Team Leader - Hotlines

Summary:

Supervises a team of employees who receive incoming telephone calls involving domestic violence, rape, and other crimes that will, in some instances, require making quick decisions regarding the caller’s safety and well-being. The Team Leader has a key role in setting the standard for assessing human service needs via telephone using active listening, crisis intervention and/or suicide risk assessment skills. The Team Leader manages staff members who will normally elicit essential information from the caller including the problem (or complaint) determine the immediacy and type of response needed based on an initial risk assessment, and document critical aspects of the telephone call and actions taken on the agency’s database. This position assigns staff to perform their duties and responsibilities, and reviews their work for adherence to instructions, accuracy, completeness and conformance to accepted client-centered practices.

To ensure quality assurance performance standards and expectations are being successfully carried out in the Hotlines, this position will take a pro-active role to develop and implement action plans to address problematic trends, sustain progress and continuous improvement. The Team Leader provides oversight and supplemental spot-checking for data and documentation quality initiatives, while offering coaching and development to Client Advocate Specialists and Shift Coordinators to improve their ability to explore callers’ mental and emotional state of mind through client centered, empowering, and non-judgmental language.

Responsibilities:

• Learn and integrate a trauma-informed, client-centered approach, using an anti-oppressive lens, into your work with clients. Coach and guide staff in their client practice that reflects these approaches. Participate in the recruitment, hiring and onboarding of new staff.
• Supervises staff whose key role is to establish rapport with the caller and, through risk assessment skills acquired in Client-Centered Practice training, assist the caller to safety plan around the current situation. Staff may provide relevant information and referrals to resources that may assist the caller in maintaining their safety.
• Provide weekly individual supervision to a direct reports using a reflective supervision model and a trauma informed approach.
• Provide ad hock supervision and coaching to any advocate on shift as needed.
• Utilize hotline technology to assess staff overall productivity. Including the accuracy and timeliness of case records that document client interactions.
• Ensures smooth daily operation through shift monitoring and administration, including:
• Supporting staff to handle challenging calls and debriefing after challenging calls
• Supporting staff in handling calls through coaching
• Evaluating the quality of client experience on the hotline by examining abandonment rate,
• call volume, hold times, and answer time.
• Running and analyzing call forecasting reports to ensure staffing pattern is consistent to meet
• the call volume.
• Handling client calls during busy periods as needed, to CAS standard
• Handling calls from social service and criminal justice providers
• Handling client complaints, and escalating complaints to Hotlines Senior Director as needed.
• Monitoring staff attendance for shifts, training and staff meetings
• Documenting shift activities and issues
• Reviewing for accuracy and approving both e-time and funder timecards before designated deadlines.
• Reviewing and monitoring direct reports leave time accruals to ensure that vacation, holiday, and other time off requests are processed according to company policy.
• Acts as client risk specialist in managing clients who are at risk for suicide, and in supporting staff members who are responding to those clients’ needs
• Interviews prospective candidates for open positions and recommends hiring decisions in line with Safe Horizon’s hiring policies
• Communicates regularly with all staff to provide information and updates regarding program practice and operations
• Coordinates shelter intake and communicates daily to staff updated status and availability of shelter space derived from Shelter Occupancy and Referral System (SORTS) and/or Shelter staff, as well as troubleshoot shelter-related issues, to ensure seamless assignments of Hotlines clients into shelter spaces
• Establish and maintain clearly communicated consistent expectations of and goals for staff performance that focus on CCP standards (includes EPA goals) and document for employee file
• Assess and identify staff with performance issues. Collaborate with staff in the development of action plans to improve performance and document for employee file.
• Complete quarterly performance reviews that reflect feedback given in supervision, coaching, and quality assurance monitoring activities.

Qualifications:

Master’s degree in human services field ( e.g., counseling, psychology, social work or related field) with at least 1 year of supervisory experience preferred, or Bachelor’s degree in human services field with at least 3 years of supervisory experience.

2+ years of public contact experience (e.g., call center environment), preferably working with crime victims, dealing with individual problems and applying policies, procedures, and/or guidelines. Telephone counseling experience desirable.

A combination of appropriate education and experience working with crime victims may be substituted for the minimum education and experience requirements.

Required Knowledge, Skills, and Abilities:

Knowledge:

• Familiar with trauma and intimate partner violence and the prevention, treatment and recovery processes for victims
• Recognize the social, economic, familial and cultural contexts that affect victim’s lives
• Familiarity with human behavior and of causal factors underlying family breakdown;
• Familiarity with laws, regulations and practices pertaining to public welfare programs and ways in which these resources could be made available to people in need of them.

Skills:

• Ability to model, coach, motivate client facing staff
• Ability to use a trauma informed approach to addressing client, and or staff escalations
• Ability to assess and respond to an emergency/crisis and notify other parties when necessary
• Requires sound judgment and action in life-threatening situations
• Computer skills, including proficiency in MS Excel, Word, Outlook; and the Internet
• Proficiency with ACD / call center telecommunications technology and operations
• Ability to communicate effectively both orally and in writing;
• Ability to plan and organize work to achieve program objectives efficiently and effectively

Attitudes/Attributes:

• Respect and empathy for victims with a genuine desire and willingness to help people in need
• Recognition and belief in the empowerment of crime victims, and those that have been systematically oppressed.
• Sensitivity to gender-related issues and/or cultural background of clients
• Commitment to maintaining high levels of skills and performance
• Ability to maintain confidentiality

If hired, I agree to abide by all of Safe Horizon’s rules and regulations, and understand that, if employed, my employment may be terminated with or without cause, and with or without notice, at any time, at the option of either the company or me. I further understand that no representation, whether oral or written by any representative or agent of the organization, at any time, constitutes a contract of employment.

AmeriCorps, Peace Corps and other national service alumni are encouraged to apply.

This position is remote.

Technology Statement:

Applicants may be responsible for providing the equipment and tools they need to work remotely as required, such as access to a computer, internet service, and phone service. Safe Horizon will discuss potential solutions with candidates and may assist where needed and agreed to in advance.

Please follow this link to view complete EEO Law and complaint filing information:

https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf