Job Description

About The Position The Manager of Text Operations is responsible for the leadership, coordination, and success of Samaritan's 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 Manager 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 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 In collaboration with the Recruitment and Retention Coordinator, identify candidates for volunteer and staff positions as needed Interview, hire, and train text service staff and volunteers Complete performance reviews for direct reports Training & Quality Assurance Conduct regular quality assurance reviews of text conversations Identify training needs and deliver feedback to staff and volunteers Support implementation of best practices in crisis intervention With the Senior Director of Crisis Programs, ensure all procedures are implemented by ICH standards Cover text shifts as needed to maintain service continuity Reporting & Compliance Identify, prepare reports, and present key metrics associated with OES operations Use data insights to inform improvements in service delivery Key Qualifications & Characteristics Minimum 2 years of supervisory or program management experience Experience in crisis intervention, mental health, or related support services Knowledge of the field of suicide and suicide prevention preferred Experience working with youth or peer support programs Knowledge of texting or chat-based mental health services Strong communication skills, including the ability to make effective and persuasive presentations Adept at interacting with others in person, over the phone, on Zoom, or via email Ability to work with sensitive information and maintain confidentiality Ability to work independently and collaboratively to maximize teamwork across the organization Must be able to evaluate problems accurately and resolve conflict with sound judgment Proficiency in Word, Excel, and PowerPoint; experience with Salesforce preferred Special Requirements Successful completion of the Befriender Training and completion of a weekly shift on the Helpline for 1 month after completion of training Participates in the On-call rotation Support interns from local colleges and universities through supervision and evaluations Attend conferences and other related meetings outside of the organization as requested by Senior Director of Crisis Programs Support and attend Samaritans key fundraising events Other duties as assigned by supervisor 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. 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 for individual plan), Dental (90% of premium covered 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 (10 days), Sick (8 days) and Personal Time Off (5 days) 14 paid holidays per calendar year Hybrid work schedule (2 in-office days per week) plus 6 fully remote work weeks Mileage Reimbursement for work-related travel Annual $300 professional development budget Out-of-state relocation required within three months of employment (and 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. We provide prevention, intervention, and postvention services that make our communities healthier and happier, and reduce the stigma associated with suicide and mental health concerns. We are located in downtown Boston and are an Equal Opportunity Employer. To learn more, please visit: 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. While these questions are asked with respect and understanding, participation is voluntary, and applicants may skip any inquiries they find uncomfortable. All responses will be handled confidentially and with sensitivity. If distress or discomfort arises, please communicate with the interviewer or withdraw from answering specific questions. #J-18808-Ljbffr Samaritans, Inc.

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