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Manager of Text Operations

Manager of Text Operations

Samaritans Inc.Boston, MA, USA
17 days ago
Job type
  • Full-time
  • Quick Apply
Job description

REPORTS TO

Senior Director of Crisis Programs

MANAGEMENT RESPONSIBILITY FOR

Youth Services Coordinator Hey Sam Text Coordinators Hey Sam Volunteers

OES Volunteers Other Support Staff

ABOUT THE POSITION

The Manager of Text Operations is responsible for the leadership, coordination, and success of

Samaritans' two text-based support services : Hey Sam, a peer-to-peer texting service for people up

to 24 years old, and Samaritans Online Emotional Support (OES), a 24 / 7 text-based crisis service.

This position plays a critical role in ensuring program quality, volunteer and staff support, and

data-driven decision-making. The Manager will supervise a team of frontline staff and volunteers,

oversee technology platforms, manage scheduling, and ensure accurate data reporting to sustain and

grow both programs.

The Manger of Text Operations will work with the Sr. Director of Crisis Programs to ensure that

clinical best practices are implemented on Hey Sam and OES.

KEY RESPONSIBILITIES

Program Management & Supervision

  • Oversee daily operations of both Hey Sam and OES texting services
  • Monitor and maintain technology platforms (e.g., messaging systems, scheduling tools)
  • Maintain policies, protocols, and workflows specific to text-based crisis services
  • Provide supervision to individual reports
  • Hold weekly team meetings for Hey Sam staff
  • Oversee staff and volunteer schedules of both Hey Sam and OES texting services
  • Ensure compliance with confidentiality, safety, and risk protocol

Recruitment, Retention, & HR Practices

  • In collaboration with the Recruitment and Retention Coordinator, identify candidates for

    • volunteer and staff positions as needed

  • Interview, hire, and train text service staff and volunteers
  • Complete performance reviews for direct reports

    • Training & Quality Assurance

  • Conduct regular quality assurance reviews of text conversations
  • Identify training needs and deliver feedback to staff and volunteers
  • Support implementation of best practices in crisis intervention
  • In collaboration with the Senior Director of Crisis Programs, ensure all procedures are

    • implemented by ICH standards.

  • Cover text shifts as needed to maintain service continuity

    • Reporting & Compliance

  • Identify, prepare reports and present key metrics associated with OES operations
  • Use data insights to inform improvements in service delivery

    • KEY QUALIFICATIONS & CHARACTERISTICS

  • Minimum 2 years of supervisory or program management experience
  • Experience in crisis intervention, mental health, or related support services
  • Knowledge of the field of suicide and suicide prevention preferred
  • Experience working with youth or peer support programs
  • Knowledge of texting or chat-based mental health services
  • 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

  • Proficiency in Word, Excel, and PowerPoint required
  • Experience with Salesforce preferred

    • SPECIAL REQUIREMENTS

  • Successful completion of the Befriender Training and completion of a weekly shift on the

    • Helpline for 1 month after completion of training

  • Participates in the On-call rotation
  • Support interns from local colleges and universities through supervision and

    • evaluations

  • Attend conferences and other related meetings outside of the organization as requested by

    • Senior Director of Crisis Programs

  • Support and attend Samaritans key fundraising events
  • Other duties as assigned by supervisor

    • SALARY & BENEFITS

    The salary range for this position is $72,000.00– $86,000.00 annually and will be determined based

    on experience and skill set.

  • Employer matched 401(k) Plan (Safe Harbor Match- 100% up to 3%, plus 50% from 3-5%) Short and

    • Long-Term Disability coverage as well as Life Insurance- Premium paid by Samaritans

  • Life Insurance coverage on individual employee benefit up to a maximum of $100,000
  • Health (85% of premium covered by Samaritans for individual plan), Dental (90% of premium

    • covered by Samaritans for individual plan) and Vision insurance – 100% paid by employee

  • Healthcare FSA and Childcare DCA, Commuter Benefits and Employee Assistance Program
  • Paid Family Medical Leave benefits- Premium paid by Samaritans
  • Generous Vacation (New hires start with 10 days), Sick (8 days) and Personal Time Off (5 days)
  • 14 paid holidays per calendar year
  • Hybrid work schedule (2 days required in office / week) plus 6 fully remote work weeks
  • Mileage Reimbursement : provided for work-related travel to off-site trainings, conferences, and

    • meetings

  • Annual $300 professional development budget
  • Out of state applicants will be required to relocate to Massachusetts within three months of

    • employment and also work the same hybrid schedule as all employees.

    ABOUT SAMARITANS

    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 reduces 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 works to prevent suicide and support those who have lost someone to suicide throughout

    Greater Boston and MetroWest Massachusetts. Our services are free, confidential, and nonjudgmental.

    We are located in downtown Boston.

    Samaritans is an Equal Opportunity Employer.

    To learn more about Samaritans, please visit :

    HOW TO APPLY

  • Applications that are missing a resume or cover letter may not be considered

    • Disclaimer : During the course of the interview, we may inquire about sensitive topics, including

    the applicant's connection to suicide. We approach these questions with the utmost respect and

    understanding, recognizing the potential emotional impact they may have. Participation in answering

    such questions is entirely voluntary, and applicants are encouraged to skip any inquiries that they

    find uncomfortable. The purpose of these questions is solely to gather relevant information for the

    assessment process, and all responses will be handled with confidentiality and sensitivity. If at

    any point an applicant feels distressed or uncomfortable, they are encouraged to communicate their

    concerns to the interviewer

    or withdraw from answering specific questions.

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