Operations Coordinator

POSITION DESCRIPTION:

Operations Coordinator

About Samaritans Southcoast - Overview:

For over 40 years, Samaritans Southcoast, Inc. has answered calls from anyone of any age needing emotional support, suicide prevention, and crisis intervention. As southeastern Massachusetts' 988 suicide and crisis lifeline, Samaritans Southcoast serves Bristol and Norfolk counties by providing high-quality suicide prevention services and support 24 hours a day, 7 days a week, answering 40,000 calls a year. In addition to the hotline, Samaritans Southcoast was awarded the contract to pilot statewide text and chat, with implementation commencing in January. Other services include Safe Place for suicide loss survivors, Care Calls for senior citizens, and education and outreach in the community. As a fully remote center, we employ highly skilled, trained, caring, and compassionate listeners from around the country who embody our mission "to reduce and prevent future suicides from occurring, to bring attention to the causes of suicide, to eliminate the stigma of suicide, and to support the survivors of suicide victims."

Operations Coordinator Role - Overview:

The Operations Coordinator plays a vital role in supporting the Executive Director and Senior Administrative Staff to ensure the smooth operation of our agency. This position is responsible for a wide range of administrative, technical, and operational tasks that are essential to the effective delivery of crisis intervention and suicide prevention services.

Duties and Responsibilities Include:

Administrative Assistance:

● Provide direct administrative support to the Executive Director to ensure smooth operations and consistent agency-wide service levels, including correspondence, data entry, and metrics, for administrative matters and fundraising and development.

● Participate in integration meetings to understand and support new technologies and systems.

● Enter, track, analyze, and report data to meet agency, funder, and accreditor requirements.

● Support program implementation, growth, and expansion, including new service channels like text and chat.

● Exercise discretion and maintain confidentiality in all matters.

● Communicate effectively and maintain composure in high-stress situations.

● Ability to listen and communicate effectively, in writing and verbally.

● Maintain composure in high-stress situations.

● Be able to multitask.

● Embody Samaritans Southcoast's befriending methods.

● Adhere to all Samaritans Southcoast's policies and procedures and those per the agency's accreditations, contracts, and partnerships with the International Council for Helplines, Vibrant and 988, Substance Abuse and Mental Health Services Administration (SAMHSA), Massachusetts' Department of Public Health (DPH), and Emergency Service Providers (ESPs).

● Other duties as assigned.

Technical Support & IT Coordination:

● Part customer service, part technical coordinator, this position triages IT tickets and troubleshoots, and assists the IT manager with IT-related issues, including hardware, software, and network problems.

Experience and Qualifications:

● Minimum of an Associate's degree preferred or two years of professional experience in a social service agency, nonprofit, or similar organization.

● Experience in technical operations.

● High comfort level with technology, cloud-based systems, and telephony applications.

● Strong problem-solving, critical thinking, and multitasking abilities.

● Ability to work collaboratively with senior staff.

● Experience with Google Workspace, iCarol system or similar cloud-based database, Cisco Webex, and TPx Call Center or similar telephony applications; Zoom required.

● Knowledge of data tracking, utilizing the data for services to inform decision-making.

● Ability to problem solve, troubleshoot, think critically, maintain composure, and display good judgment in a fast-paced, ever-evolving remote work environment.

● Share On-call Administrator duties with senior staff colleagues.

● Attention to detail and accuracy is required.

● A desire to help others, to display compassion, and to maintain confidentiality is required.

● Strong presentation skills.

● Excellent written and verbal communication skills; must be able to read and write English fluently.

Special Requirements/Physical Demands/Working Conditions:

● Must reside locally in Southeastern Massachusetts and within reasonable driving distance to our physical office in Fall River, Massachusetts.

● Hybrid work with some in-person interaction with staff and colleagues (3 days in the office, 2 days remote).

● Access to active, high-speed internet service is required.

● Must have high-speed internet, a working computer, a camera, and a microphone.

● Ability to work remotely in a secure, private space where confidentiality can be maintained.

● Some flexibility in working hours, including some evenings and weekends.

● Must complete 40 hours of Samaritans Southcoast training.

● Attend outside training and conferences, refresher training, and staff meetings regularly.

● A background check is required as part of the application process.

● A CORI check is required upon the offer of the position.

● Must be authorized to work in the United States.

Relevant Position Information:

● Job Title – Operations Coordinator

● Reports to: Executive Director

● FLSA Designation: Exempt

● Job Type: Full-time, 40 hours per week

● Salary: $55,000

● Paid Time Off (PTO): 120 hours (15 eight-hour days), accrued at a rate of 10 hours for every month worked during year one (non-rollover annually), and up to 40 hours of sick pay annually (1 hour earned for every 30 hours worked).

To apply:

Interested candidates must complete our online application (Samaritans Southcoast ) and should submit a résumé and a list of three references to:

Natalie Schrager, Human Resources Director, Samaritans Southcoast is an equal-opportunity employer. No phone calls, please. Incomplete submissions will not be considered.

Pay: $55,000.00 per year

Benefits:

• Paid time off

Application Question(s):

• Do you consent to a background check?

Location:

• Fall River, MA (Required)

Ability to Commute:

• Fall River, MA (Required)

Work Location: Hybrid remote in Fall River, MA