Training Coordinator - Samaritans On Cape Cod and the Islands

Job Summary:

We are seeking a compassionate, experienced trainer to join our team. The Crisis Line Training Coordinator will be responsible for developing and delivering comprehensive training programs
to new and existing crisis line operators. This role ensures that all operators are equipped with the necessary skills, knowledge, and support to provide high-quality, empathetic assistance to individuals in crisis.

We are only hiring in the following states: AZ, CA, MA, GA, ME, OH, TX, UT, VA, and WV

Key Responsibilities:

1. Training Program Development:
   • Design, develop, and update training materials, manuals, and resources for crisis line operators. Create interactive and engaging training modules, including role-playing scenarios, to simulate real-life crisis situations.
   • Incorporate best practices and current research in crisis intervention, mental health, and communication techniques.
     
2. Training Delivery:
   • Conduct initial training sessions and shadow shifts for new crisis line operators, covering essential topics such as active listening, de-escalation techniques, confidentiality, and emergency protocols.
   • Provide ongoing training and professional development opportunities for existing staff to enhance their skills and stay updated on new practices and policies.
   • Facilitate workshops, seminars, and webinars on specialized topics related to crisis intervention and mental health.
3. Assessment and Evaluation
   • Monitor and evaluate the performance of crisis line operators through observations, assessments, and feedback mechanisms.
   • Provide constructive feedback and coaching to operators to improve their performance and ensure adherence to protocols.
   • Develop and administer regular assessments to ensure operators maintain high competency levels.
4. Support and Mentorship:
   • Act as a mentor and resource for crisis line operators, offering guidance, support, and advice on handling challenging calls.
   • Create a supportive and inclusive training environment that encourages continuous learning and professional growth.
   • Maintain open lines of communication with operators to address concerns, provide support, and promote well-being.
5. Collaboration and Coordination:
   • Work closely with the Crisis Line Program Manager and other relevant departments to ensure training programs align with organizational goals and standards.
   • Coordinate with mental health professionals, external trainers, and subject matter experts to enhance training content and delivery.
   • Participate in regular team meetings and contribute to the development of crisis line policies and procedures.
6. Documentation and Reporting:
   • Maintain accurate records of training sessions, participant progress, participant attendance, and evaluation results.
   • Prepare and submit regular reports on training activities, outcomes, and areas for improvement.
   • Ensure all training materials and documentation comply with organizational policies and legal requirements.

Qualifications:

• Education:
  • Bachelor's degree in Psychology, Social Work, Counseling, Education, or a related field. A master's degree is preferred.
• Experience:
  • Minimum of 3 years of experience in crisis intervention, mental health counseling, or a related field.
  • Previous experience in training or teaching, particularly in a crisis intervention or mental health setting; ideally delivering training in a remote setting.
  • Previous experience in training in a call center environment is preferred.
    
• Skills:
  • Strong knowledge of crisis intervention techniques, mental health issues, and counseling practices.
  • Excellent communication and presentation skills, with the ability to engage and inspire trainees.
  • Proficiency in developing training materials and utilizing various training methodologies.
  • Ability to assess trainee performance and provide constructive feedback.
  • Empathy, patience, and the ability to handle sensitive situations with care and professionalism.
  • Proficiency in Microsoft Office Suite and familiarity with e-learning platforms.

Work Environment:

• This position is remote to limited states and may require occasional travel for training sessions or conferences.
• Only hiring in the following states: AZ, CA, MA, GA, ME, OH, TX, UT, VA, and WV
• Flexible hours may be necessary to accommodate training schedules.

Benefits:

• Generous PTO
• Health stipend
• Colonial Life benefits
• Remote position
• Direct deposit bi-weekly

We are an equal opportunity employer and welcome applications from all qualified individuals.
Join us in making a difference by empowering our crisis line operators to provide crucial support to those in need.