General Manager for National Lifeline in Lebanon

GENERAL DESCRIPTION

The National Lifeline General Manager is responsible for leading the strategy, operations, quality, workforce development, and sustainability of the 1564 National Lifeline for Emotional Support and Suicide Prevention. The role ensures high-quality service delivery, operator performance, workforce well-being, compliance with national protocols, and sustainability of the hotline as a core national mental-health resource.

This role oversees a multidisciplinary team supporting individuals in crisis across Lebanon and ensures the service operates with excellence, compassion, and accountability.

The General Manager is a strategic thinker, strong communicator, and seasoned leader with technical understanding of mental health systems, crisis response, and suicide-prevention best practices. The role requires robust operational management skills, the ability to translate data into decisions and policy, and the capacity to lead a diverse workforce in a complex, high-pressure environment.

KEY RESPONSIBILITES

1. Strategic Leadership and Governance

• Lead the development and implementation of the Lifeline’s annual strategy in alignment with National Mental Health Program and implementing partner Embrace.
• Provide visionary leadership to enhance the effectiveness and impact of the Lifeline services and suicide prevention in general.
• 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. 
• Represent the Lifeline in national and international forum
• Strengthen national suicide-prevention architecture through research, policy development, and evidence-informed practices.

2. Operational Management & Service Delivery

• Oversee 24/7 hotline operations, ensuring optimal coverage, shift stability, and supervision structures.
• Coordinate daily with supervisors and the operations manager to ensure timely resolution of clinical, administrative, and logistical issues.
• Develop the awareness and outreach strategy and oversee its implementation by the Awareness and Outreach Officer
• Supervise the Lifeline Social Worker activity and provide support in closing cases

• Lead weekly operational and clinical meetings and ensure timely incident reporting.
• Develop and maintain up-to-date SOPs, policies, and protocols.
• Ensure appropriate staffing, duty rosters, and overtime management.

3. Workforce Development & Staff Well-Being

• Lead recruitment supervisors, and operational staff.
• Supervise recruitment of operators
• Oversee induction, training, and credentialing of operators, including refresher training.
• Promote a culture of psychological safety, constructive feedback, and ongoing improvement.
• Implement burnout-prevention practices, debriefing systems, and wellness initiatives.

4. Quality Assurance, M&E, and Data Systems

• Oversee quality assurance mechanisms using EQUIP, Embrace QA tools, and call-monitoring frameworks.
• Review monthly QA dashboards, call statistics, service coverage, operator performance indicators, and caller outcomes, translating numbers into insights and actionable recommendations.
• Develop and implement M&E plans and annual program evaluations in collaboration with research and MEAL department.
• Ensure real-time data accuracy, including call logs, risk assessments, and referrals.

5. Financial & Administrative Oversight

• Develop and manage the annual Lifeline budget with relevant stakeholders.
• Monitor expenditures, resource needs, and compliance with procurement policies.
• Prepare timely donor reports, programmatic, M&E, and financial.
• Ensure all administrative and operational documentation is up-to-date.

6. Partnership & Community Engagement

• Collaborate with ministries, NGOs, health facilities, universities, and advocacy networks.
• Support the Communications team in awareness campaigns and media engagement.
• Propose and lead new initiatives that expand the Lifeline’s reach through targeted outreach.

REQUIRED SKILLS

Technical Mental-Health Understanding

• Solid grasp of mental-health concepts, crisis intervention principles, suicide-risk protocols, and referral systems.
• Ability to guide non-clinical staff in ethical decision-making and crisis management.

Business & Operational Acumen

• Strong capacity to operate and scale complex services (e.g., 24/7 hotlines).
• Experience designing workflows, managing operational risk, and optimizing processes.
• Ability to work strategically across teams (clinical, operational, communications, M&E, finance).

Data & Analytical Skills

• Proficiency in analyzing quantitative and qualitative data, dashboards, and KPI trends.
• Ability to translate numbers into policies, operational changes, and quality-improvement plans.
• Skilled in M&E frameworks and continuous performance management.

Leadership & People Management

• Demonstrated ability to inspire, mentor, and hold teams accountable.
• Skilled in resolving conflict and managing performance concerns.
• High emotional intelligence, empathy, and resilience.

Communication & Representation

• Strong written and verbal communication in Arabic and English.
• Ability to articulate complex mental-health concepts clearly to stakeholders.
• Experience engaging donors, partners, and national stakeholders.

EDUCATION & EXPERIENCE

• Master’s degree in Public Health (Health Management) or Social Sciences or related health field or Master in Business Administration.
• Technical understanding of mental-health systems, crisis intervention, or psychosocial support (clinical licensure not required).
• Minimum 5–7 years of relevant experience in mental health, public health, social services, humanitarian response, or program management.
• Proven experience leading multidisciplinary teams, ideally in high-stress or service-delivery environments.
• Demonstrated ability to manage complex operations, develop workflows, and implement systems for efficiency and safety.
• Strong experience in data analysis, M&E, dashboards, and translating numerical trends into operational or policy decisions.
• Experience with budgets, donor reporting, and financial planning is strongly preferred.
• Prior work in suicide prevention, crisis response, or hotline management is an asset.