The Samaritans Cape Cod and the Islands

Role Description The Samaritans on Cape Cod and the Islands is seeking an experienced and mission-driven Director of Crisis Line Operations to lead our growing 24/7 crisis intervention services, including the 988 Suicide & Crisis Lifeline. This is an opportunity to make a meaningful impact while leading a dedicated team that provides life-saving support to individuals in crisis across Massachusetts. As the Director of Crisis Line Operations, you will provide strategic and operational leadership for our crisis line programs, ensuring exceptional service delivery, regulatory compliance, staff development, and continuous quality improvement. - Leading a 24/7/365 crisis line operation - Managing and developing a team of managers, supervisors, staff, volunteers, and interns - Overseeing program performance, quality assurance, and operational effectiveness - Managing budgets, reporting, and compliance requirements - Building relationships with funders, community partners, and regulatory agencies - Using data and feedback to drive innovation and improve outcomes Qualifications - Bachelor's degree required or equivalent experience; Master's degree preferred - 7+ years of leadership experience in operations, program management, call center management, crisis services, healthcare, behavioral health, nonprofit leadership, or related fields - Proven ability to lead teams, manage complex operations, and drive organizational results - Strong communication, problem-solving, and decision-making skills - Experience with crisis intervention, mental health services, call center operations, or human services is highly desirable Requirements - Must reside in Massachusetts - Remote position with occasional travel as needed - Must be available to support a 24/7 operation and flex work hours based on business needs - Must be comfortable responding to urgent operational, staffing, or service delivery needs outside of a traditional work schedule Benefits - Join a compassionate and dedicated team committed to preventing suicide, reducing stigma, and providing hope to those in need - Your leadership will directly influence the quality, accessibility, and effectiveness of critical crisis services throughout our communities Company Description The Samaritans on Cape Cod and the Islands is an Equal Opportunity Employer and considers all qualified applicants in accordance with applicable federal and state laws.

Role Description The Samaritans on Cape Cod and the Islands is seeking a compassionate, confident, and mission-driven Shift Supervisor to provide real-time leadership and support for our 988 Crisis Line team. This is an opportunity to make a meaningful difference every day by supporting Crisis Line Associates, Volunteers, and Interns as they assist individuals experiencing emotional distress, mental health challenges, and suicidal crises. If you thrive in a fast-paced environment, remain calm under pressure, and are passionate about helping others, we encourage you to apply. Qualifications - Bachelor's degree in Mental Health, Psychology, Social Work, Human Services, or a related field, or equivalent experience - Experience working in a crisis line, call center, behavioral health, social services, or customer support environment - Strong crisis management and de-escalation skills - Ability to remain composed and make sound decisions during high-pressure situations - Excellent communication, coaching, and interpersonal skills - Experience working in remote team environments - Familiarity with iCarol or similar crisis management, telephony, or case management systems is a plus Requirements - Overseeing crisis line operations during assigned shifts - Providing real-time consultation and support for complex and high-risk calls - Ensuring adherence to 988 Lifeline standards, organizational policies, and crisis intervention protocols - Supporting, mentoring, and coaching Crisis Line Associates, Volunteers, and Interns - Monitoring documentation and data quality to ensure compliance and accuracy - Serving as the primary point of contact for staff during your shift - Escalating operational, technical, or performance concerns when appropriate - Participating in shift debriefs and continuous improvement efforts Benefits - Compassionate support to individuals in moments when connection can make all the difference - Commitment to suicide prevention and emotional support - High-quality crisis intervention services - Continuous learning and professional development - A supportive and collaborative remote work culture Company Description The Samaritans on Cape Cod and the Islands is committed to providing equal employment opportunities in accordance with applicable federal and state laws. Employment decisions are made based on qualifications, merit, and business needs.

Pay & Schedule - Hourly Pay Range: $19.00 - $22.00 - Shift Schedule: Thursday - Sunday, 5:00am - 9:00am - Weekly Hours: Approximately 16–28 hours per week based on assigned schedule What You’ll Do As a Crisis Line Associate, you will: - Answer crisis calls from individuals seeking emotional support, including those at risk of suicide - Provide empathetic, active, and non-judgmental listening - Help de-escalate crisis situations and foster a sense of hope - Accurately document call interactions - Meet call response and performance expectations - Participate in supervision, team meetings, and ongoing training What We’re Looking For Required: - Must be 18 years of age or older - High school diploma, GED, or past equivalent experience - Must reside in State of MA - Must be able to meet technology requirements as stated below - Strong communication and listening skills - Ability to maintain strict confidentiality - Sound judgment and emotional resilience - Ability to work independently in a remote environment - Employment with The Samaritans is contingent upon the successful completion of a background check in accordance with applicable laws. Preferred: - 2+ years of professional or volunteer experience - Experience in crisis support, behavioral health, or related fields - Prior helpline or call center experience Training & Development All new hires must successfully complete: - Crisis Line Associate training program - Supervised “learning shifts” prior to independent work We are committed to your growth and provide ongoing education and support. Device Technology Requirements (Remote Work) - Bring your own device or request from organization - Minimum 10–20 Mbps download / 5 Mbps upload - Recommended 50 Mbps download / 10 Mbps upload - Reliable internet connection with low latency (<100 ms) - Ability to work in a private, distraction-free environment Why Join The Samaritans? - Make a direct impact in your community every day - Be part of a mission-driven, compassionate team - Work remotely with a consistent, predictable schedule - Gain valuable experience in crisis intervention and behavioral health Equal Opportunity Employer The Samaritans is an equal opportunity employer. We are committed to fostering an inclusive environment where all individuals are respected, supported, and valued.

