Manager of Text Operations

REPORTS TO

Senior Director of Crisis Programs

MANAGEMENT RESPONSIBILITY FOR

Youth Services Coordinator Hey Sam Text Coordinators Hey Sam Volunteers

OES Volunteers Other Support Staff

ABOUT THE POSITION

The Manager of Text Operations is responsible for the leadership, coordination, and success of

Samaritans' two text-based support services : Hey Sam, a peer-to-peer texting service for people up

to 24 years old, and Samaritans Online Emotional Support (OES), a 24 / 7 text-based crisis service.

This position plays a critical role in ensuring program quality, volunteer and staff support, and

data-driven decision-making. The Manager will supervise a team of frontline staff and volunteers,

oversee technology platforms, manage scheduling, and ensure accurate data reporting to sustain and

grow both programs.

The Manger of Text Operations will work with the Sr. Director of Crisis Programs to ensure that

clinical best practices are implemented on Hey Sam and OES.

KEY RESPONSIBILITIES

Program Management & Supervision

• Oversee daily operations of both Hey Sam and OES texting services
• Monitor and maintain technology platforms (e.g., messaging systems, scheduling tools)
• Maintain policies, protocols, and workflows specific to text-based crisis services
• Provide supervision to individual reports
• Hold weekly team meetings for Hey Sam staff
• Oversee staff and volunteer schedules of both Hey Sam and OES texting services
• Ensure compliance with confidentiality, safety, and risk protocol

Recruitment, Retention, & HR Practices

volunteer and staff positions as needed

Training & Quality Assurance

implemented by ICH standards.

Reporting & Compliance

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 – 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 :

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