Text Operations Coordinator

Text Operations Coordinator

Under 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:

• Operations
• Maintains accurate volunteer and staff information in CRM (Salesforce)
• Maintains an accurate shift schedule in iCarol and internal tracking systems for volunteers and staff
• Identifies and fills text shifts in need of coverage on a weekly basis
• Ensure active volunteer list is accurate in CRM (Salesforce) and internal tracking systems
• Assists Training Team with onboarding volunteers and staff
• Manages volunteer commitment to Samaritans by tracking longevity, leave of absences, and volunteer performance issues if needed
• Administrative oversight of timesheet submission for staff, interns, and students
• Coordinates continuing education training for helpline staff and volunteers
• Ensures compliance with training requirements for helpline staff and volunteers
• Maintains iCarol and elevate with accurate volunteers and staff
• Completes data for monthly reporting
• Collaborates with Recruitment and Onboarding Coordinator on the process of interviewing potential volunteers
• Supports crisis programs team with administrative tasks as needed
• Engagement
• Develop and coordinate employee and volunteer recognition awards
• Identify and recruit current and former volunteers for a Volunteer Advisory Board
• In collaboration with the Manager of Text Operations identify seasoned volunteers and staff who could serve as mentors to trainees
• With support from the crisis programs team, publish monthly helpline newsletter
• Utilize communication strategies to reach alumni volunteers
• Uses surveys, focus groups and other mediums to gather information from volunteers about their satisfaction to increase volunteer retention
• Support and attend Samaritans key fundraising events

Key Qualifications & Characteristics:

• Minimum of 1-2 years of professional experience in a social service or public health agency preferred
• Knowledge of the field of suicide and suicide prevention a plus
• Strong administrative and organizational skills
• Ability to communicate, relate and interact effectively with others at all levels both inside and outside the organization
• Adept at interacting with others in person, over the phone, on zoom, or via email
• Ability to work with sensitive information and maintain confidentiality
• Must be highly relational and able to build trusting relationships with volunteers that foster loyalty and commitment to the organization
• Ability to interact and resolve conflict effectively
• Ability to work independently and collaboratively to maximize teamwork across the organization
• Proficiency in Word, Excel and PowerPoint required
• Experience with Salesforce or other Customer Relationships Systems preferred

Salary & 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 employee

About 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.