Postpartum Support International (PSI) works to promote awareness, prevention, and treatment of mental health issues related to childbearing. PSI operates the National Maternal Mental Health Hotline, a 24/7 hotline federally-funded by the Health Resources and Services Administration (HRSA). Counselors will be scheduled to ensure that the national NMMH Hotline is available 24 hours a day, 7 days a week, and 365 days a year to respond to callers and texters.
The Maternal Mental Health Hotline Counselor position requires previous experience providing mental health support to pregnant and postpartum individuals, and be a licensed mental health or healthcare provider, or a credentialed doula or Peer Support Specialist.
Essential Duties & Responsibilities
Postpartum Support International (PSI) works to promote awareness, prevention, and treatment of mental health issues related to childbearing. PSI operates the National Maternal Mental Health Hotline, a 24/7 hotline federally-funded by the Health Resources and Services Administration (HRSA). Counselors will be scheduled to ensure that the national NMMH Hotline is available 24 hours a day, 7 days a week, and 365 days a year to respond to callers and texters.
The Hotline Counselor Shift Lead will act as additional support to Hotline Counselors. Hotline Counselors support the day-to-day interaction with the National Maternal Mental Health Hotline help seekers providing emotional support and resources to pregnant and postpartum women and their supports/loved ones. Working in collaboration with the Services/Clinical team, the Hotline Counselor operates as the front-end support and engagement; answering incoming calls, texts, and chats and providing telephonic services, screenings, and treatment and recovery support in a culturally competent manner to support the NMMH Hotline.
This is an independent remote part-time position (20 hours a week). The schedule for the position is (EST):
Sunday 4PM-8PM
Monday 4PM-8PM
Tuesday 4PM-8PM
Thursday 4PM-8PM
Friday 4PM-8PM
Hotline Services Responsibilities (40%)
- Answer and be responsive to incoming calls, texts, and chats to provide immediate psychosocial support, evidence-based information, and brief interventions;
- Educate help seekers about resources and services in a professional approach in alignment with the practices and protocols of the NMMHH;
- Provide referrals for treatment and recovery support services to pregnant and postpartum women and their support persons/loved ones;
- Maintain complete, accurate, and timely documentation of cases in the Salesforce application;
- Ensure the privacy and confidentiality of each help-seekers and their information;
- Participate in all required NMMHH trainings and developmental activities and shift lead meetings/engagements.
Shift Coordination & Support Responsibilities (50%)
- Provide immediate access to Hotline Counselors who are simultaneously scheduled and logged into Salesforce, Nice cxONE, and Slack.
- Report to Clinical Supervisor and/or Hotline Services Manager feedback, experience, knowledge, and concerns, in the form of an End-of-Shift Report.
- Support the shift’s adherence to the standards for help seeker engagement; provision of psychosocial support, brief intervention, evidence-based information, resources and referrals for treatment and recovery support services to pregnant and postpartum women and their support persons/loved ones.
- Supports the maintenance of the break schedule within each shift to ensure compliance with company policies;
- Assist in the monitoring of beginning of shift and end of shift attendance and transitions, in the event of an absence, remind and encourage Hotline Counselors of protocols and policies such as “No-Call, No-Show Policy” and “Management Communication”.
- Assist in the orientation process of new hires by offering them opportunities to shadow Hotline Counselors, discuss company's policies, procedures, protocols, and support system navigation;
- Reinforce guidance to Hotline Counselors using the resources, materials, and documents pertinent to hotline services and operations;
- Connect Hotline Counselors with Information Technology (IT) to resolve issues, reinforce resources in the Technology Guidebook, and raise items of attention within the End-of-Shift Report;
- Accept, assist, and be in receipt of transferred escalated cases experiencing to ensure help-seekers and Hotline Counselors to address complex clinical needs of help-seekers and secondary stress/reactions of counselors;
- Conduct follow-up calls with help seekers who have experienced Perinatal or Postpartum Psychosis, as outlined in the Perinatal Postpartum Psychosis Protocol, this includes providing guidance, support, and referrals as needed to facilitate their recovery and well-being;
- Provide documentation to Clinical Supervisor in the event of a reportable incident or grievance during the shift;
- Assist in shift transition by providing end-of-shift reports and updates to the following shift, ensuring seamless handover and communication;
Hotline Communications (10%)
- Ensure the use of appropriate and professional communication for the shift and team during on all forms of communication platforms, i.e. Slack, Zoom, Google Meet, Slack, etc.
- Fully interact with your remote team, including communicating while on shift via Slack and other mediums as assigned.
Education and/or Work Experience Requirements
- Bachelor's degree in a relevant field
- Documented perinatal (maternal) mental health training.
- Candidates must be one of the following: Licensed mental health clinician, such as a professional counselor, social worker, psychotherapist, psychologist, or marriage and family therapist. Licensed healthcare professional who has experience in maternal and child health, such as nurses, nurse midwives, nurse practitioners, physicians, pediatricians, psychiatrists. Certified doulas, lactation consultants, childbirth educators. Certified Peer Specialist with a current state or national certification.
- Must complete and clear a Non–Sensitive Tier II - Moderate Check and Clearance background check (administered by HHS/HRSA).
- Two (2) years’ work experience in your profession, work with the Perinatal population.
- Must be able to obtain a Certification in Perinatal Mental Health within six months of hire. Training and examination is covered for the first attempt only
Additional Requirements
- Strong communication and interpersonal skills
- Ability to multitask and prioritize tasks efficiently
- Proficiency in using Google Suites, Salesforce and other relevant software
- Ability to work in a fast-paced environment and work in shifts as required.
Additional Eligibility Qualifications
- Excellent verbal and written communication skills, including ability to effectively communicate with help seekers and NMMHH administrative team members;
- Maintain a good standing state licensure or certification;
- Must be able to work under pressure and meet deadlines, while maintaining a positive attitude, and sensitive demeanor;
- Must be able to multi-task and handle potentially unpredictable and high acuity situations;
- Can adapt to immediate changes in policies and procedures;
- Must be able to communicate effectively and be a team player;
- Must be able to commit to the Postpartum Support International vision and be passionate about its mission;
- Ability to work flexible traditional and non-traditional hours;
- Ability to work independently and to carry out assignments to completion within parameters of instructions given prescribed routines, and standard accepted practices;
- High Internet speed (100 mbps for ONE home remote user, 150 mbps for one home remote user and up to 4 additional users (no gaming), 200+ mbps if multiple users or any cloud gaming, you tube, social media (and social media gaming) / streaming. If another member of the household is learning or working remotely, the requirement is either 150 or 200 based on how much live feeds / streaming is included.)
- Must utilize a quiet and secure office space for privacy and confidentiality.
Benefits
- Paid vacation
- 12 Paid Holidays
- 12 weeks paid parental leave
- Medical, Dental, and Vision Insurance
- Professional development assistance
- Retirement plan option
Physical Requirements
- Ability to safely and successfully perform the essential job functions consistent with the ADA, and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards;
- Required to sit, stand, walk, speak and hear while performing the duties of this job, regularly. The position requires extensive computer use so the employee must have sufficient hand dexterity to use a computer keyboard and be capable of reading a computer screen.
Job Type: Part-time
Pay: $31,415.00 - $35,750.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
- 4 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Night shift
- Overnight shift
- Weekends as needed
Work Location: Remote
