Director Of Helpline Workforce

Job Description

Job Description

REPORTS TO

Senior Director of Crisis Programs

MANAGEMENT RESPONSIBILITY FOR

Helpline Operations Coordinator Shift Supervisors

ABOUT THE POSITION

In collaboration with the Senior Director of Crisis Programs, the Director of Helpline Workforce

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 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.

KEY RESPONSIBILITIES

Workforce Leadership & Supervision

• 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 in the suicide prevention and mental

health fields

performance

based on call volume

Recruitment, Retention, & HR Practices

department's

consistent and high performers

communication

Training & Quality Assurance

address needs

implemented per ICH standards and 988 Suicide & Crisis Lifeline contract standards

Reporting & Compliance

KEY QUALIFICATIONS & CHARACTERISTICS

Leadership & Mental Health Experience

preferred

Human Resource & Operational Expertise

action

judgment

Communication & Collaboration

presentations

organization

Technical Proficiency

SPECIAL REQUIREMENTS

after completion of training

evaluations

amongst our call / text takers

SALARY & BENEFITS

The salary range for this position is $92,000.00 – $105,000.00 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 – 100% paid by employee

meetings

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 : www.samaritanshope.org

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.

Job Posted by ApplicantPro