Team Leader - Hotlines - Remote

About the role

The Team Leader supervises a team of employees who receive incoming telephone calls involving domestic violence, rape, and other crimes. The role involves making quick decisions regarding the caller’s safety and well-being, setting the standard for assessing human service needs via telephone, and managing staff to ensure quality assurance performance standards.

Responsibilities

• Supervise a team of Client Advocate Specialists and Shift Coordinators
• Assign staff to perform their duties and responsibilities
• Review staff work for adherence to instructions, accuracy, completeness, and conformance to accepted client-centered practices
• Develop and implement action plans to address problematic trends, sustain progress, and continuous improvement
• Take a pro-active role in developing and implementing action plans to address problematic trends, sustain progress, and continuous improvement
• Provide weekly individual supervision to a direct report using a reflective supervision model and a trauma informed approach
• Provide ad hoc supervision and coaching to any advocate on shift as needed
• Utilize hotline technology to assess staff overall productivity
• Evaluate the quality of client experience on the hotline by examining abandonment rate, call volume, hold times, and answer time
• Run and analyze call forecasting reports to ensure staffing pattern is consistent to meet the call volume
• Handle client calls during busy periods as needed
• Handle calls from social service and criminal justice providers
• Handle client complaints, and escalate complaints to Hotlines Senior Director as needed
• Monitor staff attendance for shifts, training, and staff meetings
• Document shift activities and issues
• Review and monitor direct reports' leave time accruals to ensure that vacation, holiday, and other time off requests are processed according to company policy
• Act 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
• Interview prospective candidates for open positions and recommend hiring decisions in line with Safe Horizon’s hiring policies
• Communicate regularly with all staff to provide information and updates regarding program practice and operations
• Coordinate shelter intake and communicate daily to staff updated status and availability of shelter space derived from SORTS and/or Shelter staff, as well as troubleshoot shelter-related issues, to ensure seamless assignments of Hotlines clients into shelter spaces
• Absorb and maintain clearly communicated consistent expectations of and goals for staff performance that focus on CCP standards (includes EPA goals)
• Absorb 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

Skills

• 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
• 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
• 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

Pay

TBD

Schedule

TBD

Benefits

N/A

Technology

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.

Equal Opportunity Employer

This position is remote. AmeriCorps, Peace Corps and other national service alumni are encouraged to apply. Safe Horizon is an Equal Opportunity Employer.

Compliance

Please follow this link to view complete EEO Law and complaint filing information: https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_self_print_poster.pdf