Hotline & Crisis Intervention Services Coordinator

About the position

Responsibilities

• Evaluates and oversees operation of daytime and evening domestic violence and rape crisis hotlines, live chat, and hospital accompaniment services.
• Monitors and manages call distribution for hotline call center systems to reduce wait times and create improved accessibility to callers.
• Identifies call center system workflow opportunities and makes recommendations to program Managers and Director as needed.
• Responsible for all technical functions of hotline call center such as phone system, database, phones, technology, and equipment
• Provides direct supervision of evening Crisis Hotline Counselor and Crisis Chat counselors and provides support and supervision as needed to daytime hotline team.
• Provides administrative support to program Director as needed.
• Works in partnership with Quality Assurance team to monitor program outcomes and create strategies to improve program performance and/or create new initiatives. Responsibilities include maintaining accurate client records and ensuring program deadlines are met. Periodically review/audit client records and work with program Director to maintain compliance with all grant performance target and reporting requirements.
• Complete on-the-job training and coaching with new staff members.
• Provides crisis intervention and emotional support to survivors of domestic violence and sexual assault through our two 24-hour hospital accompaniment programs and crisis hotlines. Conducts dangers assessment and safety planning as needed. Coordinates shelter placement within our shelter and other area shelters
• Case manages Hotline, Chat and Hospital Accompaniment clients that require complex services over several shifts as needed.
• Communicates with HAWC programs and departments to facilitate and coordinate client services.
• Conducts bi-weekly meetings with evening staff.
• Serves as on-call supervisor as needed to attend to situations that may arise after hours.
• Trained as a HHSC/TANF domestic violence expert to grant a Good Cause recommendation and Address Confidentiality
• Make CPS and APS reports as required and needed. Mandatory Reporting: report suspected and prior abuse/neglect to either Child Protective services or Adult Protective services when appropriate.
• Other duties as assigned.

Requirements

• Bachelor’s degree in psychology, social work, sociology, criminal justice, business communications, or other social sciences.
• Bilingual in both English and Spanish. Able to read, speak and write fluently in both languages.
• A minimum of two years of experience working within a call center or hotline setting with vulnerable populations from a diverse background.
• A minimum of two years of experience leading a team with direct reports.
• A minimum of two years of experience working with people in crisis or experience working as a counselor.
• Intermediate proficiency with Microsoft Office, TEAMS, SharePoint, and internal database programs
• Computer savvy able to learn new systems and applications quickly.
• Superior writing abilities and attention to detail.
• Exceptional service-oriented attitude, work ethic, and growth mindset.
• Sound and consistent critical thinking.
• Strong Emotional intelligence.
• Strong and savvy judgment and decision-making to ensure all resources, competing priorities, and department responsibilities are managed effectively and efficiently.
• Excellent verbal and business communication and presentation skills.
• Proven interpersonal skills with a willingness and desire to work with people from diverse ethnic, socioeconomic, and religious backgrounds.
• Demonstrated ability to think strategically and work collaboratively.
• Demonstrated ability to be a team player and work productively with others in a dynamic, fast-paced, deadline-oriented environment.

Benefits

• Medical, Dental, Vision, Life and Disability Insurance Programs
• Generous Paid Time Off- 11 paid holidays per year, up to 3 personal holidays per year, 15 paid Vacation days per year, Approx 7 hours per month of accrued Sick days
• 401K the agency matches 125% of employee contributions up to 4% of the annual salary of a full-time employee.
• Company paid Life Insurance
• Company paid Long Term Disability
• Employee Assistance Program

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