Statewide Rapid Response Hotline Coordinator

Role Responsibilities

• Lead, manage, and support a team of 100+ volunteer hotline operators across the state of Massachusetts online, handling difficult and sensitive situations with professionalism & efficiency.
• Provide coaching, training, and mentorship to team members to ensure effective communication, support, and problem-solving across multiple streams of communication
• Oversee the coordination of communication and logistics across multilingual teams, ensuring smooth workflow and accurate information transfer between statewide, regional, and local teams.
• Develop and implement best practices for hotline operations, including quality assurance, performance monitoring, and de-escalation support and management
• Maintain and enhance technological tools and platforms used for managing call flows, tracking support tickets, and streamlining internal and external operations.
• Ensure team adherence to organizational policies, procedures, and agreements.
• Monitor hotline metrics, analyze trends, and provide strategic recommendations for process improvements.
• Support flexible volunteer schedules as needed.

• Experience working in rapid response environments and/or running scaled volunteer programs
• Ability to handle multiple tasks in emergency-type environments
• Strong leadership skills with the ability to manage, motivate, and support large teams online.
• Exceptional communication and interpersonal skills, ideally with fluency in at least one of the three working languages (Spanish, Portuguese, Haitian Creole., Additional languages are an asset).
• Demonstrated ability to coach and develop volunteers in an emotionally demanding setting.
• Solid understanding of technology tools for call center operations, workflow management, and communication platforms.
• Strong organizational and problem-solving skills with ability to navigate complex logistical challenges.
• Demonstrated ability to delegate and hold people accountable.
• Ability to work flexible hours, including nights, weekends, and emergency shifts as needed.
• Resilient, adaptable, and able to maintain composure under pressure.