Pay & Schedule - Hourly Pay Range: $19.00 - $22.00 - Shift Schedule: Thursday - Sunday, 9:00am - 3:00pm - Weekly Hours: Approximately 18–28 hours per week based on assigned schedule What You’ll Do As a Crisis Line Associate, you will: - Answer crisis calls from individuals seeking emotional support, including those at risk of suicide - Provide empathetic, active, and non-judgmental listening - Help de-escalate crisis situations and foster a sense of hope - Accurately document call interactions - Meet call response and performance expectations - Participate in supervision, team meetings, and ongoing training What We’re Looking For Required: - Must be 18 years of age or older - High school diploma, GED, or past equivalent experience - Must reside in State of MA - Must be able to meet technology requirements as stated below - Strong communication and listening skills - Ability to maintain strict confidentiality - Sound judgment and emotional resilience - Ability to work independently in a remote environment - Employment with The Samaritans is contingent upon the successful completion of a background check in accordance with applicable laws. Preferred: - 2+ years of professional or volunteer experience - Experience in crisis support, behavioral health, or related fields - Prior helpline or call center experience Training & Development All new hires must successfully complete: - Crisis Line Associate training program - Supervised “learning shifts” prior to independent work We are committed to your growth and provide ongoing education and support. Device Technology Requirements (Remote Work) - Bring your own device or request from organization - Minimum 10–20 Mbps download / 5 Mbps upload - Recommended 50 Mbps download / 10 Mbps upload - Reliable internet connection with low latency (<100 ms) - Ability to work in a private, distraction-free environment Why Join The Samaritans? - Make a direct impact in your community every day - Be part of a mission-driven, compassionate team - Work remotely with a consistent, predictable schedule - Gain valuable experience in crisis intervention and behavioral health Equal Opportunity Employer The Samaritans is an equal opportunity employer. We are committed to fostering an inclusive environment where all individuals are respected, supported, and valued.

Pay & Schedule - Hourly Pay Range: $19.00 - $22.00 - Shift Schedule: Thursday - Sunday, 7:00pm - 11:00pm - Weekly Hours: Approximately 16–28 hours per week based on assigned schedule What You’ll Do As a Crisis Line Associate, you will: - Answer crisis calls from individuals seeking emotional support, including those at risk of suicide - Provide empathetic, active, and non-judgmental listening - Help de-escalate crisis situations and foster a sense of hope - Accurately document call interactions - Meet call response and performance expectations - Participate in supervision, team meetings, and ongoing training What We’re Looking For Required: - Must be 18 years of age or older - High school diploma, GED, or past equivalent experience - Must reside in State of MA - Must be able to meet technology requirements as stated below - Strong communication and listening skills - Ability to maintain strict confidentiality - Sound judgment and emotional resilience - Ability to work independently in a remote environment - Employment with The Samaritans is contingent upon the successful completion of a background check in accordance with applicable laws. Preferred: - 2+ years of professional or volunteer experience - Experience in crisis support, behavioral health, or related fields - Prior helpline or call center experience Training & Development All new hires must successfully complete: - Crisis Line Associate training program - Supervised “learning shifts” prior to independent work We are committed to your growth and provide ongoing education and support. Device Technology Requirements (Remote Work) - Bring your own device or request from organization - Minimum 10–20 Mbps download / 5 Mbps upload - Recommended 50 Mbps download / 10 Mbps upload - Reliable internet connection with low latency (<100 ms) - Ability to work in a private, distraction-free environment Why Join The Samaritans? - Make a direct impact in your community every day - Be part of a mission-driven, compassionate team - Work remotely with a consistent, predictable schedule - Gain valuable experience in crisis intervention and behavioral health Equal Opportunity Employer The Samaritans is an equal opportunity employer. We are committed to fostering an inclusive environment where all individuals are respected, supported, and valued.

