Manager of Quality Planning And Assurance

REPORTS TO

Senior Director of Crisis Programs

MANAGEMENT RESPONSIBILITY FOR

Recruitment and Retention Coordinator Quality Planning and Assurance Coordinator

ABOUT THE POSITION

In collaboration with the Senior Director of Crisis Programs, the Manager of Quality Planning and

Assurance will support the crisis helpline workforce in ensuring, developing, and delivering

approved crisis services for the agency. This requires meeting annual qualitative and quantitative

goals to fulfill the agency's mission to prevent suicide and offer hope and support to those

affected. The Manger of Quality Planning and Assurance will be responsible for managing Samaritans'

quality assurance program for calls / text on all lines.

The Manager of Quality Planning and Assurance monitors crisis calls and reviews Online Emotional

Support (OES) conversations to ensure compliance with International Council for Helplines (IHC)

standards and 988 Suicide & Crisis Lifeline policies. The Manager of Quality Planning and Assurance

oversees documentation of calls / texts to ensure the ongoing quality and consistency of Befriending

provided by volunteers and staff. The Manager of Quality Planning and Assurance provides direct

support and evaluation of Helpline staff and volunteers. The Manger of Quality Assurance and

Planning oversees and provides supervision to the Recruitment and Retention Coordinator and the

Quality Assurance Coordinator.

KEY RESPONSIBILITIES

Quality Assurance & Planning

• In collaboration with the Senior Director of Crisis Programs ensure policies and procedures for

helpline are accurate, reflect best practices per ICH standards and 988 Suicide & Crisis Lifeline

contract standards

according to ICH standards and 988 Suicide & Crisis Lifeline requirements

and 988 Suicide & Crisis Lifeline polices

improve this

Compliance

volunteers, and interns

conversations

and staff

procedures, and standards

Training, Feedback, & Performance Support

team

address needs

services team

Management & Team Development

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

supportive environment for all members of the helpline staff

performers. This includes interviewing and assessment techniques to select team members; using

flexible and supportive feedback and management styles that foster open communication

and scope of authority

KEY QUALIFICATIONS & CHARACTERISTICS

presentations

organization

judgment

SPECIAL REQUIREMENTS

Helpline for 1 month after completion of training

evaluations

Senior Director of Crisis Programs

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.

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

covered by Samaritans for individual plan) and Vision insurance

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

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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