shifts.
• Background in behavioral health, crisis support, or customer service is valuable.

Responsibilities

• Lead a Helpline shift and supervise a team of specialists.
• Coordinate shift coverage and conduct performance reviews.
• Conduct 1:1 meetings and promote team development.
• Ensure safety and quality standards across crisis lines.

Skills

Leadership

Communication

Organizational skills

People management

Education

High school diploma or GED

Job description

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).

FirstLink provides extensive training to ensure that you are confident and ready to make a difference in the lives of others everyday!

Job Type: Full-time

Starting at $24 per hour

Benefits:

• Employee Assistance Program
• 100% paid health, dental, and vision insurance (for the employee only)
• Long-term and short-term disability
• Life insurance
• 12 days of paid time off, 8 hours accrued per month during the first calendar year

Required Education and Experience:

• Must have a high school diploma or GED
• Must be 18 years of age or older
• Must be able to read, write, and follow oral or written instructions
• Preference to candidates with at least 1 year of experience in a call center, customer service, human service, or mental health position

Work Location: In person