Job Description

About The Rapid Response Hotline

Our rapid response hotline is a critical frontline response system rooted in community defense, care, and collective action. It exists because our communities show up for one another—meeting urgent needs in real time and building the infrastructure to respond with dignity, accuracy, and trust.

Job Overview

The Rapid Response Organizer is responsible for leading and strengthening our statewide rapid response operations, with a primary focus on volunteer coordination, training, and support.

This position sits at the intersection of rapid response, community care, and systems-building. Approximately 60% of this role is dedicated to hotline leadership , ensuring volunteers are supported, prepared, and equipped to respond to urgent and sensitive situations. The remaining time supports strengthening systems, communications, and broader network rapid response priorities.

Key Responsibilities

Hotline Leadership & Volunteer Development (60%)

In this role, you will:

• Manage and support a network of 100+ volunteer hotline operators across Massachusetts
• Build strong relationships with volunteers through consistent 1:1 check-ins, coaching, and mentorship
• Lead onboarding and training processes to ensure volunteers are prepared to navigate urgent and sensitive situations
• Provide real-time support and debriefing for volunteers, particularly after complex or high-stress calls
• Develop and implement systems for volunteer accountability, engagement, and retention
• Coordinate scheduling and coverage to maintain consistent and reliable hotline operations
• Identify trends, challenges, and gaps in hotline activity and proactively implement improvements

Operations & Systems Management (25%)

In this role, you will:

• Oversee day-to-day hotline operations, ensuring smooth communication across statewide, regional, and local teams
• Maintain and improve systems for call management, internal coordination, and data tracking
• Monitor hotline metrics and performance indicators to inform strategic improvements
• Strengthen workflows to ensure accurate, timely information sharing across multilingual teams

Network Support & Cross-Team Collaboration (15%)

In this role, working across the network looks like:

• Supporting communications, outreach, and storytelling efforts connected to hotline work
• Collaborating with staff and partners across the network to align hotline operations with broader priorities
• Stepping into additional support roles during high-volume or urgent response moments
• Contributing to network-wide strategy, particularly as it relates to rapid response and community support systems
• Practicing accountability and contributing to a culture of care, feedback, and continuous growth

Qualifications and Experience

• Experience managing volunteers or teams, ideally in rapid response, crisis response, or community-based settings
• Multilingual skills strongly preferred (Spanish, Portuguese, or Haitian Creole; additional languages a plus)
• Demonstrated ability to build and sustain relationships through coaching, mentorship, and 1:1 support
• Experience developing and facilitating trainings and onboarding processes
• Ability to navigate high-pressure, emotionally demanding situations with calm and clarity
• Strong organizational and problem-solving skills, with the ability to manage multiple priorities simultaneously
• Experience working with technology platforms for communication, scheduling, and workflow management
• Demonstrated commitment to community-based work and supporting historically excluded communities
• Ability to translate big-picture goals into clear, actionable systems and processes
• Flexibility to support operations outside traditional hours, including evenings and weekends as needed
• Resilient, adaptable, and able to maintain composure under pressure

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