Operations Coordinator

Text Operations CoordinatorUnder the direction of the Manager of Text Operations, the Text Operations Coordinator is responsible for organizing and promoting engagement and community among the volunteers and staff for Samaritans OES programs. This position is responsible for building positive relationships, driving retention efforts within the helpline community, and fostering a culture that includes inclusivity, kindness, and dedication to the work of Samaritans and to each other. In collaboration with the crisis programs team, the Text Operations Coordinator provides administrative support to accurately represent the helpline workforce schedule for volunteers and staff.Key Responsibilities:OperationsMaintains accurate volunteer and staff information in CRM (Salesforce)Maintains an accurate shift schedule in iCarol and internal tracking systems for volunteers and staffIdentifies and fills text shifts in need of coverage on a weekly basisEnsure active volunteer list is accurate in CRM (Salesforce) and internal tracking systemsAssists Training Team with onboarding volunteers and staffManages volunteer commitment to Samaritans by tracking longevity, leave of absences, and volunteer performance issues if neededAdministrative oversight of timesheet submission for staff, interns, and studentsCoordinates continuing education training for helpline staff and volunteersEnsures compliance with training requirements for helpline staff and volunteersMaintains iCarol and elevate with accurate volunteers and staffCompletes data for monthly reportingCollaborates with Recruitment and Onboarding Coordinator on the process of interviewing potential volunteersSupports crisis programs team with administrative tasks as neededEngagementDevelop and coordinate employee and volunteer recognition awardsIdentify and recruit current and former volunteers for a Volunteer Advisory BoardIn collaboration with the Manager of Text Operations identify seasoned volunteers and staff who could serve as mentors to traineesWith support from the crisis programs team, publish monthly helpline newsletterUtilize communication strategies to reach alumni volunteersUses surveys, focus groups and other mediums to gather information from volunteers about their satisfaction to increase volunteer retentionSupport and attend Samaritans key fundraising eventsKey Qualifications & Characteristics:Minimum of 1-2 years of professional experience in a social service or public health agency preferredKnowledge of the field of suicide and suicide prevention a plusStrong administrative and organizational skillsAbility to communicate, relate and interact effectively with others at all levels both inside and outside the organizationAdept at interacting with others in person, over the phone, on zoom, or via emailAbility to work with sensitive information and maintain confidentialityMust be highly relational and able to build trusting relationships with volunteers that foster loyalty and commitment to the organizationAbility to interact and resolve conflict effectivelyAbility to work independently and collaboratively to maximize teamwork across the organizationProficiency in Word, Excel and PowerPoint requiredExperience with Salesforce or other Customer Relationships Systems preferredSalary & Benefits:The salary range for this position is $60K - $68K 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 benefits 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 employeeAbout Samaritans:Samaritans, Inc. is a Massachusetts-based suicide prevention organization that offers free, confidential, and nonjudgmental services to all who need them. Each day, Samaritans answers hundreds of calls and texts through the 988 Suicide & Crisis Lifeline and Hey Sam, a peer mental health support textline for young people. Samaritans also offers support groups for those affected by suicide and training so anyone can learn to help those in crisis. Since 1974, Samaritans has answered more than 3.5 million calls and texts; educated 200,000 people to prevent suicide; supported 24,000 suicide loss survivors; and trained 6,500 volunteers to provide compassionate support. Samaritans is an Equal Opportunity Employer.