HelpLine Quality Assurance Specialist (English)

About the role

Conduct case reviews of English HelpLine Contact Forms (calls and texts) to assess quality, consistency, support, and adherence to policies and procedures. Identify and forward problematic interactions, learning opportunities, and positive interactions to the HelpLine Manager. Provide direct, constructive feedback to volunteers on interactions, growth areas, and strong performance. Support volunteer development through protocol reminders, tips, and quality improvement resources.

Responsibilities

• Support Navigator Program Floating and Form Processing:
  • Collaborate with the Support Navigator and Lived Experience Specialist programs staff members.
  • Provide unbiased, nonjudgmental perinatal mental health peer support, education, empathy, and resource referrals within an assigned coverage area.
  • Respond to help seeker requests via iCarol when a local Support Navigator is unavailable.
  • Document follow-up attempts and communications in iCarol.
  • Research and consult with local/state coordinators, as needed, to make appropriate referrals.
  • Review and triage iCarol forms from online forms or the HelpLine.
  • Reassign Follow Up Activities when volunteers are unable to assist.
  • Attend weekly Support Navigator Program Team meetings.
• Direct Help Seeker Support:
  • Respond to voicemails and text conversations with timeliness, compassion, and a non-judgmental approach, prioritizing volunteers as first responders.
  • Offer emotional support, validation, and resource options aligned with PSI's peer support model.
  • Use open-ended questions and active listening, prioritizing presence over problem-solving.
  • Recognize when to escalate beyond the non-clinical, non-crisis scope of the role.
  • Cover at least 2 weekly English HelpLine shifts.
• Confidentiality & Professionalism:
  • Conduct all calls and texts in a private, distraction-free environment using headphones/headset.
  • Never use speakerphone or take calls/texts in public or shared spaces.
  • Keep all communication within approved PSI systems and platforms.
• Queue Management & Risk Escalation:
  • Monitor and engage in the HelpLine Voicemail and Text Queue during surges, prioritizing by wait time and risk indicators.
  • Meet response expectations during surges.
  • Recognize 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 Manager.
• Documentation & Collaboration:
  • Complete accurate, thorough iCarol Contact Forms for every interaction.
  • Maintain 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 staff.
  • Stay open to feedback and contribute to a culture of learning and growth.