Lifeline General Manager

1. GENERAL DESCRIPTION

The National Lifeline General Manager is responsible for overseeing the comprehensive operations and activities of the National Lifeline, a critical resource in supporting the mental health needs of the Lebanese community. Working in collaboration with the National Mental Health Program, the Lifeline National Manager will be responsible for ensuring the provision of high-quality services, sustainability, and growth of the Lifeline as a crucial national tool for responding to mental health crises. This role requires a dynamic, compassionate organized and empathetic leader dedicated to the mental well-being of the community and to making a positive impact on those in need, and able to work in agile and taxing environments.

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 DUTIES & RESPONSIBILITIES

Strategic Leadership and Team Co-ordination

1. Develop and implement strategic initiatives aligned with the mission of the National Lifeline and the organizational goals.
2. Provide visionary leadership to enhance the effectiveness and impact of the Lifeline services and suicide prevention in general.
3. Oversee and coordinate the performance of the clinical supervisors, operations manager, social workers and other essential team members.
4. Foster a supportive team culture that prioritizes empathy, growth, collaboration, and continuous improvement.
5. Coordinate with lifeline supervisors to oversee the technical performance of lifeline operators and collaborate with operations manager on logistical matters.
6. Promote awareness and understanding of mental health issues thought public engagement initiatives.
7. Cultivate and maintain positive relationships with national stakeholders and potential donors to ensure ongoing support and advocacy for the National Lifeline and suicide prevention efforts. 
8. Develop and implement strategies to promote staff well-being, resilience, and professional growth.

Operational Excellence:

1. Ensure seamless and efficient hotline operations by coordinating with supervisors on technical performance and the operations manager on logistical matters.
2. Implement best practices and innovative approaches to enhance the overall efficiency of the National Lifeline.
3. Regularly engage with the team to assess and address issues related to competence and compassion fatigue.
4. Review, update, and implement policies and procedures in collaboration with stakeholders to maintain high standards of service delivery.
5. Establish and oversee quality assurances processes, including monitoring and evaluation plans and key performance indicators.
6. Compile and publish regular reports on the National Lifeline operations, ensuring transparency and accountability.
7. Recommend and organize continuing education activities for lifeline operators to enhance their skills and knowledge.
8. Support ongoing learning initiatives to ensure operators and staff stay current with best practices in suicide prevention.
9. Collaborate with community partners, mental health organizations and relevant stakeholders to expand the reach and impact of the National Lifeline. 
10. Work with relevant stakeholders, including the board of directors, to develop and manage the yearly budget for sustained operation.

D. QUALIFICATIONS:

General Skills:

• Ability to inspire and motivate a team toward a common mission.
• Strategic thinking and planning to drive the hotline's overall effectiveness.

• Exceptional verbal and written communication skills to convey empathy, support, and guidance effectively.
• Strong interpersonal skills for collaborating with team members, stakeholders, and the broader community.
• In-depth knowledge of crisis intervention techniques and the ability to guide team members in high-pressure situations.
• Understanding of mental health issues and a non-judgmental approach to individuals in crisis.
• Experience in managing and coordinating diverse teams with a focus on fostering a positive and supportive work environment.
• Conflict resolution skills to address challenges within the team promptly and effectively.
• Capacity to develop and implement strategic plans to enhance the effectiveness and impact of the suicide hotline.
• Analytical skills to assess operational needs and adapt strategies accordingly.
• Ability to establish and oversee quality assurance processes to maintain high service standards.
• Experience in developing and implementing monitoring and evaluation plans.
• High emotional intelligence to understand and respond to the emotional needs of team members and callers.
• Empathy and compassion for individuals experiencing mental health crises.
• Strong problem-solving skills to address operational challenges and improve hotline efficiency.
• Flexibility to adapt strategies in response to evolving mental health needs.
• Strong networking and collaboration skills to engage with community partners, stakeholders, and mental health organizations.
• Collaboration with the communications team for effective public outreach and awareness.
• Fluency in English and Arabic. French is a plus.
• Proficient in Microsoft Office Tools (Word- Excel- PowerPoint)

Behavioral Competencies:

• Empathy: Ability to connect with individuals in crisis, demonstrating genuine concern and understanding.
• Resilience: Resilience to cope with the emotional toll of supporting individuals in distress. Ability to bounce back from challenging situations and maintain composure.
• Adaptability: Flexibility to adapt to evolving mental health needs and organizational priorities. Openness to incorporating new techniques and approaches for continuous improvement.
• Ethical Integrity: Unwavering commitment to ethical standards and confidentiality in dealing with sensitive information. Demonstrated integrity in all professional interactions.
• Decision-Making: Sound judgment in making critical decisions during high-stress situations. Ability to make decisions that prioritize the well-being of both team members and individuals in crisis.
• Proactive Leadership: Proactive leadership style, taking initiative to address challenges and implement improvements. Visionary thinking to guide the suicide hotline toward sustained growth and impact.
• Team Building: Ability to foster a positive team culture, building camaraderie, trust, and collaboration among team members. Commitment to the professional development and well-being of the team.
• Community Engagement: Enthusiasm for engaging with the community to raise awareness about mental health issues and the services provided by the hotline. Dedication to building positive relationships with stakeholders and partners.

E. Education & Experience:

• Master’s degree in Clinical Psychology, Clinical Mental Health Counselling, Counselling Psychology, Public Health, Medicine or a related health field.
• 5 years+ relevant practical experience in the field of public health/mental health or management (CV’s of individuals with less than 5 years of clinical experience or management experience will not be considered)
• Previous experience in positions of leadership and/or management is a plus
• Previous experience in suicide prevention is a plus