Didi Hirsch Mental Health Services · 17 hours ago
Workforce Management Specialist I (Remote)
United States
Full-time
Remote
Mid Level
$26.38/hr - $30.33/hr
3+ years expDidi Hirsch Mental Health Services is a national leader in whole-person mental health and crisis care. As a Workforce Management Specialist I, you will manage real-time operations, create reporting on key performance indicators, and ensure optimal staffing levels to enhance the help-seeker experience.
Health CareMedicalMental HealthNon ProfitWellness
Responsibilities
Contribute to the development of advanced workforce management reporting, key performance indicator and automated scheduling systems to advance overall organizational excellence in the scheduling and performance optimization of +400 front line crisis call, chat and text staff and volunteers
Create, manage, and generate daily, weekly, and monthly per diem and volunteer counselor schedules to ensure optimal coverage and adherence to service level agreements
Continuously monitor real-time call volumes, queues, and agent availability, taking corrective actions to maintain Didi Hirsch’s contractually obligated service levels
Administer and monitor the attendance line, ensuring timely notifications to leadership regarding tardiness or absences; analyze the impact of absences and make real-time staffing decisions (ex: shifting of clinical supervisors into front line crisis counselor role) to mitigate absentee impacts
Generate and distribute real-time performance reports to leadership, highlighting areas of concern and recommending immediate corrective actions
Identify appropriate timeframes for offline activities, such as breaks, lunches, training sessions and meetings, to minimize impact on operational performance
Administer shift bids for new employees, ensuring a fair and transparent process for selecting schedules as they become available
Collaborate with leadership to solicit additional coverage from per diem staff during peak times or unexpected call volume surges. Approve or deny Paid Time Off (PTO) requests based on operational requirements, while ensuring compliance with company policies
Maintain detailed records of schedule changes, PTO approvals, and other workforce-related activities to support audit and compliance requirements
Qualification
Required
3+ years Contact Center Workforce Management experience or related skills preferred
High school diploma or GED required
Be 18 years of age or older
Have high-speed internet with an active Ethernet connection, and a quiet/confidential workspace
Be empathetic, flexible, and adaptable to varying situations
Have open availability and flexibility to work within the programs operating hours, including weekends and holidays
Be reliable and able to adhere to schedules based upon program needs
Complete yearly trainings as required by the agency and administers of 988
Have knowledge of all job specific skills including risk assessment and data collection
Possess strong interpersonal skills and positively interacts with others
Have outstanding communication skills with the ability to engage any individual regardless of background
Exceptional at multi-tasking and time management, able to drive multiple pieces of work forward simultaneously while meeting all deadlines
Goal-oriented team player with strong experience working in large and complex systems
A commitment to team objectives and Didi Hirsch philosophies
Successfully pass our pre-employment screening, including a background check and live scan fingerprinting
Preferred
Bachelor's degree preferred
Experience with creating and maintaining SharePoint sites and solutions is preferred
Experience with SQL and Power-Bi is preferred
Experience within social service/mental health/crisis work settings preferred
Benefits
Loan repayment programs
Company
Didi Hirsch Mental Health Services
Didi Hirsch Mental Health Services is a non-profit firm that promotes child outpatient mental health and family reinforcement services.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Rare Impact Fund
2021-08-16Grant
Leadership Team
Kristine Santoro, Ph.D.
Chief Operating Officer
Sarah Baxley
Chief Of Staff, Office of the CEO
Recent News
The Los Angeles Post
2025-08-23
Los Angeles Daily News
2024-04-10
Company data provided by crunchbase