Supervisor Hotline

Supervises and provides direct support to Hotline Counselors.

MAJOR RESPONSIBILITIES & DUTIES:

Oversees and supports safe and effective provision of services

• Requires employees to adhere to policies related to safety and boundaries with service recipients.

• Attends safety and abuse risk management training as assigned.

• Provides employees with on-going supervision and education related to safety and abuse risk.

• Responds quickly and confidentially to reports of suspicious or inappropriate behavior.

• Follows mandated abuse reporting requirements.

Supervises and provides support

• Supervises and provides direct support to Hotline Counselors.

• Assists with the hiring of staff.

• Trains, supervises and evaluates staff.

• Ensures adequate shift coverage.

• Monitors call handling performance and reviews performance with staff; provides coaching.

• Responds to consumer contacts including calls, emails, and chats, during peak periods of understaffing or high volume.

• Assists with the creation and development and implementation of recognition and incentive programs to improve morale, customer service, performance, and employee retention.

• Monitors and assesses morale of work groups and communicates updates to senior management.

• Assists in developing training curriculum, policies, and procedures including reporting guidelines and risk assessments, updates guidelines for handling calls and web contacts.

• Assists with the development, support and maintenance of Web based activities.

• Coordinates special assignments or projects.

• Coordinates quality assurance measures and reports to assure the highest possible call handling quality to callers.

• Communicates directly with internal staff and external clients and organizations to resolve concerns, measure satisfaction, and follow up on suggestions.

• Serves as a backup for on call response as needed.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to demonstrate strong crisis counseling, problem solving, and crisis intervention skills.

• Knowledge of regulatory requirements pertaining to crisis care and of hotline counseling techniques and best practices.

• Computer skills in Microsoft Office, including PowerPoint, Excel, and Word.

• Ability to communicate with individuals in an articulate, professional manner while maintaining necessary degree of confidentiality.

• Ability to successfully lead a team of associates.

• Ability to adapt responses to situations while maintaining procedural and regulatory integrity.

• Strong knowledge of the Boys Town Model.

REQUIRED QUALIFICATIONS:

• Bachelor's degree or equivalent combination or education and experience required.

• Minimum of 2 years of experience including crisis intervention preferably in a call center setting required.

• Ability to work flexible hours to facilitate employee supervision required.

• On-call (continuously or rotationally) to provide 24/7 support as required.

PREFERRED QUALIFICATIONS:

• Bachelor's degree in a Human Services or Social Services field preferred.

• Supervisory experience preferred.

• Other Duties: This job description incorporates the essential functions and duties required for this position. However, other duties may be required and assigned at times and as determined by a supervisor in order to meet the needs of the organization.

• Serves as a role model in carrying out activities and behaviors that reflect the values and principles of the Boys Town mission.

PHYSICAL REQUIREMENTS, EQUIPMENT USAGE, WORK ENVIRONMENT:

• Position is relatively sedentary in a normal office administrative environment involving minimum exposure to physical risks.  Will use office equipment such as a computer/laptop, monitor, keyboard, and a general workstation set-up.

Care and respect for others is more than a commitment at Boys Town – it is the foundation of who we are and what we do.

At Boys Town, we cultivate a culture of belonging for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.