Workforce Analyst

For over 60 years, Hope Link Behavioral Health (formerly PRS) has been a beacon of support for individuals and families facing behavioral health challenges and life crises. We envision a world where hope is accessible to all. Through high‑quality mental health services, crisis intervention, and suicide prevention, we foster an inclusive community where everyone can achieve well‑being and a sense of belonging.

The Workforce Analyst supports the Crisis Services program by ensuring adequate staffing and workforce readiness through real‑time monitoring, data analysis, and workforce planning. This role is responsible for reviewing and reporting attendance trends, schedule adherence, and staff availability, and plays a key role in supporting service continuity across multiple shifts. The Workforce Analyst is a critical resource in maintaining operational efficiency, ensuring that schedule changes, leave requests, and staffing shortages are tracked, documented, and escalated appropriately.

• Monitor daily attendance, schedule adherence, and shift coverage across the Crisis Services workforce.
• Track and report patterns in attendance, including call‑outs, tardiness, early departures, and no‑shows.
• Generate and maintain weekly and monthly workforce reports for internal review by leadership.

• Review and process employee leave requests and schedule change requests in accordance with agency policies.
• Coordinate with Supervisors and the Workforce Manager to assess staffing impact and approve or escalat e leave requests as needed.
• Maintain up‑to‑date records of time‑off balances, shift swaps, and other scheduling adjustments.

• Identify and report staffing shortages or schedule gaps in real time and recommend coverage solutions.
• Collaborate with leadership to support proactive staffing planning, especially during high‑volume periods or known gaps (e.g., holidays, weekends).

• Notify Supervisors of attendance concerns, shift deviations, or patterns requiring follow‑up.
• Document all communications and workforce changes accurately in relevant workforce management systems.
• Ensure confidentiality and compliance with HR and organizational policies.

• Accountability and follow‑through
• Problem‑solving and adaptability
• Clear and timely communication
• Service‑oriented mindset

• Bachelor's degree preferred. In lieu of a Bachelor's, 2+ years of experience in a call center environment, with experience in workforce management, ACD, IVR, and WFM systems.
• 1-2 years of experience in scheduling, workforce management, and analysis, or administrative coordination.
• Strong attention to detail, organizational skills, and ability to handle confidential information.
• Proficient in Excel and scheduling platforms.
• Strong written and verbal communication skills.

This is a virtual position and requires 40 hours per week. The hours and the days of the week will vary.

The above statements reflect the usual responsibilities and principal functions of the position and shall not be construed as a complete description of all the work requirements that may be inherent or added to the position.

We are committed to diversity, equity, and inclusion and encourage applicants who are passionate about helping people achieve mental wellness to apply.

Hope Link Behavioral Health is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion.

‘Where Hope Meets Help.’