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 reduce 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 is an equal opportunity employer and is committed to hiring staff who reflect the diversity of the communities we serve. Candidates of color, bilingual, and bicultural candidates are strongly encouraged to apply..  

About The Position

Under the direction of the Helpline Operations Manager, the Operations Coordinator is responsible for organizing and promoting engagement and community among the volunteers and staff. 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 services team the Operations Coordinator provides administrative support to accurately represent the helpline workforce schedule for volunteers and staff.

REPORTS TO: Helpline Operations Manager

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 Helpline shifts in need of coverage on a weekly basis
Ensure active volunteer list is accurate in CRM (Salesforce) and internal tracking systems
Assists Helpline Training Team with onboarding volunteers
Collaborates with Recruitment and Onboarding Coordinator on the process of interviewing potential volunteers
Supports Crisis Services Team with administrative tasks as needed

ENGAGEMENT

Responsible for the planning and organizing of events and activities to foster a community of connection amongst helpline volunteers and staff
Develop and coordinate employee and volunteer recognition awards
Identify and recruit current and former volunteers for a Volunteer Advisory Board
Organize and coordinate additional trainings/workshops for volunteers and staff four times a year to promote continuous learning
In collaboration with the Helpline Operations Manager, identify seasoned volunteers and staff who could serve as mentors to trainees
With support from the Crisis Services Team, publish monthly volunteer 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

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
Experience with planning events preferred
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

Minimum starting salary is $60,000 and will be set based on experience and skill set
Employer matched 401(k) Plan
Short and Long-Term Disability coverage as well as Life Insurance
Health, Dental and Vision insurance
Healthcare and Childcare FSA, Commuter Benefits and Employee Assistance Program
Generous Vacation (New hires start with 10 days), Sick (8 days) and Personal Time Off (5 days)
Paid Family Medical Leave benefits
14 paid holidays
Direct deposit payroll

Samaritans' employees must be vaccinated against COVID-19 or obtain an approved medical or religious exemption. An offer is contingent upon proof that the candidate is fully vaccinated or qualifies for an exemption. Currently our office is re-open on a hybrid schedule with an average of 2 days per week in office, after a period of onboarding for new hires.

Out of state applicants will be required to relocate to Massachusetts within six months of employment and also work the same hybrid schedule as all employees.

Applications that are missing a resume and cover letter may not be considered.

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Samaritans, Inc.

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