مطلوب مُشرف – National Lifeline Supervisor لمنظمة Embrace

A. GENERAL DESCRIPTION

The National Lifeline Supervisor will have the role to provide support and technical expertise for the National Lifeline operators and to ensure the provision of high-quality services to callers at the National Lifeline. The duties include overseeing the service provided by the operators at the National Lifeline.

B. ORGANIZATIONAL VALUES

• Respect: To consider all individuals worthy of high regards and respect
• Integrity: To adhere to the highest moral and ethical principles in fulfilling Embrace’s mission
• Compassion: To understand another person’s condition from their perspective and strive to respond to their needs
• Inclusiveness: To actively include stakeholders in decision making and the implementation of Embrace’s strategic goals
• Accountability: To acknowledge and assume responsibility for all actions and decisions undertaken within the organization
• Ownership: To assume one’s responsibility towards their role and the organization, to problem solve and actively seek feedback in a proactive manner
• Collaboration: To actively seek feedback from members of the team and work collaboratively with team members inside the organization as well as engage external partners in fulfilling Embrace’s mission and vision.

C. MAJOR RESPONSIBILITIES

• Providing technical constructive feedback to National Lifeline operators, to improve knowledge and skills of the lifeline call process.
• Providing emotional support and debriefing for operators during and after calls.
• Intervening in calls of high risk and imminent cases as per set protocol and collaboration whict and under the supervision of the clinical supervisor on call.
• Remaining on call for several days per need to be agreed upon to debrief operators, and assess competence, burnout, and compassion fatigue.
• Ensuring and overseeing appropriate documentation in line with National Lifeline policies and procedures.
• Participating in performance evaluation of operators.
• Assuming responsibility in ensuring high quality of care and service.
• Working closely with lifeline manager, other lifeline supervisors and social worker.
• Participating in the interviewing and selection of new operators’ applicants to National Lifeline.
• Making recommendations and providing suggestions to  Lifeline manager on initiatives related to capacity-building and improving quality and workflow.
• Attending weekly meetings with National Lifeline chief operators, supervisor(s) and manager.
• Documenting and archiving supervision notes during supervision meetings.