Pay & Schedule - Hourly Pay Range: $19.00 - $22.00 - Shift Schedule: Thursday - Sunday, 7:00pm - 11:00pm - Weekly Hours: Approximately 16–28 hours per week based on assigned schedule What You’ll Do As a Crisis Line Associate, you will: - Answer crisis calls from individuals seeking emotional support, including those at risk of suicide - Provide empathetic, active, and non-judgmental listening - Help de-escalate crisis situations and foster a sense of hope - Accurately document call interactions - Meet call response and performance expectations - Participate in supervision, team meetings, and ongoing training What We’re Looking For Required: - Must be 18 years of age or older - High school diploma, GED, or past equivalent experience - Must reside in State of MA - Must be able to meet technology requirements as stated below - Strong communication and listening skills - Ability to maintain strict confidentiality - Sound judgment and emotional resilience - Ability to work independently in a remote environment - Employment with The Samaritans is contingent upon the successful completion of a background check in accordance with applicable laws. Preferred: - 2+ years of professional or volunteer experience - Experience in crisis support, behavioral health, or related fields - Prior helpline or call center experience Training & Development All new hires must successfully complete: - Crisis Line Associate training program - Supervised “learning shifts” prior to independent work We are committed to your growth and provide ongoing education and support. Device Technology Requirements (Remote Work) - Bring your own device or request from organization - Minimum 10–20 Mbps download / 5 Mbps upload - Recommended 50 Mbps download / 10 Mbps upload - Reliable internet connection with low latency (<100 ms) - Ability to work in a private, distraction-free environment Why Join The Samaritans? - Make a direct impact in your community every day - Be part of a mission-driven, compassionate team - Work remotely with a consistent, predictable schedule - Gain valuable experience in crisis intervention and behavioral health Equal Opportunity Employer The Samaritans is an equal opportunity employer. We are committed to fostering an inclusive environment where all individuals are respected, supported, and valued.

Pay & Schedule - Hourly Pay Range: $19.00 - $22.00 - Shift Schedule: Thursday - Sunday, 5:00am - 9:00am - Weekly Hours: Approximately 16–28 hours per week based on assigned schedule What You’ll Do As a Crisis Line Associate, you will: - Answer crisis calls from individuals seeking emotional support, including those at risk of suicide - Provide empathetic, active, and non-judgmental listening - Help de-escalate crisis situations and foster a sense of hope - Accurately document call interactions - Meet call response and performance expectations - Participate in supervision, team meetings, and ongoing training What We’re Looking For Required: - Must be 18 years of age or older - High school diploma, GED, or past equivalent experience - Must reside in State of MA - Must be able to meet technology requirements as stated below - Strong communication and listening skills - Ability to maintain strict confidentiality - Sound judgment and emotional resilience - Ability to work independently in a remote environment - Employment with The Samaritans is contingent upon the successful completion of a background check in accordance with applicable laws. Preferred: - 2+ years of professional or volunteer experience - Experience in crisis support, behavioral health, or related fields - Prior helpline or call center experience Training & Development All new hires must successfully complete: - Crisis Line Associate training program - Supervised “learning shifts” prior to independent work We are committed to your growth and provide ongoing education and support. Device Technology Requirements (Remote Work) - Bring your own device or request from organization - Minimum 10–20 Mbps download / 5 Mbps upload - Recommended 50 Mbps download / 10 Mbps upload - Reliable internet connection with low latency (<100 ms) - Ability to work in a private, distraction-free environment Why Join The Samaritans? - Make a direct impact in your community every day - Be part of a mission-driven, compassionate team - Work remotely with a consistent, predictable schedule - Gain valuable experience in crisis intervention and behavioral health Equal Opportunity Employer The Samaritans is an equal opportunity employer. We are committed to fostering an inclusive environment where all individuals are respected, supported, and valued.

Pay & Schedule - Hourly Pay Range: $19.00 - $22.00 - Shift Schedule: Thursday - Sunday, 9:00am - 3:00pm - Weekly Hours: Approximately 18–28 hours per week based on assigned schedule What You’ll Do As a Crisis Line Associate, you will: - Answer crisis calls from individuals seeking emotional support, including those at risk of suicide - Provide empathetic, active, and non-judgmental listening - Help de-escalate crisis situations and foster a sense of hope - Accurately document call interactions - Meet call response and performance expectations - Participate in supervision, team meetings, and ongoing training What We’re Looking For Required: - Must be 18 years of age or older - High school diploma, GED, or past equivalent experience - Must reside in State of MA - Must be able to meet technology requirements as stated below - Strong communication and listening skills - Ability to maintain strict confidentiality - Sound judgment and emotional resilience - Ability to work independently in a remote environment - Employment with The Samaritans is contingent upon the successful completion of a background check in accordance with applicable laws. Preferred: - 2+ years of professional or volunteer experience - Experience in crisis support, behavioral health, or related fields - Prior helpline or call center experience Training & Development All new hires must successfully complete: - Crisis Line Associate training program - Supervised “learning shifts” prior to independent work We are committed to your growth and provide ongoing education and support. Device Technology Requirements (Remote Work) - Bring your own device or request from organization - Minimum 10–20 Mbps download / 5 Mbps upload - Recommended 50 Mbps download / 10 Mbps upload - Reliable internet connection with low latency (<100 ms) - Ability to work in a private, distraction-free environment Why Join The Samaritans? - Make a direct impact in your community every day - Be part of a mission-driven, compassionate team - Work remotely with a consistent, predictable schedule - Gain valuable experience in crisis intervention and behavioral health Equal Opportunity Employer The Samaritans is an equal opportunity employer. We are committed to fostering an inclusive environment where all individuals are respected, supported, and valued.

