Senior Director of Crisis Services



Boston, MA (hybrid)


For 47 years, Samaritans has provided lifesaving suicide prevention services in Massachusetts. Samaritans’ mission is to prevent suicide and offer hope and support to those affected. Established in Boston by Monica Dickens, Samaritans follows the principles of befriending, created by Samaritans in the United Kingdom. While Samaritans offices all over the world share a common suicide prevention mission and philosophy, all Samaritans offices operate independently from one another.  As the largest crisis helpline in Massachusetts, Samaritans’ helpline services receive more than 80,000 calls and texts per year. This includes our 24/7 talk and text helpline and our new peer to peer text line, Hey Sam.

Samaritans is seeking a Senior. Director of Crisis Services to serve as a senior member of the agency’s crisis management team. Reporting to the Chief Clinical Officer, the Senior Director analyzes, monitors, and improves all helpline operations to ensure the integrity of the quality of services. The Senior Director fosters a positive and supportive environment for staff, volunteers, and those who utilize Samaritans services. The Senior Director will work with leadership and other helplines around the country to develop best practices, create departmental plans, and measure program results. The ideal candidate will demonstrate success assessing suicidal ideation and response to crisis, experience leading a mental health team, and have exceptional skills in data analytics and operations.

Samaritans is an equal opportunity employer and is committed to hiring staff who reflect the diversity of the communities we serve. Candidates of color, bilingual, and bicultural candidates are strongly encouraged to apply.

Compensation Range

$90K+ with generous benefits

To apply

To apply, please submit a resume & cover letter to Beth Greenberg, Consultant, Evolve Giving Group: 

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Key Responsibilities

  • Develop and implement plans and objectives for the Crisis Services department in an effective and innovative fashion
  • Lead audits of programming to ensure process efficiency and improvement
  • Oversee and manage all helpline operation systems, including the iCarol and the helpline phone system
  • Prepare reports on helpline metrics for internal and external audiences for purposes of continuous service level enhancement, funding, and in partnership with other organizations and state agencies
  • Maintain compliance with external regulations and internal policies
  • Supervise the Director of Helpline Workforce, Manager of Helpline Operations, Manager of Helpline and Manager of Helpline Training 
  • Ensure all procedures are implemented per ICH standards and Lifeline contract standards
  • Oversee the tri-annual helpline accreditation process – responsible for all associated planning, preparing and coordination
  • Participate as a member of the agency’s leadership team
  • Participate in budget development and monitoring of expenses
  • Build and maintain strategic partnerships and collaborations with other organizations
  • Support and implement Samaritans’ Strategic Plan as related to Crisis Services

Qualifications & Skills

  • Master’s degree in Human Services with a concentration in Social Work, Psychology, Counseling or Health Related field or substantial experience in leading operations
  • 5+ years of management and supervisory experience
  • LCSW, LICSW, LMHC or other license in mental health field preferred
  • Strong analytical thinking, organizational, and time management skills
  • Excellent communication skills including the ability to make effective presentations to volunteers, staff, industry peers, board members and donors 
  • Adept at interacting with others in person, over the phone, on zoom, or via email
  • Ability to work with sensitive and confidential information 
  • Flexibility in working hours appropriate to meet responsibilities 
  • Proficiency in Microsoft Office Suite required; Salesforce experience preferred

Key Responsibilities

Qualifications & Skills

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