ZipRecruiter
Overview
The Manager of Text Operations is responsible for the leadership, coordination, and success of Samaritans' 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.
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
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
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
In collaboration with the Senior Director of Crisis Programs, ensure all procedures are implemented by ICH standards
Cover text shifts as needed to maintain service continuity
Identify, prepare reports and present key metrics associated with OES operations
Use data insights to inform improvements in service delivery
Qualifications
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
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 displaying good, sound judgment
Proficiency in Word, Excel, and PowerPoint required
Experience with Salesforce
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 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 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 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
Out of state applicants will be required to relocate to Massachusetts within three months of employment and also work the same hybrid schedule as all employees.
About Samaritans Samaritans, Inc. is the leading suicide prevention organization in Massachusetts, providing lifessaving 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 reduces 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 works to prevent suicide and support those who have lost someone to suicide throughout Greater Boston and MetroWest Massachusetts. Our services are free, confidential, and nonjudgmental. We are located in downtown Boston.
Samaritans is an Equal Opportunity Employer.
To learn more about Samaritans, please visit: www.samaritanshope.org
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. We approach these questions with the utmost respect and understanding, recognizing the potential emotional impact they may have. Participation in answering such questions is entirely voluntary, and applicants are encouraged to skip any inquiries that they find uncomfortable. The purpose of these questions is solely to gather relevant information for the assessment process, and all responses will be handled with confidentiality and sensitivity. If at any point an applicant feels distressed or uncomfortable, they are encouraged to communicate their concerns to the interviewer or withdraw from answering specific questions.
Job Posted by ApplicantPro
#J-18808-Ljbffr
The Manager of Text Operations is responsible for the leadership, coordination, and success of Samaritans' 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.
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
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
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
In collaboration with the Senior Director of Crisis Programs, ensure all procedures are implemented by ICH standards
Cover text shifts as needed to maintain service continuity
Identify, prepare reports and present key metrics associated with OES operations
Use data insights to inform improvements in service delivery
Qualifications
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
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 displaying good, sound judgment
Proficiency in Word, Excel, and PowerPoint required
Experience with Salesforce
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 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 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 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
Out of state applicants will be required to relocate to Massachusetts within three months of employment and also work the same hybrid schedule as all employees.
About Samaritans Samaritans, Inc. is the leading suicide prevention organization in Massachusetts, providing lifessaving 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 reduces 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 works to prevent suicide and support those who have lost someone to suicide throughout Greater Boston and MetroWest Massachusetts. Our services are free, confidential, and nonjudgmental. We are located in downtown Boston.
Samaritans is an Equal Opportunity Employer.
To learn more about Samaritans, please visit: www.samaritanshope.org
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. We approach these questions with the utmost respect and understanding, recognizing the potential emotional impact they may have. Participation in answering such questions is entirely voluntary, and applicants are encouraged to skip any inquiries that they find uncomfortable. The purpose of these questions is solely to gather relevant information for the assessment process, and all responses will be handled with confidentiality and sensitivity. If at any point an applicant feels distressed or uncomfortable, they are encouraged to communicate their concerns to the interviewer or withdraw from answering specific questions.
Job Posted by ApplicantPro
#J-18808-Ljbffr