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 Apply Now Apply Now