Program Manager - Overnight

POSITION DESCRIPTION:

Program Manager - Overnight

About Samaritans Southcoast, Inc. - Overview:

For 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, crisis intervention, mobile crisis and behavioral health referrals, and support services 24 hours a day, 7 days a week, answering 32,000 calls a year. In addition to the lifeline, Samaritans Southcoast’s services include Safe Place for suicide loss survivors, Kare 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.”

Program Manager Role - Overview:

The Program Manager is an experienced manager and leader who manages all operations relating to Samaritans Southcoast’s emotional support and suicide prevention hotline and related programs. Their role includes managing technology, equipment, data, and reporting, overseeing and managing shift supervisors and hotline staff, being responsible for shift management, including attendance, absences, and substitutions, evaluating and assessing performance for shift supervisors and call takers, and training shift supervisors and hotline staff in call center operations, procedures, and best practices, and to use technology effectively.

Duties and Responsibilities Include:

• Record substitutions, attendance, and absences for shift supervisors and call takers within the iCarol schedule system and online platforms.
• Submit and resolve trouble and repair tickets for telephony, data collection, equipment, and operations platforms.
• Provide team with professional customer service, including responding to and following up on inquiries and addressing concerns/problems collaboratively with the team.
• Coordinate, manage, and monitor ongoing quality and consistency of operating systems, the iCarol data management system and schedule, TPx/Webex telephony system, Akixi, online and cloud-based platforms, technology, and equipment.
• Provide professional and compassionate support to callers at all levels of need.
• Perform data entry and maintain data and statistics to track the effectiveness and impact of hotline services.
• Create daily, weekly, monthly, quarterly, and as-needed reports from call center and employee data.
• Maintain DPH and SAMHSA reporting as required by contract.

• Be able to multi-task.
• Ensure quality schedule and queueing coverage for effective service delivery on the hotline and that organization-wide, statewide, and national goals are met and exceeded.
• Work independently and as a team member.
• Ability to intervene in crises.
• Monitor, evaluate, and assess the performance of shift supervisors and call takers, and conduct formal 30, 60, 90-day, and annual assessments.
• Maintain clear documentation on all personnel issues to report to the Human Resource Director.
• Employ strong critical thinking skills using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems within Samaritans’ guidelines, policies, and procedures.
• Train prospective call takers on hotline operations as needed under the guidance of the Training and Outreach Director.
• Remain informed on suicide prevention best practices, models, and initiatives.
• Exercise discretion in handling confidential situations and information.
• Develop rules, procedures, and best practices relating to systems as needed.
• Direct supervise all shift supervisors and call takers.
• Other responsibilities as assigned.
• Adhere to all of Samaritans Southcoast’s policies, procedures, and best practices as well as those per our accreditation through the International Council for Helplines, the Substance Abuse and Mental Health Services Administration, the Massachusetts Department of Public Health, and Vibrant/988 Suicide and Crisis Lifeline.

Experience and Qualifications:

• Attention to detail and accuracy are required.
• Knowledge and proficiency in managing and maintaining technology platforms, including the iCarol System, TPx, Akixi, Webex, or similar cloud-based telephony systems, data collection, and reporting database required.
• Minimum of a Bachelor’s degree preferred, and at least two years of management experience leading call center teams, preferably in a remote suicide prevention call center environment.
• Previous experience working at a social service agency, nonprofit, or similar organization is a plus.
• Proficient in Microsoft Office, Google Drive, and Zoom.
• Ability to troubleshoot, problem-solve, and resolve issues effectively and efficiently.
• Ability to interact and communicate effectively with others.
• Previous experience working with complex systems.
• Excellent analytical and organizational skills.
• Functions well as a team member in a small office environment, remotely and in person.

Special Requirements/Physical Demands/Working Conditions:

• Some flexibility in working hours may be required to manage operations and staff, attend meetings and trainings, troubleshoot, and resolve issues relating to technology and systems.
• CORI check is required upon the offer of a position.
• Ability to work remotely in a secure, private space where confidentiality can be maintained.
• Access to active, high-speed internet service is required.
• A background check is required as part of the application process.
• Must successfully complete 35 hours of Samaritans Southcoast training
• Remote work with some in-person interaction with staff and colleagues.

Relevant Position Information:

• 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.
• No benefits
• Job Title - Program Manager - Overnight
• Salary: $52,000 per year
• Reports to: Executive Director
• Job Type: Full-time
• FLSA Designation: Exempt

To be considered, interested candidates must:

Complete our online application at our website https://www.samaritanssoco.org/we-re-hiring, and submit a cover letter, resume, and references to Human Resources Manager Natalie Schrager, [email protected], per application instructions.

Incomplete submissions will not be considered.

Samaritans Southcoast is an equal-opportunity employer. No phone calls, please.