National Council on Problem Gambling

Operations

• 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.

Helpline Operations Coordinator