Job description

Position Summary: The Hotline Manager will hire employees and assist in the training process, ensuring that every hotline employee is well prepared for their calls. They will continue to support hotline employees after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. Supports the hotline staff in taking hotline calls.
Alternating work schedule for Hotline Manager:
1st week: M-F 11am-7pm
2nd week: T-F 11am-7pm Saturday 9am-5pm
3rd week: M-F 11am-7pm
4th week: T-F 11am-7pm, Saturday 9am-5pm
5th week: M-F 11am-7pm
Key Responsibilities:

• Directly oversees and manages the Hotline Counselors and PRN staff. Includes training, coaching employees; assigns and directs work; appraises performance; rewards and disciplines employees together with the Program Director, Residential Services and Human Resources.
• Oversees and ensures staff complies with ethical standards and quality of service.
• Trains new staff, volunteers and interns as assigned; provides resources, coaching and training to staff so they can better support clients.
• Maintains the shelters staff schedule and coordinates shift coverage for 24/7 coverage.
• Monitors the quality of hotline calls ensuring the highest level of customer services was offered; provides guidance and support for hotline employee questions regarding best practices or difficult calls.
• Provides on call coverage in rotation with Residential program Directors and managers. Monitors and ensures all statistical information is entered into the "Clients First" data base system, are accurate, and are submitted in a timely manner.
• Monitors and evaluates hotline counselors performance, providing learn or coaching opportunities, and taking corrective action as necessary.
• Counsels employees as needed; addresses conflicts between employees.
• Attends staff meetings, case conference, and training sessions as required.
• Monitors and ensures all duties are completed by the end of each shift.
• Develops, revises and implements operating policies and procedures, forms and guidelines for hotline and shelter services in conjunction with the Program Director, Residential Services. Ensures staff and participants adhere to policies and procedures.
• Develops and manages quality assurance plan for Hotline Counselors services. Identifies operational issues and implements improvements
• May work various shifts on various days of the week, as needed. Occasional duties or projects which may be performed at irregular intervals.
• Accountability: Areas in which the position is accountable/responsible: Customer Service: Maintains participant satisfaction and quality of services. Records: Ensures client files are kept up to date professionally and within agency standards.
• Safety: Assists in maintaining participant safety and the safety of the employees. Quality Control: Responsible for ensuring staff provides quality services to participants.
• Control of Costs: Ensures services are of the highest quality at the minimum cost.
• Budgets: Maintains expenditures to ensure they are within the department's budget.
• Maintains regular contact with all shelter staff that impacts the daily operations of the emergency shelter. Maintains regular contact with participants and staff members and other supervisors in the course of providing quality services. Has contact with vendors, contractors, service providers, and community partners.

Supportive Responsibilities:

• Provides crisis telephone counseling, establishes rapport and assesses level of client risk and as well as providing mental and emotional state of mind by active listening, comforting words and positive problem solving.
• Provides referral services to individuals calling the hotline and provides a safety plan when clients are not able to stay at the campus.
• Assures that client records and forms are accurate and current; assists in providing statistical information as required.
• Maintains appropriate professional boundaries with clients and staff.
• Attends required staff meetings and in-service training sessions.
• Assists with training of new staff, interns and volunteers who answer the hotline.
• Responds appropriately to emergency situations.

Other Duties: Performs other job-related duties as assigned.
Requirements: Bachelor’s Degree from an accredited university in social work, mental health or related field OR an Associate Degree with the required knowledge, skills, abilities and work experience in domestic violence and sexual assault. One to three years supervising staff, volunteers or interns.
Knowledge and Skills and Abilities:

• Proficiency with technology, especially computers, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
• Knowledge and experience working with victims of domestic violence.
• Ability to prioritize and self motivate to accomplish job goals.
• Ability to perform work efficiently and effectively under stressful situations.
• Excellent leadership, organizational, interpersonal, and communication skills (written and oral) are required.
• Ability to build strong teams to meet performance goals.
• Able to manage multiple projects; able to determine project urgency in a practical way.

Mental and Physical Abilities: Duties are usually performed seated with occasional periods of standing or walking. Limited physical effort is required associated with lifting and carrying objects (less than 25 lbs).
Working Conditions: Work may be performed but is not limited to an office environment. Ability to work some weekends and evening hours for special projects.
Essential Functions: This job description should not be interpreted as all-inclusive. It is intended to identify the essential functions and requirements of this position. The incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this job description.

Job Type: Full-time

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