Director of the Embrace Lifeline (1564)

Major Duties and Responsibilities:

1. Coordinates with and oversees the performance of the lifeline clinical supervisors, operations officer and social worker
2. Coordinates with lifeline supervisors to oversee the performance of lifeline operators
3. Meets regularly with lifeline supervisors and helpline operators to assess lifeline operations, competence, burnout, and compassion fatigue
4. Revises set policies and procedures regularly with the support and input from stakeholders, lifeline supervisors as well as occasionally lifeline operators
5. Ensures quality of services provided through various quality assurance efforts and comprehensive monitoring and evaluation plans and key performance indicators of all lifeline operations  
6. Ensures continuing education activities and opportunities for lifeline operators with support of lifeline supervisors
7. Ensures positive working environment and capacity for growth among team members as well as team building events
8. Oversees and collaborate with social work department to enhance and develop the lifeline’s national database for community referrals and monitoring of community needs and issue bi-yearly/quarterly reports on social work services provided through the lifeline
9. Collaborates with research department to highlight the national impact of the lifeline through yearly publications
10. Collaborates with communications department to promote and highlight the lifeline service and its national impact through media outlets (online and offline) and quarterly publications
11. Screens and recruit new applicant volunteers to the Embrace Lifeline
12. Oversees the induction of new operators into the Embrace Lifeline call center and team.
13. Sets the yearly budget of the Embrace Lifeline and coordinate with Director of Strategic Partnerships to ensure sustainability of the lifeline
14. Coordinates with national stakeholders, partners, donors, and grow partnerships
15. Represents the Lifeline in national and international events
16. Represents the Lifeline in media appearances

General Skills 

• Excellent knowledge of Arabic and English. French is an asset
• Innovative, and willing to problem-solve using technology
• Excellent organizational and time management skills

Behavioral Competencies 

• Excellent leadership skills
• Capacity to handle emotionally taxing cases, and a high-paced working environment.
• Ability to work in a multidisciplinary team
• Excellent communication, problem solving, interpersonal and conflict resolution skills
• Cultural sensitivity
• Values and fosters diversity and inclusion