[Hiring] Director of Crisis Line Operations @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.