Helpline Operations Coordinator

This is a fully remote position, open to applicants in Washington.

📋 Description

• Assist with the daily administration of telephony, text, and chat systems.

• Create and monitor technical support tickets, document incidents, and escalate unresolved matters.

• Conduct scheduled routing and warm-transfer tests, reporting any anomalies encountered.

• Gather, organize, and format performance data for helplines and contact centers.

• Follow up on pending submissions and maintain state-level data for dashboard updates.

• Manage contact center directories, distribution lists, Memorandum of Understanding (MOU) tracking, liability insurance certificates, and necessary reports.

• Oversee the compliance database and compile quality assurance information.

• Monitor remediation action items and coordinate accreditation check-ins.

• Administer system training access, including enrollment, completion rates, scheduling, and registration.

• Process network funding applications, including stipends, through Finance routing.

• Arrange language and accessibility services and manage service-related issues.

• Keep track of contract renewal timelines, reconcile invoices with contracts, and maintain vendor records.

• Manage the annual meeting calendar, including invitations, platforms, registration, and attendance.

• Prepare meeting agendas, take notes, and monitor action items.

• Act as the first responder for the helpline inbox and Feedback Loop, addressing routine inquiries and directing complex issues appropriately.

• Maintain operational files, templates, trackers, and shared folders in an audit-ready state.

• Provide additional assistance to the Helpline team and NCPG projects as necessary.

⛳️ Requirements

• A minimum of two to three years of experience in administrative, operations, or project support roles, preferably within a nonprofit setting.

• At least two years of experience in a remote or distributed work environment.

• Strong organizational capabilities and exceptional attention to detail, with a proven history of accurately maintaining databases and tracking systems.

• Proficiency with digital meeting platforms, database management, and fundamental vendor invoicing processes.

• Comfort in supporting helpline or contact-center technologies (telephony, text, and chat systems) and collaborating with technical vendors.

• Ability to work independently, adhere to established workflows, and prioritize tasks within a part-time schedule.

• Prompt and effective response to requests, communications, and time-sensitive situations.

• Willingness to travel for the NCPG Annual Conference, the early December winter staff retreat, and other conference events as necessary.

• Readiness to assist with the setup, packing, and staffing of exhibit tables at events.

• Experience in supporting a helpline, call center, or crisis-service network.

• Familiarity with helpline technologies such as telephony/routing platforms and text/chat systems (e.g., iCarol).

• Understanding of compliance tracking, accreditation documentation, or grant/stipend processing.

• Experience in coordinating recurring meetings, committees, or stakeholder communications.

• Knowledge of problem gambling, behavioral health, or crisis services.

• Ability to work for extended periods on a computer.

• Must be able to travel as required.

• Physical requirements include standing, pushing, and lifting up to 35 pounds for activities at conferences and exhibition events.

🏝️ Benefits

• Paid vacation

• Paid sick leave

• Medical coverage

• Dental coverage

• Vision coverage

• Life coverage

• Disability coverage