The Overnight Helpline Coordinator’s role is to ensure 24/7 coverage on the helpline responding to helpline calls during their assigned shift. The Coordinator will provide emotional support to helpline callers through Samaritans’ model of Befriending to assist the organization in fulfilling mission of serving those who are isolated, alone and suicidal through compassionate and nonjudgmental listening.
KEY RESPONSIBILITIES
Takes crisis calls, texts, and chats from those who are seeking emotional support including those who may be at risk of suicide
Adheres to performance measures in attending to call volume
Responsible for submitting call reports after each call
When in the office, provide on-site support to volunteers in the event of an emergency as relayed in the emergency management plan
Participates in staff meetings and supervision, schedule permitting
KEY QUALIFICATIONS & CHARACTERISTICS
Minimum of two years of professional experience preferred
Previous work as a volunteer preferred
Knowledge of the field of suicide and suicide prevention
Experience working on a crisis helpline a plus
Ability to be empathetic and engage in active, non-judgmental listening with our users
Ability to work with sensitive and confidential information
Must be able to display good, sound judgment
Must possess strong communication skills
Ability to resolve conflicts appropriately
Ability to work independently and collaboratively to maximize teamwork across the organization SPECIAL REQUIREMENTS
Successful completion of the 26-hour Volunteer Befriender Training and assigned learning shifts on the helpline after hire
Flexibility in meeting demands and remaining positive during interactions is essential
Other responsibilities as assigned by supervisor
SALARY & BENEFITS
Starts at $24 per hour
Direct deposit payroll
Sick time benefit at a part time rate
- 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.