About the role

  • Helpline Manager leading Peer Support Helpline operations to provide compassionate support in St. Louis LGBTQIA+ community. Supervising staff and ensuring program effectiveness with scheduled coverage.

Responsibilities

  • Oversee daily operations of the Peer Support Helpline
  • Supervise helpline associates/operators
  • Maintain helpline hours, schedules, and shift coverage
  • Review call logs and program data to identify trends and community needs
  • Recruit, onboard, and train new peer counselors
  • Provide coaching, feedback, and regular check-ins with operators
  • Facilitate team meetings, call debriefs, and training sessions
  • Maintain helpline protocols, documentation, and systems
  • Coordinate with internal teams/departments on outreach, resources, and reporting
  • Serve as a Helpline Operator at least one helpline shift per week

Requirements

  • 3–5 years of experience in program coordination, people management, product management, team leadership, or a related field
  • Strong communication, facilitation, collaboration, and relationship-building skills
  • Ability to manage operations, scheduling, and program systems
  • Commitment to LGBTQIA+ affirming and community-centered care
  • High empathy, emotional intelligence, and emotional maturity
  • Strong active listening, conflict resolution, organizational and time management skills
  • Proficiency with Google Drive, Gmail, and Google Calendar
  • Ability to work evening/weekend hours as required by events/meetings and helpline emergencies

Job title

Helpline Manager

Job type

Experience level

Mid levelSenior

Salary

$53,700 - $70,000 per year

Degree requirement

No Education Requirement

Location requirements

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