The PT Manager of Hotline Services (MHS) is a member of the National Domestic Violence Hotline (NDVH) Program Team.
Under the supervision of the Director of Operations, the PT MHS provides leadership, direction and support to a team of Hotline Advocates and is responsible for the supervision of the day to day operations and the delivery of quality of services on the Hotline.
The PT MHS schedule is Sunday – Wednesday, 1:00 am – 6:00 am, but due to NDVH's 24/7, 365 days per year operation, hours may exceed 20 hours per week and require adjustments in work hours and may include nights, weekends, and holidays.
DUTIES & RESPONSIBILITIES
Responsible for scheduling, supervising and coaching Hotline Advocates to provide quality service and cover telephone lines 24 hours per day, 365 days per year, including weekends and holidays, and posting of schedule weekly.
Oversees the accuracy of all employee changes, status records, timesheets, etc.
Holds regular supervisory meetings and conducts at least one formal job performance evaluation per year with each Hotline Advocate on the team.
Participates weekly in Managers of Hotline Services meeting.
Provides initial orientation and on-going training for Hotline Advocates.
Role models of standards of conduct and workplace success factors.
Prepare and maintain documents and reports as required.
Review and process required correspondence in a timely manner, including mail, e-mail and FYI's.
Provide Hotline Advocates with current information, tools and guidance.
Compiles, analyzes, designs computer generated statistical reports and telephone data reports that show calls answered, abandonment rates and statistical averages and submits to Hotline Program team.
Provides any additional reports requested by the Hotline Program Team or Director.
Responds to incoming calls during peak call periods.
Provides Hotline Advocates with onsite assistance for difficult calls.
Handles unresolved problems between service providers and NDVH callers.
Develops and presents training materials.
Participates in personnel actions.
Coordinates with the Hotline Program Team on program needs and goals.
Apply NCFV personnel policies and procedures and all state and federal laws that pertain to the workplace.
This description only includes essential functions of the job and does not imply that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow and any other job-related instruction and to perform any other job-related duties requested by his or her supervisor or management.
JOB REQUIREMENTS & RESPONSIBILITIES
Bachelor's degree in Human Services, Social Work or other closely related field.
Degree can be substituted with a total of four years (in any combination) college and/or equivalent work experience. This experience cannot be concurrent with the Experiential Requirements.
Three years of experience in direct services to victims of domestic violence or similar human services program. At least two years must be in a domestic violence or sexual assault program.
One year of supervisory experience.
Fluency in conversational Spanish is required for 1/3 of Hotline/Advocate Supervisor positions.
Volunteer experience may count as work experience.
Ability to manage time and complete multiple activities.
Demonstrated ability to manage high stress situations.
Ability and willingness to work as a team member, providing support and constructive feedback in interpersonal interaction.
Commitment to feminist and nonviolent perspective and behavior and willingness to work in such an environment.
Demonstrates initiative and the ability to be flexible and creative.
Ability to work with people from a variety of backgrounds and experiences.
Ability to respond with empathy and support to victims in crisis situations and with sensitivity and awareness to diverse cultural, ethnic and social backgrounds, values, attitudes and languages.
Commitment to the concept of local, community, volunteer-based deliver of human services by domestic violence shelters.
Understanding of an empowerment-based advocacy model of services.
Commitment to NDVH program philosophy.
Working knowledge of Windows Operating Systems and Microsoft Office applications
Recognition of the dynamics of domestic violence and societal factors that contribute to the continuation of violence against women and children.
Knowledge of the history of the battered women's movement in Texas and the U.S.
Ability to read, write and converse in English; Spanish required.
Availability to travel overnight occasionally.
Must have emotional and physical stamina to tolerate prolonged sitting or standing to deal with a variety of stressful situations, including responses to complaints, difficult requests from programs and individuals in crisis, and internal and external interactions, to effectively work long and at times odd hours, while maintaining a sense of humor.
Works in a normal office environment, except while traveling, with minimum exposure to dust, noise, or temperature extremes. Requires bending, stooping, lifting and carrying objects up to 25 pounds, with or without accommodations.
The above statements are intended to describe the general nature and minimum level of work being performed. They are not intended to be construed as exhaustive of all duties, responsibilities and skills required for the position. The employee will be required to perform any other job-related duties as required by the job objectives, the president, vice president and mission and philosophy of NDVH. This description does not modify any employee's at-will-status and is not a contract for continued employment of any duration.
HOW TO APPLY
Please click on Download Application at http://www.thehotline.org/jobs/ and complete the application in its entirety. Please email the completed application along with a copy of your resume to firstname.lastname@example.org or fax to 512.306.9887. A resume without an application will not be accepted.