Helpline Network Quality Manager

Job Description

Job DescriptionDescription:

The National Council on Problem Gambling (NCPG) serves as the national advocate to mitigate gambling-related harm. Our vision is to advance well-being by minimizing harm from gambling problems by problem gambling.

Reporting to the Director of Programs, our Helpline Network Quality Manager is the primary manager tasked with developing, implementing, and monitoring processes and procedures associated with the National Problem Gambling Helpline and Network. This highly collaborative role integrates the work and standards that support the call centers with NCPG’s overall strategy.

Responsibilities Include:

· Support the participating contact centers through the accreditation process and maintain relationships with national accrediting bodies.

· Maintain National Problem Gambling Helpline Network standards, make revisions as needed, and support contact centers in achieving standards.

· Lead the development and growth of the Helpline Specialist Training Program; identify subject matter experts and contribute to content creation and updates. Collaborate with the Training Manager to design, schedule, and implement training. Ensure that all educational materials are accurate, relevant, and consistent with national helpline standards.

· Collaborate with the Director of Programs, Director of Government Affairs, contact centers, and state administrators to expand in-state support for the National Problem Gambling Helpline.

· Answer help requests that come directly to NCPG through phone and email; support the NCPG Communications team with help requests that come to NCPG through social media.

· Oversee the Safety Net contract and relationship, ensuring effective communication, service alignment, and consistent quality in helpline coverage and referrals across represented states. Maintain the resource list for the Safety Net Contact Center.

· Develop and maintain quality assurance processes for the National Problem Gambling Helpline. Work with contact centers to resolve any quality issues that come to NCPG.

· Track and review budget activity, invoices, and expenditures related to the National Problem Gambling Helpline and Network.

· Keep up to date on problem gambling, mental health, crisis care, treatment, and recovery services and trends. Build and maintain connections with professionals and organizations across these related fields

Requirements:

· Minimum five years of experience working on an active helpline, including a combination of direct service and administrative work. Past participation in a helpline accreditation process is a plus.

· Understanding of addiction and the various types of help available to individuals and families impacted by problem gambling.

· Ability to travel for the NCPG Annual Conference (currently held in July), in early December for the winter staff retreat, and approximately two additional times per year for periods of 2–5 days each to represent the National Problem Gambling Helpline at partner events and conferences.

· Willingness to assist with setting up and staffing exhibits, tables, and related items at conferences and trade shows.

· Remote project and partnership management experience is required.

· Comfortable working in a team environment with remote coworkers and partners.

We offer an excellent benefits package, including paid vacation, personal and sick time, thirteen company-paid holidays, life, short and long-term disability coverage, a retirement plan with matching contributions, and health insurance with 100% employer-paid premiums for employees.