About the role Must be a current employee of the organization. Working remotely, Shift supervisors will back-up and advise staff and volunteers on the Samaritans Crisis Line, using National Suicide Prevention Lifeline/988 protocols. They must possess the composure, judgment and critical thinking needed during potential imminent risk situations. Hours may vary depending on operational needs. What you'll do - Assist Crisis Line Associates and volunteers on the crisis line, as needed. - If asked, listen carefully to a situation, and then quickly develop and evaluate options for people in crisis, while staying in accord with Samaritans’ and National Suicide Prevention Lifeline’s guidelines, policies, and procedures. - Keep composure in high-stress situations. - Instruct and mentor crisis Line Associates/volunteers/interns. - Enter and review data to track the effectiveness and impact of crisis line services. - Provide written follow-up as needed or requested. - Build and maintain relationships with supervisors, crisis Line Associates/volunteers/interns, emergency service personnel, and behavioral health professionals, among others. - Exercise discretion in handling confidential situations and information. - Convey sensitive information in a timely manner to qualified parties. - Be able to multi-task. - Remain informed on suicide prevention best practices, models, and initiatives. - Adhere to all Samaritans on Cape Cod and the Islands policies, procedures, best practices, and those in accordance with our accreditation through the International Council of Helplines, and guidelines from the Massachusetts Suicide Prevention Coalition, the Massachusetts Department of Public Health, and the National Suicide Prevention Lifeline. - Other responsibilities as assigned. Qualifications - Preferred Bachelor’s degree or professional experience in a mental health agency, nonprofit, or similar organization. - Previous experience working on a suicide prevention crisis line, customer service, and/or phone center required. - High comfort level with technology, including computer and internet skills, smartphones, and integrated systems. - Experience with the iCarol software system or similar cloud-based database, telephony applications, and Microsoft Teams required. - Attention to detail required. - Ability to problem solve and troubleshoot in a fast-paced and evolving remote work environment. Special Requirements - Successful completion of Samaritans Crisis Line training. - Remote work with occasional in-person interaction with staff and colleagues. - Access to active, high-speed internet service. - Access to a secure, private space where confidentiality can be maintained. - Refresher training and regular staff meetings. - Background and CORI checks. Pay Rate and Benefits - $21-25 per hour - 8 paid holidays (prorated for part-time hours) - Direct deposit payroll - Generous vacation, sick and personal time off policies - Opportunity to work from a remote location. The Samaritans is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Role Description As a Crisis Line Associate, you will: - Answer crisis calls from individuals seeking emotional support, including those at risk of suicide - Provide empathetic, active, and non-judgmental listening - Help de-escalate crisis situations and foster a sense of hope - Accurately document call interactions - Meet call response and performance expectations - Participate in supervision, team meetings, and ongoing training Qualifications - Must be 18 years of age or older - High school diploma, GED, or past equivalent experience - Must reside in State of MA - Must be able to meet technology requirements as stated below - Strong communication and listening skills - Ability to maintain strict confidentiality - Sound judgment and emotional resilience - Ability to work independently in a remote environment - 2+ years of professional or volunteer experience (preferred) - Experience in crisis support, behavioral health, or related fields (preferred) - Prior helpline or call center experience (preferred) Requirements - Employment with The Samaritans is contingent upon the successful completion of a background check in accordance with applicable laws. Training & Development - All new hires must successfully complete: - Crisis Line Associate training program - Supervised “learning shifts” prior to independent work - We are committed to your growth and provide ongoing education and support. Device Technology Requirements (Remote Work) - Bring your own device or request from organization - Minimum 10–20 Mbps download / 5 Mbps upload - Recommended 50 Mbps download / 10 Mbps upload - Reliable internet connection with low latency (<100 ms) - Ability to work in a private, distraction-free environment Benefits - Make a direct impact in your community every day - Be part of a mission-driven, compassionate team - Work remotely with a consistent, predictable schedule - Gain valuable experience in crisis intervention and behavioral health Equal Opportunity Employer The Samaritans is an equal opportunity employer. We are committed to fostering an inclusive environment where all individuals are respected, supported, and valued.