Hotline Services Manager - Bay Area Turning Point Inc.
Webster, TX 77598
About the Job
Job Title: Hotline Services Manager | FLSA Status: Exempt |
Department: Client Services Program | Reports to: Program Director |
Effective Date: | Pay Rate: $50,000 year $24.04 hour |
Position Overview
HOURS: 40-45 Hours weekly minimumor as necessary to achieve program objectives, tasks, activities, and responsibilities and to effectively document outcome measures and variances.
SUMMARY DESCRIPTION OF POSITION:Manage the overall operations of BATP’s 24-hour crisis hotline. Directly supervise hotline staff, volunteers, and interns. Responsible for daily hotline scheduling, prescreen coordination, quality control, technical assistance, evaluation of BATP’s hotline systems and technology needs, mentoring and training hotline staff, and performance evaluations. Provide hotline coverage as needed. Collaborate with supervisors to implement proper screening and distribution of intakes. Ensure compliance with BATP’s case priorities and required documentation. Manage referrals, including the regular update of referral lists.
ESSENTIAL FUNCTIONS:
- Provide direct supervision to the hotline department- 2-Hotline Specialists, Volunteers, and Interns to include ensuring coverage of the Crisis Hotline.
- Assist with answering the 24-Hour Crisis Hotline, provide information and referral, safe shelter options, and other appropriate options to victims, and provide hotline coverage as needed.
- Manage walk-ins and ensures timely and appropriate assistance.
- Regularly review hotline call data and implement system improvements as needed.
- Provide and oversee training of agency representatives answering the 24-Hour Crisis Hotline
- Assist with maintaining agency resource Rolodex to include updating and circulating resources to staff and clients as deemed appropriate.
- Provide direct advocacy, assistance, and follow-up to victims/secondary victims of domestic violence and/or sexual violence.
- Maintain client confidentiality and client records according to the compliance requirements of BATP and its funding sources.
- Assist with establishing positive, collaborative working relationships with community organizations and stakeholders.
- Participate in coalitions and collaborations to address domestic and sexual violence.
- Facilitate professional training, outreach, and education workshops to engage and educate community members on domestic and sexual violence.
- Assist with facilitating groups, educational classes, and or workshops for clients.
- Adherence to BATP Confidentiality Policy and the Agency’s Mission Statement of Philosophy.
- Serve within the on-call rotation schedule to provide accompaniments to the police, hospitals, and courts.
- Know grant objectives and goals and prepare reports as requested.
- Other duties as assigned.
EDUCATION/OTHER SKILLS/ABILITIES/REQUIREMENTS
- Previous management experience.
- 4-year degree with a minimum of 2 years related experience or 6 years experience.
- Communicate openly and clearly, orally and in writing, modeling leadership and teamwork; make logical decisions that reflect the agency’s philosophy.
- Ability to lift/carry/move a minimum of 40 lbs for an extended distance.
- Ability to work independently with little to no supervision.
- Ability to be on location to on-call status areas within 45 minutes.
- Must have a clean driving record and be insurable; Must have at least two years of verifiable driving experience.
- Must provide proof of personal automobile insurance coverage as insurance renews
I have read and understand the essential job functions outlined in the above job description for Bay Area Turning Point.
Bay Area Turning Point (BATP) believes that equal opportunity for all employees is important for the continuing success of our organization. In accordance with state and federal law, BATP will not discriminate against an employee or applicant for employment because of race, disability, color, creed, religion, sex, age, national origin, ancestry, citizenship, veteran status, or non-job related factors in hiring, promotion, demotion, training, benefits, transfers, layoffs, terminations, recommendations, rates of pay or other forms of compensation. Opportunity is provided to all employees based on qualifications and job requirements.
NOTE: It is the policy of BATP not to hire applicants who have received services from our agency within the previous 12 month period.
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