Manager, Hotline Operations (Evening/Overnight)

Every Mind; Maryland; On-site; USD 78,000 - 90,000; Full time

Job summary

A forward-thinking nonprofit organization is seeking an Evening/Overnight Hotline Operations Manager to lead a dedicated team in providing critical crisis support. This role involves supervising hotline staff, ensuring quality service delivery, and fostering a positive workplace culture. With a strong emphasis on personal resilience and mental health, the position offers a competitive compensation package, including comprehensive benefits and professional development opportunities. Join a passionate team making a meaningful impact in the community and enjoy a flexible schedule that promotes work-life balance.

Benefits

Medical, Dental, and Vision Insurance

Employer Paid Life and Long Term Disability Insurance

401K Matching Benefit

Over 50 Days of Leave

Professional Development Opportunities

Employee Assistance Program

Flexible Schedule

Referral Bonus Program

Employee Discount Program

Qualifications

• 3+ years in crisis/emergency services with supervisory experience.
• High resilience and stable mental health essential for the role.

Responsibilities

• Supervise Hotline Supervisors and Senior Crisis Counselors.
• Ensure smooth service delivery and maintain supervision schedules.

Skills

Crisis Handling Skills

Effective Collaboration

Confidentiality

Independence

Education

Bachelor’s Degree

Job description

Job Details

Level: Management

Job Location: 1000 TWINBROOK PARKWAY - ROCKVILLE, MD

Position Type: Full Time

Education Level: 4 Year Degree

Salary Range: $78000.00 - $90000.00 Salary

Travel Percentage: Up to 25%

Job Shift: Overnight

Job Category: Community Support Services

Description

Want to make a difference? Come be a part of the amazing work EveryMind is accomplishing!

EveryMind is hiring an Evening/Overnight Hotline Operations Manager to join our Crisis Hotline team. The EveryMind Hotline provides supportive listening and crisis support for visitors experiencing mental health challenges in Montgomery County, Maryland, and nationwide, via phone, chat, and text.

Why Join EveryMind?

EveryMind is a growing, private nonprofit organization with 210 employees across 27 locations, serving the community for nearly 65 years. Recognized as a Top Place to Work in Montgomery County by Bethesda Magazine, we offer a positive workplace culture and a competitive compensation package for a healthy work-life balance.

Our compensation package includes:

• Medical, Dental, and Vision insurance options
• Employer Paid Life and Long Term Disability Insurance
• 401K Matching Benefit
• Over 50 Days of Leave (Vacation, Sick, Wellness, Holidays, Birthday, etc.)
• Professional Development Opportunities
• Employee Assistance Program
• Flexible Schedule
• Referral Bonus Program
• Employee Discount Program

Primary Function:

Supervise teams of Hotline Supervisors and Senior Crisis Hotline Counselors, ensuring smooth service delivery, and collaborate with hotline leadership to promote quality.

Schedule:

• Thursday 3pm - 11:30pm
• Friday 7pm - 3:30am
• Saturday 7pm - 3:30am
• Sunday 7pm - 3:30am
• Monday 3pm - 11:30pm

Essential Duties and Responsibilities:

1. Supervise and manage Hotline Supervisors and Senior Crisis Hotline Counselors, including regular supervision meetings, scheduling, onboarding, training, coaching, and performance evaluations.
2. Provide supervision support during direct service shifts, maintain supervision schedules, and support outreach and emergency contacts.
3. Attend meetings, develop policies, solve problems proactively, and review protocols to support the overnight shift.
4. Ensure accurate and timely approval of timecards, organize team events, and participate in ongoing training.

Supervision exercised:

Supervise Hotline Team Supervisors and occasionally Crisis Hotline Counselors.

Supervision received:

Reports to Sr. Manager, Hotline Operations.

Qualifications

Minimum Qualifications:

Must be able to perform all essential duties satisfactorily. Reasonable accommodations may be provided for disabilities.

Personal Resilience and Mental Health: High resilience and stable mental health are essential due to the high-stress nature of the role.

Education: Bachelor’s degree or equivalent experience.

Experience: At least 3 years in crisis/emergency services with increasing responsibility, including supervisory experience; Hotline experience preferred.

Abilities: Effective collaboration, confidentiality, independence, crisis handling skills.

Physical and Emotional Demands: Ability to handle physical tasks, lift up to 35 pounds, and work in emotionally challenging situations. Recent trauma or suicidality history may pose risks.

Working Conditions: Mostly on-site with some remote work possible; requires travel, valid driver’s license, and vehicle access. Must pass background and criminal checks.