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POSITION DESCRIPTION:

Program Manager - Overnight

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Program Manager Role - Overview:

The Program Manager is an experienced manager and leader who manages all operations relating to Samaritans Southcoast’s emotional support and suicide prevention hotline and related programs.  Their role includes managing technology, equipment, data, and reporting, overseeing and managing shift supervisors and hotline staff, being responsible for shift management, including attendance, absences, and substitutions, evaluating and assessing performance for shift supervisors and call takers, and training shift supervisors and hotline staff in call center operations, procedures, and best practices, and to use technology effectively.

 

Duties and Responsibilities Include:

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

  • Coordinate, manage, and monitor ongoing quality and consistency of operating systems, the iCarol data management system and schedule, TPx/Webex telephony system, Akixi, online and cloud-based platforms, technology, and equipment. 

  • Perform data entry and maintain data and statistics to track the effectiveness and impact of hotline services.

  • Create daily, weekly, monthly, quarterly, and as-needed reports from call center and employee data. 

  • Maintain DPH and SAMHSA reporting as required by contract. 

  • Submit and resolve trouble and repair tickets for telephony, data collection, equipment, and operations platforms. 

  • Provide team with professional customer service, including responding to and following up on inquiries and addressing concerns/problems collaboratively with the team. 

  • Record substitutions, attendance, and absences for shift supervisors and call takers within the iCarol schedule system and online platforms. 

  • Ensure quality schedule and queueing coverage for effective service delivery on the hotline and that organization-wide, statewide, and national goals are met and exceeded. 

  • Direct supervise all shift supervisors and call takers.

  • Monitor, evaluate, and assess the performance of shift supervisors and call takers, and conduct formal 30, 60, 90-day, and annual assessments. 

  • Maintain clear documentation on all personnel issues to report to the Human Resource Director. 

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

  • Develop rules, procedures, and best practices relating to systems as needed. 

  • Train prospective call takers on hotline operations as needed under the guidance of the Training and Outreach Director. 

  • Exercise discretion in handling confidential situations and information.

  • Ability to intervene in crises.

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

  • Be able to multi-task. 

  • Work independently and as a team member.

  • Adhere to all of Samaritans Southcoast’s policies, procedures, and best practices as well as those per our accreditation through the International Council for Helplines, the Substance Abuse and Mental Health Services Administration, the Massachusetts Department of Public Health, and Vibrant/988 Suicide and Crisis Lifeline.    

  • Other responsibilities as assigned.

 

Experience and Qualifications: 

  • Minimum of a Bachelor’s degree preferred, and at least two years of management experience leading call center teams, preferably in a remote suicide prevention call center environment.   

  • Previous experience working at a social service agency, nonprofit, or similar organization is a plus.

  • Knowledge and proficiency in managing and maintaining technology platforms, including the iCarol System, TPx, Akixi, Webex, or similar cloud-based telephony systems, data collection, and reporting database required.  

  • Proficient in Microsoft Office, Google Drive, and Zoom.

  • Previous experience working with complex systems.

  • Excellent analytical and organizational skills.  

  • Attention to detail and accuracy are required. 

  • Ability to troubleshoot, problem-solve, and resolve issues effectively and efficiently.

  • Ability to interact and communicate effectively with others.

  • Functions well as a team member in a small office environment, remotely and in person. 

 

Special Requirements/Physical Demands/Working Conditions:

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

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

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

  • Some flexibility in working hours may be required to manage operations and staff, attend meetings and trainings, troubleshoot, and resolve issues relating to technology and systems.

  • Must successfully complete 35 hours of Samaritans Southcoast training 

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

  • CORI check is required upon the offer of a position.  

 

Relevant Position Information:

  • Job Title - Program Manager - Overnight

  • Reports to: Executive Director 

  • FLSA Designation: Exempt

  • Job Type: Full-time

  • Salary: $52,000 per year

  • 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. 

 

To be considered, interested candidates must:

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Complete our online application (https://forms.gle/ZaVEg2RCWkoXr7Jv7), and submit a cover letter, resume, and references to Human Resources Director Natalie Schrager, nschrager@samaritanssoco.org, per application instructions.

 

Incomplete submissions will not be considered.

 

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

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