Helpline Online Emotional Support Coordinator

About the role

The Helpline Online Emotional Support Coordinator (OESC) leads the design, delivery, and oversight of training programs for helpline specialists handling gambling, substance use, and 988 chat and text services. This role ensures staff have the knowledge and skills to provide high‑quality, crisis‑informed support.

Key responsibilities

• Deliver comprehensive onboarding training covering active listening, crisis intervention, resource navigation, and documentation for new staff.
• Facilitate ongoing education for experienced staff, including annual required courses, skill‑enhancement sessions, and updates on emerging trends.
• Develop, maintain, and regularly update training manuals to align with best practices, accreditation standards, and contractor guidelines.
• Maintain accurate records of all training activities and ensure compliance with organizational policies.
• Collaborate with Operations and HR to identify hiring needs, define candidate qualifications, and support onboarding processes.
• Provide direct supervision and support to trainees during their initial period, handling payroll, attendance, and corrective actions as needed.
• Oversee learning management systems and platforms used across call, chat, and text modalities.
• Conduct quality reviews of trainee performance and contribute to continuous quality‑improvement initiatives.

Required profile

• Bachelor’s degree in Human Resources, Social Work, Psychology, Education, or a related field.
• 2‑3 years of experience in training or employee development, preferably in mental health, substance‑use treatment, or addiction recovery.
• Experience with crisis‑intervention or addiction recovery programs is highly desirable.

Required skills

• Proficiency with Learning Management Systems (LMS).
• Experience using video‑conferencing platforms for training delivery.
• Familiarity with crisis‑management tools and documentation systems.

What we offer

• Dental insurance
• Health insurance
• Vision insurance
• Paid time off