Helpline Supervisor

Are you ready to make a difference in our community? At Jewish Community Services of South Florida (JCS), you’ll join a team of passionate professionals dedicated to making a positive impact in the lives of those we serve. Joining our team means contributing to a well-respected organization with over a century of service to the South Florida community, rooted in the values of compassion, inclusivity, and resilience. Our team members find purpose in empowering individuals and families through meaningful programs and initiatives. We foster a collaborative environment where your talents are valued, and you’ll have opportunities for personal and professional growth. If you’re looking to be part of an organization that values your contributions and promotes a culture of unity and support, JCS is the place to be.

SUMMARY OF POSITION: The Helpline Supervisor provides daily supervisory and operational support for Contact Center services and staff. The position serves as a first point of contact for staff questions, escalated contacts, crisis situations and on shift decision making. The Helpline Supervisor monitors staff performance, service delivery, schedule adherence, quality assurance, and compliance while supporting training, onboarding, crisis intervention and Contact Center goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The essential duties and responsibilities include the following. Other duties may be assigned.

• Provides daily supervision and support to staff, including live monitoring, break oversight, schedule adherence, queue activity, and call volume
• Serves as the first point of contact for staff questions, escalated contacts, immediate crisis situations, and on-shift operational decision-making
• Provides consultation and debriefing support to counselors handling difficult, stressful, or high-risk contacts
• Monitors and documents staff performance and provides timely coaching, feedback, and corrective guidance, as appropriate
• Ensures assigned staff meet established QA standards, service levels, attendance requirements, documentation standards, and key performance indicators
• Monitors and reports QA scores, refused contacts, attendance, abandonment rates, and required documentation, including incident reports, suicide assessments, and abuse reports
• Conducts performance evaluations for direct reports and supports performance management processes
• Supports recruitment, interviewing, hiring, onboarding, mentoring, coaching, and training of new staff
• Coordinates and supports new-hire training, including software, information and referral, crisis intervention, on-the-phone training, and quality assurance
• Identifies training and professional development needs and collaborates with training and management staff
• Assists with scheduling, shift coverage, and staffing gaps across Contact Center platforms and shifts
• Demonstrates flexibility regarding Contact Center coverage needs, including alternate shifts when backup coverage is required
• Provides information and referrals to social service agencies and ensures accurate, timely database documentation
• Provides telephone and chat crisis counseling and suicide intervention services to individuals experiencing crisis situations
• Prioritizes, sets appropriate time limits, and properly concludes contacts with active or difficult callers
• Ensures compliance with Helpline protocols, agency policies, confidentiality requirements, and HIPAA regulations
• Coordinates and oversees assigned individual and team tasks and collaborates with leadership on special projects and operational initiatives
• Participates in disaster response and other Contact Center or agency teams, as assigned
• Maintains professional working relationships and effective written and verbal communication
• Participates in trainings, seminars, workshops, staff meetings, and in-services
• Collaborates with internal departments, including IT, Human Resources, and Resource staff, as needed
• Creates and submits reports and operational documentation, as assigned

SUPERVISORY RESPONSIBILITIES:

This position directly supervises Helpline Counselors and may provide oversight and support to interns and volunteers. Responsibilities may include interviewing, onboarding, training, coaching, assigning work, monitoring performance, completing evaluations, addressing staff concerns, supporting corrective action processes, and resolving operational problems in accordance with agency policies and applicable laws.

PERKS: We are proud to offer a competitive benefits package to all full-time employees, including medical and dental plans. A generous vacation and holiday pay benefit and a 401(k) match is available. Staff receives monthly in-service training and CEU opportunities. This is a one of a kind opportunity for leadership in talent management to contribute to a team of mindful, caring and passionate people at work every day in service to our community!

ABOUT: Jewish Community Services of South Florida (JCS) is the foremost non-profit, human services agency whose mission is to improve the quality of life and self-sufficiency of the Jewish and broader communities throughout South Florida in accordance with Jewish values. Founded in 1920, JCS delivers exemplary social services through compassionate and comprehensive programs that help people stay healthy and productive.

JCS is a 501(c)(3) not-for-profit organization and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, disability, gender identity, gender expression, national origin, or veteran status.

JCS strictly enforces a Drug-Free Workplace Policy, which prohibits the use, possession, distribution, or sale of controlled substances and alcohol on company premises, during work hours, or while representing the company. Pre-employment and random drug testing may be required as part of our commitment to a drug-free workplace.

All Full-Time staff members are required to attend and work from start to end, JCS' Milk and Honey, Matzah Mitzvah and other similar events, which are typically held on Sundays and/or evenings. These events are essential to our organizational culture and participation is key to fostering team unity, supporting our values, and engaging with our community. By attending, it helps to set the standard for involvement and demonstrate our commitment to these meaningful traditions.

**Please be advised, if selected for this position, you will be required to submit to a level II background screening through the DCF Clearinghouse: https://info.flclearinghouse.com

Qualifications

• Bachelor’s degree in Psychology, Social Work, Human Services, or a related field preferred. Equivalent education and relevant experience may be considered.
• Minimum of two years of experience in a contact center, crisis services, information and referral, or a related setting.
• Supervisory, leadership, coaching, or training experience preferred.
• Information and Referral and Crisis Worker certifications must be obtained and maintained in accordance with program and funder requirements.
• Successful completion of required supervisory and leadership training within established departmental timeframes.
• Ability to communicate calmly and effectively in emergency, crisis, or high-stress situations.
• Strong written and oral communication skills and ability to prepare reports and performance documentation.
• Skilled in Microsoft Office, email, intranet, and applicable Contact Center systems.
• Ability to work effectively and sensitively with culturally diverse populations.
• Bilingual English/Spanish required.