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Helpline Supervisor - MOMS Helpline

Date Posted:  Dec 2, 2019
Requisition ID:  27684

Indianapolis, IN, US, 46204

Work for Indiana

Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.


About the Indiana State Department of Health

The Indiana State Department of Health’s mission is to promote and provide essential public health services for a healthier and safer state.



The salary for this position starts at $33,748/year but may be commensurate with education and experience.

About the Job

As a Helpline Supervisor of the MCH MOMS Helpline you assist the Helpline Manager in monitoring overall functions and business operations of the program, managing and authorizing staff schedules and approving timesheets for payroll. The MCH MOMS Helpline program is within the Maternal and Child Health (MCH) Division at the Indiana State Department of Health (ISDH).  The MOMS Helpline mission is to reduce the infant mortality rate in Indiana by connecting families with access to available resources focused on improving the health of mothers and their children.  You will be expected to complete training to obtain an Indiana Navigator License through the Department of Insurance and will assist with the Indiana Health Coverage Programs (IHCP) health coverage enrollment applications.


You are primarily responsible for overseeing the various business functions of the helpline which includes directly monitoring and supervising a team consisting of Communication Specialists (CS) and Resource Database Specialists (RDS) in their daily operations and activities. 

A Day in the Life
  • Supervising staff activities,
  • Organizing office operations and procedures,
  • Monitoring correspondence,
  • Assigning clerical functions,
  • Assures that contactact between staff and all parties are conducted in a professional and ethical manner
  • Assist staff to provide timely responses to questions of guidance regarding determinations for caller inquires.
  • Produce monthly reports on a variety of metrics, including: call volume, calls by agent, top needs and referrals, gaps and barriers in services etc.
  • Help develop an intake consultation request, intake process for the call center, and client web inquiries that result in solving problems in a reasonable amout of time.
  • Assist manager to align Helpline's policies and procedures with the AIRS standards for accreditation
  • Coordinate outreach efforts, identifying new opportunites to promote the MOMS Helpline program throughout the State, focusing on underserved communities.
  • Perform quality assurance checks through monitoring of calls taken and documentation prepared by Helpline staff.
  • Assist with performance and evaluation reviews of staff members through the performance management system and in accordance with established MOMS Helpline, MCH and ISDH expectations.
  • Assisting the Helpline Manager with project requests.  
What We're Looking For
  • Bachelor’s degree in Business Administration or Management; Human Services, BA or BS in Communications or Social Work or in a closely related field.
  • Minimum of three years of supervisory experience and with managing a team of at least ten members.
  • Bi-Lingual in Spanish is preferred but not required.
  • Reliable, consistent attendance is a requirement and an essential function of this position.   
  • Broad ability to plan, research and initiate effective solutions to management problems (strong problem solving skills and effective conflict management techniques).
  • Knowledge and understanding of planning procedures and administrative/ managerial techniques.
  • The ability to exercise extensive judgment and flexibility to adapt to ISDH administrative goals, procedures, and mission.
  • Proficient and/or advanced skills in the use of Microsoft Office Outlook, Word, Power Point, Excel and SharePoint.
  • Requires excellent phone etiquette and must have knowledge of customer service principles and practices.
  • Excellent interpersonal skills and ability to convey information effectively to professionals and the general public.
  • Maintain accuracy and confidentiality with all callers.
  • Be able to empathize and communicate effectively and utilize active listening skills in serving customers.
  • Have strong organizational skills and be detailed oriented.
  • Have an overall professional personal presentation and a pleasant demeanor.
  • Motivated to independently initiate and perform job duties.
  • Work in a team environment.
  • Acquire basic knowledge of the nature of the social service and medical providers to whom the Helpline makes referrals.
  • Respectful and non-critical; and attentive to the concerns of MOMS Helpline customers.
  • Ability to comprehend oral and written directions, express ideas clearly, convey information, and is effective in written skills where appropriate.
  • Must have reliable transportation.
Supervisory Responsibilities/Direct Reports:
This role provides direct supervision for one or more staff members.


Benefits of Employment with the State of Indiana

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

  • Four (4) medical plan options (including RX coverage) and vision/dental coverages
  • Wellness program (offers eligibility into a discounted medical plan)
  • Health savings account (includes bi-weekly state contribution)
  • Deferred compensation account (similar to 401k plan) with employer match
  • Two (2) fully-funded pension plan options
  • Group life insurance
  • Employee assistance program that allows for covered behavioral health visits
  • Paid vacation, personal and sick time off
  • Competitive leave policies covering a variety of employee needs
  • 12 company paid holidays, 14 on election years
  • Qualified employer for the Public Service Loan Forgiveness Program
  • New Parent Leave.


Equal Employment Opportunity

The State of Indiana is an Equal Opportunity Employer

Current Employee? Click here to apply.

Nearest Major Market: Indianapolis