Job Description
Job Description
REPORTS TO
Senior Director of Crisis Programs
MANAGEMENT RESPONSIBILITY FOR
Recruitment and Retention Coordinator Quality Planning and Assurance Coordinator
ABOUT THE POSITION
In collaboration with the Senior Director of Crisis Programs, the Manager of Quality Planning and
Assurance will support the crisis helpline workforce in ensuring, developing, and delivering
approved crisis services for the agency. This requires meeting annual qualitative and quantitative
goals to fulfill the agency's mission to prevent suicide and offer hope and support to those
affected. The Manger of Quality Planning and Assurance will be responsible for managing Samaritans'
quality assurance program for calls/text on all lines.
The Manager of Quality Planning and Assurance monitors crisis calls and reviews Online Emotional
Support (OES) conversations to ensure compliance with International Council for Helplines (IHC)
standards and 988 Suicide & Crisis Lifeline policies. The Manager of Quality Planning and Assurance
oversees documentation of calls/texts to ensure the ongoing quality and consistency of Befriending
provided by volunteers and staff. The Manager of Quality Planning and Assurance provides direct
support and evaluation of Helpline staff and volunteers. The Manger of Quality Assurance and
Planning oversees and provides supervision to the Recruitment and Retention Coordinator and the
Quality Assurance Coordinator.
KEY RESPONSIBILITIES
Quality Assurance & Planning
• In collaboration with the Senior Director of Crisis Programs ensure policies and procedures for
helpline are accurate, reflect best practices per ICH standards and 988 Suicide & Crisis Lifeline
contract standards
• Oversee, conduct and coordinate quality assurance assessments with volunteers and staff
according to ICH standards and 988 Suicide & Crisis Lifeline requirements
• Ensure all required internal documentation is accurate, timely, and completed according to ICH
and 988 Suicide & Crisis Lifeline polices
• Identify and analyze trends in performance and retention and creates strategies to address and
improve this
Compliance
• Oversee compliance standard meetings for ICH accreditations
• Oversee compliance of regular silent monitoring, listening to recorded calls for helpline staff,
volunteers, and interns
• Oversees compliance with OES by viewing text transcripts and live viewing of OES
conversations
• Responds to complaints for calls and OES conversations
• Supervisory oversight of Imminent Risk calls and OES Conversations
• Oversight of caller management procedures for calls and texts
• Maintains caller profiles in iCarol
• Enters quality assurance assessments in the Vibrant Exchange according to requirements
• Monitors the ongoing quality and consistency of befriending services provided by all volunteers
and staff
• Conducts/oversees follow ups when volunteers and staff are not complying with policies,
procedures, and standards
• Maintains current knowledge of best practices for 24/7 helplines
• Implements best practices for call documentation in electronic data management system
• Coordinates annual policy review for the Helpline
• Ensures information is accurately entered in Salesforce for volunteers and staff
Training, Feedback, & Performance Support
• Provides input and feedback regarding individual performance to the crisis services management
team
• Identifies staff training needs and ensures development and implementation of programs that
address needs
• Identifying and recommend volunteer learning shift mentors and roleplay mentors to crisis
services team
Management & Team Development
• Performs managerial duties to include approving time sheets, conducting performance appraisals
and developing higher levels of expertise in team members by encouraging further education,
participation in seminars and providing learning opportunities within the suicide prevention and
mental health fields
• Supports all individuals involved in crisis services programs, ensuring a productive and
supportive environment for all members of the helpline staff
• Uses human resource best practices to select and retain the department's consistent and high
performers. This includes interviewing and assessment techniques to select team members; using
flexible and supportive feedback and management styles that foster open communication
• Coaches staff in the development of their work plans, their assigned duties, responsibilities,
and scope of authority
• Conduct group supervision and supervision meetings as needed with FT/PT direct reports
KEY QUALIFICATIONS & CHARACTERISTICS
• Minimum 2 years of professional experience in quality assurance/quality improvement
• Knowledge of the field of suicide and suicide prevention preferred
• Familiarity and or experience with helpline operations and metrics
• 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 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
• Supports interns from local colleges and universities through supervision and
evaluations
• Supports Helpline Workforce hiring by participating in interviews
• Attends 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 of 2x salary
● Health (85% of premium covered by Samaritans for individual plan), Dental (90% of premium
covered by Samaritans for individual plan) and Vision insurance
● 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
● Employee $300 professional development budget yearly
**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
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.
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