Director Of Helpline Workforce

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
• Recruitment, Retention, & HR Practices
• Training & Quality Assurance
• Reporting & Compliance

Key Qualifications & Characteristics

Special Requirements

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

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.