English HelpLine Quality Assurance & Volunteer Support Conduct case reviews of English HelpLine Contact Forms (calls and texts) to assess quality, consistency, support, and adherence to policies and proceduresIdentify and forward problematic interactions, learning opportunities, and positive interactions to the HelpLine ManagerProvide direct, constructive feedback to volunteers on interactions, growth areas, and strong performanceSupport volunteer development through protocol reminders, tips, and quality improvement resourcesSupport Navigator Program Floating and Form Processing Collaborate with the Support Navigator and Lived Experience Specialist programs staff membersHelp Seeker Interaction: provide unbiased, nonjudgmental perinatal mental health peer support, education, empathy, and resource referrals within an assigned coverage areaRespond to help seeker requests via iCarol when a local Support Navigator is unavailableDocument follow-up attempts and communications in iCarolResearch and consult with local/state coordinators, as needed, to make appropriate referralsReview and triage iCarol forms from online forms or the HelpLineReassign Follow Up Activities when volunteers are unable to assist.Attend weekly Support Navigator Program Team meetingsDirect Help Seeker SupportRespond to voicemails and text conversations with timeliness, compassion, and a non-judgmental approach, prioritizing volunteers as first respondersOffer emotional support, validation, and resource options aligned with PSI's peer support modelUse open-ended questions and active listening, prioritizing presence over problem-solvingRecognize when to escalate beyond the non-clinical, non-crisis scope of the roleCover at least 2 weekly English HelpLine shiftsConfidentiality & ProfessionalismConduct all calls and texts in a private, distraction-free environment using headphones/headsetNever use speakerphone or take calls/texts in public or shared spacesKeep all communication within approved PSI systems and platformsQueue Management & Risk EscalationMonitor and engage in the HelpLine Voicemail and Text Queue during surges, prioritizing by wait time and risk indicatorsMeet response expectations during surgesRecognize indicators of suicide risk, safety concerns, or crisis-level needs and provide appropriate resources (e.g., 988)Use internal escalation pathways and escalate safety concerns identified during QA to the HelpLine ManagerDocumentation & CollaborationComplete accurate, thorough iCarol Contact Forms for every interactionMaintain accuracy in key fields (contact attempts, referral pathways, outreach source, etc.)Communicate proactively via Slack Participate in a collaborative, team-based approach to supporting help seekers, volunteers, and staffStay open to feedback and contribute to a culture of learning and growth
about 1 month ago