POSITION DESCRIPTION:
Helpline Manager - Day and Evening 

 

Helpline Manager Role - Overview:
The role of the helpline manager is to ensure successful delivery of services for callers by supervising helpline specialists and maintaining a regular schedule of answering calls using Samaritans’ specialized method of befriending.  Helpline managers are experienced in crisis intervention, possess leadership qualities necessary to manage staff and daily operations, and are caring, compassionate, and confidential listeners who fulfill Samaritans Southcoast's mission to reduce and prevent future suicides from occurring.

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Duties and Responsibilities Include: 

• Answer calls on emotional support and suicide prevention hotline. 

• Provide professional and compassionate support to callers at all levels of need. 

• Embody Samaritans Southcoast’s befriending methods. 

• Supervise helpline staff. 

• Establish and maintain a productive environment where staff and callers are safe and supported.

• Provide guidance, instruction, and opportunities for helpline staff to debrief. 

• Enter and review data with accuracy to track the effectiveness and impact of hotline services. 

• Provide written follow-up as needed. 

• Ensure quality schedule coverage for effective service delivery on the hotline. 

• Build and maintain relationships and communicate effectively with a wide range of individuals, including supervisors, direct report staff, emergency services, behavioral health professionals, among others. 

• Employ strong critical thinking skills using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems within the parameters of Samaritans’ guidelines, policies, and procedures. 

• Exercise discretion in handling confidential situations and information.

• Convey sensitive information in a timely manner to qualified parties. 

• Ability to listen and communicate effectively. 

• Ability to intervene in crises. 

• Maintain composure in high-stress situations. 

• Train and mentor new staff, volunteers, and student interns. 

• Be able to multi-task. 

• Remain informed on suicide prevention best practices, models, and initiatives. 

• Adhere to all Samaritans Southcoast’s policies, procedures, best practices, and those in accordance with our accreditation through the International Council for Helplines, and guidelines from the Massachusetts Suicide Prevention Coalition, the Massachusetts Department of Public Health, and the National Suicide Prevention Lifeline. 

• Other responsibilities as assigned. 

 

Experience and Qualifications: 

• Minimum of an Associate’s degree preferred or two years of professional experience in a social service agency, nonprofit, or similar organization.

• Previous experience working on a suicide prevention hotline, crisis hotline, customer service, and/or phone center required. 

• High comfort level with technology, including computer and internet skills, smartphones, and integrated systems management. 

• Experience with the iCarol System or similar cloud-based database, Webex or similar telephony applications, and Zoom required.

• Attention to detail and accuracy required. 

• Ability to problem solve and troubleshoot in a fast-paced, evolving remote work environment. 

• Work as a member of a team in a small office environment, remotely and in person. 

• Desire to help others, display compassion, and maintain confidentiality required. 

 

Special Requirements/Physical Demands/Working Conditions: 

• Remote work with some in-person interaction with staff and colleagues. 

• Access to active, high-speed internet service required. 

• Ability to work remotely in a secure, private space where confidentiality can be maintained. 

• Some flexibility in working hours, including some evenings and weekends. 

• Must successfully complete 35 hours of Samaritans Southcoast training. 

• Must attend refresher training and staff meetings regularly. 

• A background check is required as part of the application process. 

• CORI check is required upon offer of position.   

 

Relevant Position Information:

 
Job Title - Helpline Manager
Reports to: Executive Director 
FLSA Designation: Exempt 
Job Type: Full-time, 40 hours per week
Salary: $42,000
No benefits 
Paid Time Off (PTO): 120 hours (15 eight-hour days), accrued at a rate of 10 hours for every month worked during year one, non-rollover annually. 

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To apply:

To be considered, interested candidates must: 

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1. Complete our online application here or visit our website at https://www.samaritanssoco.org/helpline-manager-day-and-evening. 

2. Submit a cover letter, resume, and three (3) references to Darcy H. Lee, Executive Director, dlee@samaritanssoco.org.

 

Incomplete submissions will not be considered. 

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Samaritans Southcoast is an equal opportunity employer.  No phone calls, please.