Rae Taddiken

About Rae Taddiken

Highly effective Operations Manager with 7+ years of experience leading high-performing teams to achieve organizational objectives, improving processes, and elevating output, quality, and customer satisfaction.

Experience

1. Manager, Helpline Operations

   Nami

   Feb 2022 — Present · Arlington, VA, US

   Manage day-to-day operations of helpline service program for the nation\'s largest grassroots mental health organization and ensure that program sets and meets service delivery and quality standards, including hiring, training, and managing a staff of 3-5 operations coordinators who supervise 20-24 helpline volunteers eachManage master schedule to a high degree of accuracy, including planning and calibrating staffing levels and coordinating schedules for a workforce of 325+ HelpLine Specialists per year Assist staff and volunteers with challenging, complex, and high-risk situations and collaborate with clinical team on the development of peer-informed mental health resources and materialsLeveraged a new forecasting tool to more effectively calibrate HelpLine staffing for improved service delivery in 2023, resulting in 8.5% improvement in average abandoned connection rate Key player in the successful, on-time launch of new helpline service for teens and young adults, including planning and overseeing technology testing, volunteer training, and volunteer scheduling on a compressed project scheduleNavigate serious HelpLine incidents involving imminent threats of serious physical harm or death to help seekers or others by leveraging strong crisis management skills, sound judgement, and the ability to remain calm under pressure Manage volunteer workforce communication channels, including weekly newsletter, multiple daily Slack posts, and daily standup meetings; serve as the primary source of accurate, timely information about procedures, protocols, and eventsRedesigned weekly volunteer workforce newsletter to significantly improve engagement and readability

Education

• Central Michigan University

  Bachelor of Science - BS, Cultural Anthropology

  2011 — 2014