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
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