Work from Home While Giving Back to the Community! A Day in a Life as the Crisis Line Manager The Crisis Line Manager will provide leadership to the daily operations of the Crisis Line & the 988 Suicide Lifeline programs & supervision of the Crisis Line Coordinator, Shift supervisors, & the 60 plus Crisis Line Associates, Volunteers, & Interns. The manager is responsible for ensuring the delivery & quality of services offered through Cape Samaritans 24-hour crisis line using effective recruitment, supervision, scheduling, & program planning. They will demonstrate a commitment to the organization\'s mission & an understanding of the important role of the crisis line staff. We are looking for a talented professional who can bring positive energy to their work & who wants to join a team of non-judgmental & supportive staff who are dedicated to helping others. At Cape Samaritans we value empathy, compassion, & commitment. We cultivate a strong organizational culture of trust, support, & partnership which leads to a stronger, safer, & more dynamic workplace & community for all. The manager must possess excellent written & verbal communication skills, strong organizational & analytical skills, active listening, & problem-solving skills, ability to compromise, show respect to others & capable of establishing positive relationships. This is a remote position; however, the ideal candidate will reside within a 25-50 mile commutable distance from our Mashpee, MA office to attend biweekly, in-person meetings. Critical Responsibilities: Ensure that the crisis line helpline is fully staffed, 24 hrs./day, 365 days/year. Continuously evaluate the helpline program, recommend, & implement improvements. Oversee compliance with all policies, standards, & best practices on the crisis line, ensuring administration of safety assessments on each call & appropriate responses to high risk & imminent risk calls, including engagement of emergency services while sustaining commitment to least restrictive interventions. Make recommendations for policies & procedures that will improve the quality of crisis line services. Supervise, evaluate, & build strong relationships with crisis line coordinator, shift supervisors & 60 plus crisis line associates, volunteers, & interns. Provide helpful feedback or additional training when necessary. Maintain scheduling coverage of the crisis line. Conduct roundtables for all employees to ensure they can manage the emotional strain of answering the calls. Support individual debriefings as needed, team building, & provision of resource referrals. Oversee data reporting as required by program, agency, or funding sources. Organizational support Maintains knowledge of all staff functions to be able to carry out those responsibilities in case of absence/vacancy, including shift supervisor & crisis line associate to provide shift coverage as needed. Attend weekly & monthly meetings as needed with the Director of MA Dept of Public Health, Vibrant, & other partners. Support & participate in organizational events, fundraisers, or projects outside of the crisis line helpline as needed. Qualifications Bachelor\'s degree strongly preferred. 5 years in management or related experience, preferably call center management experience; experience managing volunteers is a plus. Experience in program development; budget experience is a plus. Experience working on a crisis helpline/call center experience preferred, or familiarity of the suicide prevention landscape & network nationally & locally. Ability to maintain accurate records & exercise discretion in handling confidential information. Proficient with technology, including Microsoft Office (PowerPoint, Excel, & Word) & databases. Ability to build & maintain relationships & communicate effectively with a wide array of people at all levels & from diverse backgrounds. Background & CORI checks. See completed job description when appl ing.