Director Of Helpline Workforce

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
• Regularly conducts group and individual supervision meetings to support team development and
performance
• Ensures full capacity 24/7 crisis center operations by assigning staff and volunteers to shifts
based on call volume
Recruitment, Retention, & HR Practices
• Uses best practices in interviewing and assessment to select and retain the
department's
consistent and high performers
• Implements flexible and supportive management practices that foster feedback and open
communication

Training & Quality Assurance

• Identifies staff training needs and ensures development and implementation of programs that
address needs
• In collaboration with the Senior Director of Crisis Programs, ensure all procedures are
implemented per ICH standards and 988 Suicide & Crisis Lifeline contract standards
• Covers helpline shifts as needed to maintain service continuity

Reporting & Compliance

• Ensure timely and accurate submission of internal and external reports

• Monitors call center ensuring scheduled volunteer & staff shift compliance

KEY QUALIFICATIONS & CHARACTERISTICS

Leadership & Mental Health Experience

• Minimum 4 years of professional and managerial experience in the mental health field
preferred
• Required experience managing large teams in high stakes environments
• Knowledge of the field of suicide and suicide prevention preferred
• Familiarity and experience with helpline operations and metrics

Human Resource & Operational Expertise

• Strong background with HR practices related to hiring, effective supervision, and disciplinary
action
• Must be able to evaluate problems accurately and resolve conflict by displaying good, sound
judgment
• Ability to work with sensitive information and maintain confidentiality

Communication & Collaboration

• 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 independently and collaboratively to maximize teamwork across the
organization

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

SPECIAL REQUIREMENTS

• Successful completion of the Befriender Training and weekly shifts on the Helpline for a month
after completion of training

•Participates in On Call Rotation
• Supports interns from local colleges and universities through supervision and
evaluations
• Collaborating with the Crisis Services team to promote the engagement of and maintain community
amongst our call/text takers
• Support and attend Samaritans key fundraising events
• Other duties as assigned by Senior Director of Crisis Programs

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.

● 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 MA 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 per employee

**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: www.samaritanshope.org
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.