Hotline Resource Team Supervisor

Overview:

 

 

Job Description Summary:

 

Leads and coordinates hotline resource team to provide timely and accurate support to callers in need of assistance.

 

Job Description:

 

Essential Functions:

• Manages the daily operations of the hotline resource team.
• Ensures that team members adhere to established protocols and guidelines.
• Monitors team performance and provides feedback for improvement.
• Coordinates training sessions for new team members.
• Handles escalated calls or issues that team members are unable to resolve.
• Collaborates with other departments to optimize hotline services.

Education Requirement:

• Two years of college, or equivalent education and experience, required. 
• Bachelor's Degree in Social Work, preferred.

Skills:

• Effective verbal and written communication, interpersonal, and documentation skills.
• Working knowledge of relevant community resources and services. 
• Effective problem-solving and conflict management skills.
• Ability to quickly assess and prioritize information received.
• Flexibility and ability to manage multiple demands in a fast-paced environment.

Experience:

• One year of experience providing intake or crisis services, preferred.
• Relational database experience, preferred.

Physical Requirements:

OCCASIONALLY: Bend/twist, Climb stairs/ladder, Flexing/extending of neck, Lifting / Carrying: 0-10 lbs, Lifting / Carrying: 11-20 lbs, Lifting / Carrying: 21-40 lbs, Pushing / Pulling: 0-25 lbs, Pushing / Pulling: 26-40 lbs, Reaching above shoulder, Squat/kneel, Standing, Walking

FREQUENTLY: Hand use: grasping, gripping, turning, Repetitive hand/arm use

CONTINUOUSLY: Audible speech, Color vision, Computer skills, Decision Making, Depth perception, Hearing acuity, Interpreting Data, Peripheral vision, Problem solving, Seeing – Far/near, Sitting

 

 

"The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individuals so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under their supervision. EOE M/F/Disability/Vet"