Helpline Workforce Manager

Samaritans, Inc.

Job Description

Samaritans, Inc. is the leading suicide prevention organization in Massachusetts, providing lifesaving services 24 hours a day, 7 days a week. Samaritans envisions a world without suicide. Our mission is to prevent suicide and offer hope and support to those affected. For nearly 50 years, Samaritans volunteers - selected, trained, and supported by a dedicated professional staff - have provided compassionate and non-judgmental support, free of charge, to callers through its Helpline, and now to texters as well.

This growing organization provides prevention, intervention, and postvention services that make our communities healthier and happier, and reduce the stigma associated with suicide and mental health concerns. We provide a working environment that celebrates the positive lifesaving work that occurs here each and every day.

Samaritans is an equal opportunity employer and is committed to hiring staff who reflect the diversity of the communities we serve. Candidates of color, bilingual, and bicultural candidates are strongly encouraged to apply. 


ABOUT THE POSITION:

In collaboration with the Senior Director of Crisis Services, the Helpline Workforce Manger will lead and manage the Crisis Helpline Workforce in recruitment, hiring and supervision of the Helpline Workforce. This requires reviewing performance metrics to ensure high quality of helpline service and increased answer rate of helpline calls, as well as meeting annual qualitative and quantitative goals to fulfill the agency's mission to prevent suicide and offer hope and support to those affected. The Helpline Workforce Manager works collaboratively with the Operations Manager to support the workforce on the helpline.

REPORTS TO: Senior Director of Crisis Services

MANAGEMENT RESPONSIBILITY FOR:

  • Recruitment and Onboarding Coordinator
  • Helpline Coordinators

KEY RESPONSIBILITIES

  • Through effective supervision of members of the helpline workforce team, ensure full capacity 24/7 crisis center operations. Assign Helpline Coordinators to shifts based on volume of calls
  • Uses human resource best practices to select and retain the department's consistent and high performers. This includes interviewing and assessment techniques to select team members; using flexible and supportive feedback and management styles that foster open communication
  • Conduct group supervision and individual supervision meetings regularly with direct reports
  • Performs managerial duties to include approving time sheets, conducting performance appraisals and developing higher levels of expertise in team members by encouraging further education, participation in seminars and providing learning opportunities within the suicide prevention and mental health fields
  • Ensure all required internal and external reporting is accurate and submitted on time
  • In collaboration with the Senior Director of Crisis Services, ensure all procedures are implemented per ICH standards and Lifeline contract standards
  • Identifies staff training needs and ensures development and implementation of programs that address needs
  • Oversee technology needs for helpline workforce

WORK SCHEDULE: Monday thru Friday with flexibility to operate a 24/7 helpline (Hybrid, 2 days in the office and 3 days remote)


KEY QUALIFICATIONS:

  • Minimum 4 years of professional and managerial experience in the mental health field preferred
  • Knowledge of the field of suicide and suicide prevention preferred
  • Familiarity and or experience with helpline operations and metrics
  • Experience with Human Resources practices in regard to hiring
  • Strong communication skills, including the ability to make effective and persuasive presentations
  • Adept at interacting with others in person, over the phone, on zoom, or via email
  • Ability to work with sensitive information and maintain confidentiality
  • Ability to work independently and collaboratively to maximize teamwork across the organization
  • Must be able to evaluate problems accurately and resolve conflict displaying good, sound judgment
  • Experience with Salesforce preferred
  • Proficiency in Microsoft Office (Word, Excel, and PowerPoint) required

SPECIAL REQUIREMENTS:

  • Successful completion of the Befriender Training and minimum 2 learning shifts on the helpline after hire
  • Assists with the recruitment of helpline volunteers as directed by the Senior Director of Crisis Services
  • Participates in the On-call rotation for the helpline
  • Supports Training Program by facilitating role plays when needed
  • Flexibility in meeting demands and remaining positive during interactions is essential
  • Flexibility in working hours appropriate for responsibility for 24/7 services required
  • Attends conferences and other related meetings outside of the organization as requested by Senior Director of Crisis Services
  • Support and attend Samaritans key fundraising events
  • Other responsibilities as assigned by Senior Director of Crisis Services

SALARY & BENEFITS:

  • Minimum starting salary is $65,000 and will be set based on experience and skill set
  • Employer matched 401(k) Plan
  • Short and Long-Term Disability coverage as well as Life Insurance
  • Health, Dental and Vision insurance
  • Healthcare and Childcare FSA, Commuter
  • Benefits and Employee Assistance Program
  • Generous Vacation (New hires start with 10 days), Sick (8 days) and Personal Time Off (5 days)
  • Paid Family Medical Leave benefits
  • 14 paid holidays
  • Direct deposit payroll

Samaritans' employees must be vaccinated against COVID-19 or obtain an approved medical or religious exemption. An offer is contingent upon proof that the candidate is fully vaccinated or qualifies for an exemption. Currently our office is re-open on a hybrid schedule with an average of 2 days per week in office, after a period of onboarding for new hires.

Out of state applicants will be required to relocate to Massachusetts within six months of employment and also work the same hybrid schedule as all employees.

Applications that are missing a resume and cover letter may not be considered.