**Position Summary**:
If you’re an experienced leader with a background in mental health, crisis management, and team development, this is your opportunity to make a meaningful impact on mental health services worldwide.
**Key Responsibilities**:
- Conduct regular check-ins and debriefs to provide tailored feedback and promote emotional well-being.
2. Effective Escalation and Crisis Management:
- Manage escalated and critical incidents calmly and efficiently, ensuring timely resolution.
- Step in directly for high-risk situations when required and document escalation processes.
- Develop and implement crisis response protocols in collaboration with clinical teams.
3. Performance Optimization and Team Development:
- Implement metrics to assess performance and identify areas for continuous improvement.
4. Operational Excellence and SOP Development:
- Create, review, and implement Standard Operating Procedures (SOPs) that ensure consistency, compliance, and safeguarding.
- Oversee staffing, shift allocation, and resource planning to ensure seamless helpline coverage across time zones.
5. Data-Driven Strategy and Reporting:
- Collect and analyze helpline KPIs (e.g., response times, call outcomes, peak usage) to inform decisions.
- Prepare performance and service delivery reports for leadership, identifying opportunities for optimization.
6. Specialized Leadership Support and Critical Incidents:
- Oversee a specialized helpline supporting managers and leaders with complex people management challenges.
- Participate in leadership training to deliver informed, timely, and empathetic guidance.
**Requirements**:
**1. Education**:




- Master’s Degree in Counselling or Clinical Psychology.
**2. Professional Certification and Licensing**:
- Licensed or certified as a mental health professional (e.g., Licensed Professional Counselor, Clinical Psychologist, or equivalent based on local regulations).
- Certification in workplace mental health or Employee Assistance Program (EAP) operations is a plus.
- Familiarity with GDPR, HIPAA, or equivalent data protection standards related to mental health service delivery.
**3. Experience**:
- 5-7 years of professional experience in clinical practice, crisis management, or mental health consultancy.
- At least 3 years of supervisory experience in EAP settings, helpline operations, or managing mental health service teams.
**4. Skills and Knowledge**:
- Deep understanding of mental health challenges in workplace settings, including issues like stress, burnout, and interpersonal conflict.
- Experience in crisis intervention, risk assessment, and escalation management protocols.
- Proven ability to develop and implement SOPs, quality assurance frameworks, and safeguarding measures.
- Familiarity with tools/software for helpline operations, data analysis, and remote team management.
**Benefits**
**Why Join Us?**
- Make an Impact: Lead a team that delivers critical mental health support to individuals and organizations globally.
- Professional Growth: Access ongoing leadership training, workshops, and opportunities to grow your expertise.
- Collaborative Culture: Join a passionate team driven by a shared purpose of transforming mental health care.
- Work Flexibly: Enjoy the freedom of working remotely while driving meaningful outcomes.

📌 Crisis Helpline Supervisor Mexico (México)
🏢 Intellect
📍 México