Hotline Counselor

Postpartum Support International (PSI) works to promote awareness, prevention, and treatment of mental health issues related to childbearing. PSI supports families, provides expert training to providers, and creates a bridge between families and informed resources. PSI disseminates information and resources through its volunteers, website, training, chapters, and annual conference. PSI board and staff are dedicated and passionate individuals committed to alleviating distress and improving outcomes for pregnant and postpartum families. PSI headquarters is in Portland, Oregon, but the position is entirely remote. PSI additionally operates the National Maternal Mental Health Hotline, a 24/7 hotline federally funded by the Health Resources and Services Administration (HRSA).

The Hotline Counselor facilitates daily engagement with help-seekers of the National Maternal Mental Health Hotline (Hotline), delivering psychosocial support, referrals, and resources to pregnant and postpartum individuals, as well as their families and support systems. In coordination with the Services/Operations and Clinical teams, the Counselor serves as the primary point of contact, managing incoming telephonic, text, and chat inquiries. 

This is a fully remote position. The pay for this position is $62,830.00.

The schedule totals 40 hours per week. Tuesday - Saturday 4:00 PM - 12:00 AM Eastern.

PLEASE NOTE: Our training schedule for this role requires that you can attend 2 weeks (80 hours) of training, Monday – Friday, 6:00 am – 2:00 pm or 4:00 pm – 12:00 am, before you start your agreed-upon shift.

How You Will Contribute 

As the Hotline Counselor, you will perform the following key responsibilities:

• Answer incoming telephonic, text, and chat inquiries, conducting assessments to determine the nature of the contact and provide immediate psychosocial support, evidence-based information, and brief interventions.
• Educate help-seekers about perinatal mental health resources and services. Refer help-seekers to appropriate services and resources within approved directories.
• Maintain complete, accurate, detailed, and timely documentation of cases in the Salesforce system in real-time. Ensure documentation is in adherence with established policies and procedures. 
• Ensure professionalism in the virtual workspace and when using any of the provided communication platforms. Fully interact and engage with your remote team, including communicating while on shift via Slack and other mediums as assigned.
• Ensure the privacy and confidentiality of each help-seeker and their information.
• Attend and participate in routinely scheduled meetings, trainings, and development exercises as requested or required for the Hotline project. 

Education and/or Work Experience Requirements

• A bachelor's degree in a related field (psychology, social work, counseling, etc.) is preferred.
• 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 a Nurse, Nurse Midwife, Nurse Practitioner, Physician Assistant, or Psychiatrist, 
  • National or State-Certified Doula, Lactation Consultant, Childbirth Educator, or Peer Specialist.
• Two (2) years’ work experience in your profession, working with the maternal and child health population.
• Professional liability insurance coverage of at least $1,000,000 per occurrence, $3,000,000 aggregate.
• Demonstrated proficiency in using software applications, such as Microsoft Office, Google Workspace, Zoom, internet browsers, and search directories.
• Ability to manage conflict and tolerate distress while assisting help-seekers.
• Must be able to multitask and handle potentially unpredictable and high-acuity contacts within the mental health environment. 
• Ability to work independently and to carry out assignments to completion within the parameters of instructions given, prescribed routines, and standard accepted practices. 
• Ability to adapt to immediate changes and requirements outlined in policies, procedures, processes, and guidances. 

Additional Eligibility Qualifications

• Must complete and clear a Non–Sensitive Tier II - Moderate Check and Clearance background check (administered by HHS). 
• Must complete all training as required by Postpartum Support International training policies and procedures.
• Must be able to commit to the Postpartum Support International vision and be passionate about its mission. 
• Must possess optimal (high) internet speeds and be able to maintain optimal speeds for the utility of operating systems and platforms. 
• Must utilize a quiet and secure office space for privacy and confidentiality.  

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.

What We Offer

• A deep commitment to fostering a culture where everyone feels respected, valued, and supported. 
• A fully remote, asynchronous work environment that empowers you to work where and when you’re most effective while maintaining a healthy work-life balance. 
• Ongoing professional development opportunities to help you grow your skills and expand your network. 
• A comprehensive benefits package focused on your well-being, including medical, dental, and vision coverage. 
• Generous paid time off, including vacation (two weeks), holidays, sick leave, and personal days (three). 
• Inclusive parental leave (twelve weeks) supporting all paths to parenthood, along with resources to help balance family responsibilities
• Comprehensive retirement plan option with an organization-provided match to support your long-term financial goals.

Equal employment opportunity and having a diverse staff are fundamental principles at Postpartum Support International, where employment and promotional opportunities are based upon individual capabilities and qualifications without regard to race, color, religion, gender, pregnancy, sexual orientation/affectional preference, age, national origin, marital status, citizenship, disability, veteran status, or any other protected characteristic as established under law. Postpartum Support International does not discriminate against formerly incarcerated individuals.