Helpline Operations Coordinator
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Job Description
Helpline operations coordinator keeping NCPG’s national problem-gambling crisis network running smoothly. Managing systems, data, vendors, meetings, compliance, and accessibility administration.
Responsibilities:
- Support daily operation of telephony, text, and chat systems.
- Submit and track technical support tickets, log incidents, and escalate unresolved issues.
- Run scheduled routing and warm-transfer tests and report anomalies.
- Collect, compile, and format helpline and contact center performance data.
- Follow up on outstanding submissions and maintain state-level data for dashboard updates.
- Maintain contact center directories, distribution lists, MOU tracking, liability insurance certificates, and required reports.
- Maintain the compliance database and compile quality assurance data.
- Track remediation action items and schedule accreditation check-ins.
- Manage system training access, enrollment, completion rates, scheduling, and registration.
- Administer network funding applications, including stipends, through Finance routing.
- Coordinate language and accessibility services and route service issues.
- Monitor contract renewal timelines, reconcile invoices against contracts, and maintain vendor records.
- Own the annual meeting calendar and manage invitations, platforms, registration, and attendance.
- Prepare agendas, capture notes, and track action items.
- Serve as first responder for the helpline inbox and Feedback Loop, handling routine requests and routing complex items.
- Maintain operational files, templates, trackers, and shared folders in audit-ready condition.
- Provide additional support to the Helpline team and NCPG projects as needed.
Requirements:
- Minimum of two to three years of administrative, operations, or project-support experience, preferably in a nonprofit environment.
- At least two years of experience working in a remote or distributed environment.
- Strong organizational skills and exceptional attention to detail, with a track record of maintaining databases and tracking systems with high accuracy.
- Proficiency in digital meeting platforms, database management, and basic vendor invoicing processes.
- Comfort supporting helpline or contact-center technologies (telephony, text, and chat systems) and coordinating with technical vendors.
- Ability to work independently, follow established workflows, and manage priorities within a part-time schedule.
- Prompt and efficient response to requests, communications, and time-sensitive situations.
- Ability to travel for the NCPG Annual Conference, the early December winter staff retreat, and additional conference events as needed.
- Willingness to assist with setting up, packing, and staffing exhibit tables at events.
- Experience 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).
- Familiarity with compliance tracking, accreditation documentation, or grant/stipend processing.
- Experience coordinating recurring meetings, committees, or stakeholder communications.
- Understanding of problem gambling, behavioral health, or crisis services.
- Prolonged periods of working on a computer.
- Must be able to travel.
- Physical efforts including standing, pushing, and lifting up to 35 pounds for work at conferences and exhibition events.
Benefits:
- Paid vacation
- Paid sick leave
- Medical coverage
- Dental coverage
- Vision coverage
- Life coverage
- Disability coverage
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