Job Summary:
We are seeking a dedicated and results-oriented Project Manager - Wellbeing service to lead our 24/7 mental health crisis text services at NXG Enterprises. This role combines operational management with team leadership, ensuring the seamless delivery of critical mental health support while managing staff across varied shift patterns. You will oversee crisis response operations, manage the support team including crisis counselors and program administrators, and ensure high-quality care is maintained around the clock.
Key Responsibilities:
Crisis Service Management:
- Manage and coordinate 24/7 mental health crisis response services
- Ensure quality standards and protocols are maintained across all shifts
- Develop strategies to improve service delivery and client outcomes
- Build and maintain strong relationships with partner organizations, referral services, and stakeholders
Operational Coordination:
- Oversee staff scheduling across day, evening, night, and weekend shifts
- Coordinate crisis response protocols and escalation procedures
- Monitor service capacity and resource allocation in real-time
- Maintain accurate service data using CRM systems and reporting tools
Team Leadership:
- Manage and support the crisis response team, ensuring performance targets and quality standards are met
- Provide clinical supervision and support to frontline crisis counselors
- Conduct regular team meetings and individual supervision sessions
- Collaborate with mental health specialists to develop and improve service protocols
Operations & Administration:
- Ensure compliance with mental health standards, safeguarding policies, and regulatory requirements
- Assist with financial tasks such as budget tracking and resource management
- Prepare reports on service utilization, outcomes, and critical incidents
- Maintain confidential client records in accordance with data protection requirements
Quality Assurance:
- Monitor call quality and service standards across all shifts
- Implement continuous improvement initiatives based on feedback and outcomes data
- Coordinate training and professional development for the team
Minimum Requirements:
- Bachelor's degree in Psychology, Social Work, Counseling, Mental Health, or a related field
- Experience in mental health services management, ideally including crisis intervention
- Strong leadership and organizational skills
- Knowledge of mental health crisis protocols and safeguarding procedures
- Proficiency in Microsoft Office and CRM systems
- Ability to remain calm and make critical decisions under pressure
Working Hours & Shift Patterns:
- Day shifts: Office-based at NXG Enterprises headquarters
- Evening, night, and weekend shifts: Work from home (remote)
- Flexible shift patterns including:
- Day shifts: Various times between 8:00 am - 6:00 pm
- Evening shifts: Typically 2:00 pm - 10:00 pm
- Night shifts: Typically 10:00 pm - 8:00 am
- Weekend shifts: Rotational schedule
- On-call requirements: May be required to provide management support during critical incidents
More information on Working Hours & Shift Pattern :
This role operates on a rotating Week A / Week B schedule, averaging 45 hours per week, supporting a 24/7 service aligned to UK hours.
- Week A: Monday to Friday (including two later evening shifts), weekends off
- Week B: Includes Saturday and Sunday shifts (remote), with two weekdays off
- Office-based: Weekday day shifts in our Cape Town office
- Remote work: Evening shifts (after a rest break) and all weekend shifts
- On-call: Shared overnight on-call responsibility on a rotating basis (with compensatory time off if required)
This role requires flexibility to work across day, evening, and weekend shifts.
This role requires flexibility to work across different shift patterns to ensure effective service coverage and team management
Job Type: Full-time
Education:
Experience:
- Education or Mental Health Programm Management : 5 years (Required)
Location:
- Cape Town, Western Cape (Required)
Work Location: In person
