REPORTS TO
Manager of Text Operations
ABOUT THE POSITION
Hey Sam, is a dedicated peer-to-peer texting service for youth. Designed for and staffed by young people, Hey Sam gives youth the opportunity to reach peers if they are struggling, need someone to talk to, or need support. Hey Sam supports youth up to the age of 24 during the hours of 9am to midnight 7 days a week. The Hey Sam Text Coordinator is responsible for coverage on Hey Sam and Samaritans Online Emotional Support (OES) program by responding to texts during their assigned shift. The coordinator will provide emotional support to callers who contact Samaritans. They will use Samaritans' model of Befriending to assist the organization in fulfilling its mission of servicing those who are isolated, alone, and suicidal through compassionate and non-judgmental listening. This is a remote position. The schedule is Monday-Friday from 9am to 3pm ET, totaling 30 hours a week OR Monday-Friday 7pm-1am ET, totaling 30 hours a week.
KEY RESPONSIBILITIES
- Respond to Hey Sam and OES texts from individuals seeking emotional support, including those at risk of suicide
- Provide empathetic, non-judgmental Befriending
- Conduct de-escalation and safety/risk assessments
- Offer resources and information to help seekers as appropriate
- Document all interactions accurately and in real time
- Meet performance expectations in relation to text volume and response quality
- Complete continuing education requirements as required
- Communicate and collaborate with Shift Supervisors and other staff and volunteers who are on shift
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 preferred
- Experience working on a crisis helpline a plus
- Strong empathy, active listening, and communication skills
- Ability to handles sensitive, confidential information
- Sound judgement and conflict-resolution skills
- Ability to work independently and collaboratively to maximize teamwork across the organization.
SPECIAL REQUIREMENTS
- You must be within the age range of Hey Sam (18-24 years old) to be considered for this role
- Successful completion of Hey Sam Befriender training, role plays and assigned learning shifts on the text line after hire
- Flexibility in meeting demands and remaining positive during interactions is essential
- Other responsibilities as assigned by supervisor
- Must reside in one of the following states: Alabama, California, Connecticut, Florida, Georgia, Kansas, Maryland, Massachusetts, Minnesota, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, Texas, Virginia and Washington
SALARY & BENEFITS
The hourly rate is $24.72 per hour for Monday through Friday 7am to 11pm and $26.78 per hour for Monday through Friday 11pm to 7am and Saturdays and Sundays.
- Direct deposit payroll
- Employer matched 401(k) Plan
- Short and Long-Term Disability coverage as well as Life Insurance
- Health, Dental and Vision insurance
- Healthcare and Childcare FSA and Employee Assistance Program
- Generous Vacation (New hires start with 6 days), Sick (4.5 days) and Personal Time Off (3 days)
- 10 paid holidays per calendar year
ABOUT SAMARITANS
Samaritans, Inc. is a Massachusetts-based suicide prevention organization that offers free, confidential, and nonjudgmental services to all who need them. Each day, Samaritans answers hundreds of calls and texts through the 988 Suicide & Crisis Lifeline and Hey Sam, a peer mental health support textline for young people. Samaritans also offers support groups for those affected by suicide and training so anyone can learn to help those in crisis. Since 1974, Samaritans has answered more than 3.5 million calls and texts; educated 200,000 people to prevent suicide; supported 24,000 suicide loss survivors; and trained 6,500 volunteers to provide compassionate support. Samaritans is an Equal Opportunity Employer. To learn more about Samaritans, please visit: www.samaritanshope.org
*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.