Helpline Operations Coordinator

Job not on LinkedIn

🔥 1 minute ago

☕ Washington – Remote

☕ Washington – Remote

💵 $55k - $60k / year

⏱ Part Time

🟢 Junior

🟡 Mid-level

⚙️ Operations

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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National Council on Problem Gambling

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1972

🤝 Non-profit

🌍 Social Impact

Non-profit • Social Impact

National Council on Problem Gambling is a U. S. -based nonprofit organization focused on addressing gambling-related harm. It provides resources, advocacy, public education, and support for individuals, families, and stakeholders affected by problem gambling, and works to connect people to treatment and prevention services and to influence policy and best practices.

📋 Description

• 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