Warmline Shift Supervisor
Mental Health Minnesota is hiring a shift supervisor for the Minnesota Warmline to work Thursday and Saturday evenings, 5 PM to 10 PM. The Warmline Shift Supervisor is responsible for providing guidance, direction and supervision to Warmline operators, responding to texts, and addressing issues or concerns during assigned shifts. Shift supervisors are required to be Certified Peer Specialists (completed the Minnesota Department of Human Services training), and must have previous experience working as a Certified Peer Specialist.
Phone Service Logistics: Distribute incoming calls to operators based on availability; Track frequent caller information during each shift to ensure that Warmline policies are followed (i.e. one call per night); Ensure that all Warmline policies and procedures are followed in order to provide consistency and high-quality in the Warmline service (including enforcing call time limits); Problem solve any issues related to phone system that occur during assigned shift
Texting Service: Respond to all texts sent to the Minnesota Warmline; Supervise texting volunteers as needed; Ensure that texting policies and procedures are followed (including enforcing time limits); Collect data related to texting as requested by program staff; Problem solve any issues related to texting software that occur during assigned shift
Operator Oversight and Guidance: Provide guidance and direction to operators as needed, and address issues or concerns that come up during each assigned shift; Provide support to operators utilizing warm hand-offs to county crisis and/or 911 (911 calls should only be made with approval of the shift supervisor); Work with operators to process/discuss difficult calls as needed; Participate in training of new operators, as requested by program staff; Manage operator schedules during assigned shifts, including breaks
Other Duties: Provide an end-of-shift report each evening; Attend monthly Warmline staff meetings; Meet weekly by phone with other Warmline shift supervisors to discuss areas of concern/problem solve, as well as opportunities for program improvement
To apply, please send brief cover letter and resume to firstname.lastname@example.org.
Mental Health Minnesota is hiring operators to staff the Minnesota Warmline. Operators are required to have completed the Minnesota Department of Human Services approved Certified Peer Specialist Training program. The Minnesota Warmline is a confidential and non-judgmental peer support phone line that operates Monday through Saturday, from 5:00 PM to 10:00 PM. A variety of shifts are open. Click the link below for more information and to access our recently updated employment application. NOTE: If you have applied in the past, please submit a new application using this link.