Overnight Helpline Coordinator FT and PT

ABOUT SAMARITANS
Samaritans, Inc. is the premier suicide prevention organization in the communities of Suffolk, Norfolk, Middlesex and Worcester counties, providing lifesaving services 24 hours a day, 7 days a week. Samaritans’ purpose is to alleviate despair, isolation, distress and suicidal feelings among individuals in our community; to educate the public about suicide prevention; and to reduce the stigma associated with suicide. For over 40 years, Samaritans volunteers – selected, trained and supported by a dedicated professional staff – have provided compassionate and non-judgmental support free of charge for callers to its Helplines.

Samaritans’ volunteers and staff now provide a full range of suicide prevention, intervention, and postvention services through community education and outreach; phone and text based crisis service Helplines for those in distress; and grief support groups and personal visits which assist families impacted by a suicide loss in their grieving and healing process. This growing organization provides services that make our communities healthier and happier and provides a working environment that celebrates the positive and lifesaving work that occurs here each and every day.

REPORTS TO
Director of Crisis Services

MANAGEMENT RESPONSIBILITY FOR
Staffing the helpline during designated overnight hours to ensure 24/7 coverage.

POSITION SUMMARY
The Overnight Helpline Coordinator’s role is to ensure 24/7 coverage on the helpline and supporting volunteers responding to helpline calls during the overnight (11p-7a EST) shift. The coordinator will provide emotional support to helpline callers through the model of Befriending in order for the agency to fulfill its mission of serving the isolated, despairing and suicidal through compassionate and non-judgmental listening.  Full time and part time positions available: Saturday- Wednesday

ESSENTIAL FUNCTIONS                                                                         

• Responsible for staffing helpline during overnight shift to ensure 24/7 service.
• Responds to helpline calls from those who are seeking emotional support, including those who may be at risk of suicide.
• Provide on-site support to volunteers in the event of an emergency.  As relayed in the emergency management plan, contact appropriate personnel.
•  Monitor the ongoing quality and consistency of the services provided by volunteers. Ensures policies and procedures are followed accurately. Provide feedback to day time Volunteer Coordinators and/or the Director of Crisis Services
• Maintains all relevant program data and statistics in order to track the effectiveness and impact of the service.
• Responsible for the helpline environment, including its cleanliness, availability of necessary materials and proper functioning of equipment in order for volunteers to properly provide befriending services. 

SPECIAL REQUIREMENTS/PHYSICAL DEMANDS/WORKING CONDITIONS

• Some travel may be required for industry related conferences
• Work is performed in with minimal health or safety hazards.  Noise level and temperature is moderate.
• Minimal lifting or climbing
• Requires the operation of office equipment such as, but not limited to: computers, copiers, fax and phone
• Fast learner with strong computer skills (in relation to requirement of maintaining and cleaning the database as well as extracting data)
• Flexibility in meeting demands and remaining positive during interactions is essential
•  Flexibility in working hours appropriate for making service available 24 x 7.  Requires holidays and weekends.

COMMUNICATION SKILLS

• Ability to interact effectively with others required
• Ability to communicate effectively with others through written and verbal communication is essential 
•  Resolving conflicts and internal issues appropriately, including providing difficult feedback to volunteers while keeping supervisor informed is required
• Detail-oriented and strong interpersonal skills (ability to work independently as well as a part of a team)

PREFERRED EDUCATION, EXPERIENCE, SKILLS AND ABILITIES

• BA or BS preferred
• Minimum of 2 years of professional experience in a social services agency preferred
• Knowledge of Microsoft Office software required
• Previous work as a volunteer or working with volunteers preferred
• Previous experience working overnight hours, or high level of comfort with overnight hours
• Successfully completes Befriending training.

SALARY
$36,000-$38,000 plus generous benefits 

How to apply
Please send your resume (saved as Lastname_resume) and brief cover letter (saved as Lastname_coverletter) explaining your interest in the position to jobs@samaritanshope.org with “Overnight Helpline Coordinator” in the subject line.