Office Manager​/Helpline Coordinator

The Office Manager & Helpline Coordinator is a 32-hour per week, in-office leadership support role at the Tennessee Caregiver Coalition (TCC). This position serves as both:

• The primary coordinator of the Caregiver Helpline, ensuring timely, compassionate, and well-documented support to caregivers across Tennessee; and
• The operational anchor of the office, ensuring smooth daily systems, administrative excellence, and a welcoming, well-managed workplace environment.

This role also provides direct administrative support to the President & CEO, including managing and triaging email communications to ensure timely follow-up and organizational clarity.

This position requires exceptional organization, emotional intelligence, initiative, and discretion. The ideal candidate is deeply aligned with TCC’s mission, thrives on creating order and calm in complex environments, and brings a service-oriented mindset to both caregivers and colleagues.

This position includes a six-month probationary period, with reviews at 90 days and six months to assess long-term fit and success in the role. Continued employment is contingent upon meeting established performance standards.

The Tennessee Caregiver Coalition is committed to actively cultivating and preserving a culture of equity, inclusion and connectedness. We strive to create a space that enables everyone to bring their full self to the work and that embraces the full spectrum of humanity. These values permeate all aspects of our work.

We are committed to equitable hiring, training, promotional practices, and policies. We value the unique contributions people bring in terms of education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, marital status, religion, ability, sexual orientation, and beliefs. We strongly encourage people from underrepresented groups to apply.

Helpline & Caregiver Support

Serve as the first point of contact for caregivers, ensuring every interaction reflects compassion, clarity, and professionalism.

Core Responsibilities

• Answer and return helpline calls, voicemails, emails, and online inquiries
• Provide accurate resource referrals and program information
• Track and document all interactions in the agency CRM
• Maintain and update the TCC Resource Directory
• Monitor and document after-hours helpline activity
• Prepare monthly helpline updates for board reporting

Measurable Standards

• 100% of helpline inquiries returned within 1 business day
• 95%+ CRM documentation accuracy
• 100% of resource referrals documented
• 100% of after-hours activity logged and tracked
• Resource Directory reviewed annually and at least 5 new partners added quarterly
• Monthly board update submitted by noon on the second Monday (100% on-time rate)

Office Management & Operations

Serve as the operational steward of the office, ensuring systems, spaces, and workflows function smoothly and professionally.

Office Systems & Organization

• Maintain organized digital and physical filing systems
• Ensure documents are accurately labeled and filed within 1 business day
• Maintain consistent naming conventions and folder structures
• Ensure compliance with document retention and confidentiality policies

Facility & Vendor Coordination

• Conduct regular office walk-throughs to ensure cleanliness and order
• Coordinate maintenance and vendor visits (IT, HVAC, plumbing, etc.)
• Notify CEO immediately of facility issues
• Follow through until issues are resolved

Inventory & Supplies

• Conduct monthly office inventory
• Submit completed checklist to CEO by the last business day of each month
• Proactively reorder low-stock items

Administrative Support & CEO Email Management

Provide high-level administrative support to the full TCC team, with direct support to the President & CEO.

General Administrative Support

• Printing, assembling, and preparing materials (board packets, trainings, events, etc.)
• Preparing mailings and donor packets
• Assisting with scheduling and meeting coordination

CEO Email Management

• Monitor and triage CEO email daily
• Flag urgent items and time-sensitive requests
• Draft responses when appropriate
• Archive, categorize, and maintain inbox organization
• Ensure emails requiring follow-up are tracked and resolved
• Reduce email backlog and maintain an organized, manageable inbox system

Performance expectation:
CEO email is reviewed daily, urgent items flagged immediately, and no time-sensitive communication goes unanswered.

Donor Records & Stewardship Support

• Enter Pay Pal transactions into donor spreadsheet by the 5th of each month
• Prepare thank-you letters for CEO signature by the 7th
• Mail 100% of thank-you letters by the 10th
• Maintain accuracy and confidentiality in donor records

Social Media Monitoring

• Monitor all platforms daily
• Respond to inquiries within 48 hours
• Maintain professionalism and engagement in all public responses

Office Hospitality & Culture Stewardship

Serve as the welcoming presence and tone-setter of the office.

• Greet all visitors warmly and…