Helpline Operations Coordinator

Description

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 problem gambling.

About the Role

The National Council on Problem Gambling is looking for a detail-oriented, operationally sharp coordinator to keep the National Problem Gambling Helpline running smoothly behind the scenes. This is a remote, non-supervisory position built for someone who thrives on ensuring that the moving parts that make a national crisis network function day in and day out.

This is the operational backbone for the Helpline team, handling everything from technical system checks and data tracking to meeting logistics and vendor administration. 

This is a fully remote position, reporting to the Manager, Helpline Network and Programs.

  What You'll Do

• Helpline Systems — 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 any anomalies.
• Data & Reporting — Collect, compile, and format helpline and contact center performance data for leadership and analyst review. Follow up on outstanding or incomplete submissions and maintain state-level data for dashboard updates.
• Network & Directory Maintenance — Keep contact center directories, distribution lists, MOU tracking, liability insurance certificates, and required reports current. Follow up on outstanding documentation and file signed materials.
• Standards & Quality Support — Maintain the compliance database, compile quality assurance data for Manager review, track remediation action items to completion, and schedule accreditation check-ins with materials circulated in advance.
• Training & Resource Administration — Manage system training access for contact center staff. Track enrollment and completion rates, coordinate scheduling and registration, and administer network funding applications (including stipends) from submission through Finance routing.
• Accessibility  Coordination — Coordinate language and accessibility services for the network, track usage, and route service issues to the appropriate vendor or Manager.
• Vendor & Invoice Tracking — Monitor contract renewal timelines, reconcile invoices against contracts, and maintain vendor records for Manager review.
• Meeting Administration — Own the annual meeting calendar. Manage invitations, platforms, registration, and attendance for network meetings and committees. Prepare agendas, capture notes, and track action items.
• Inbox & Triage — Serve as first responder for the helpline inbox and Feedback Loop. Handle routine requests with approved language; route complex or sensitive items to the Manager.
• General Administrative Support — 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 (currently held mid to late July), 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.

Preferred (Suggested) Qualifications:

• 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.

Physical Requirements:

• 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.

National Council on Problem Gambling is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.