Supervises a team of employees who receive incoming telephone calls involving domestic violence, child abuse, etc. that will, in some instances, require making quick decisions regarding the caller’s safety and well being. The Supervisor 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 Supervisor 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.
*Work schedule for this position is Sun- Thurs, late afternoon – evening*
- Supervises staff whose key role is to establish rapport with the caller/client and, through counseling skills acquired in Client-Centered Practice training, assist the caller/client to cope with the current situation and may provide appropriate information and referrals to other resources and services.
- Ensures smooth daily operation through shift monitoring and administration, including:
- Provides crisis counseling to callers, when appropriate
- 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
- Responsible for ensuring accuracy and timeliness of case records that documents services or referrals provided to callers
- Prepares, analyzes, and interprets ACD reports to measure Hotlines performance
- Interviews prospective candidates for open positions and recommends hiring decisions in line with Safe Horizon’s hiring policies
- Communicates regularly with all direct reports 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
- Schedules staff to ensure appropriate staff coverage
- Provides coaching, guidance and supervision to direct reports to support their professional development and SARM skills and facilitate peer support
- Establish and maintain clearly communicated consistent expectations of and goals for staff performance that focus on SARM standards (includes PRS goals) and document for employee file
- Collaborate with staff in the development of action plans to improve performance and document for employee file
- Complete mid point and annual performance reviews that reflect feedback given in supervision, coaching, and quality assurance monitoring activities
- To foster quality assurance, assesses whether staff performance meets standards through evaluation of data and documentation and call coaching.
- Demonstrated knowledge of domestic violence and victimization issues.
- Familiarity with human behavior and of causal factors underlying family breakdown;
- Familiarity with laws, regulations and practices pertaining to public welfare programs.
- Sensitivity to gender-related issues and/or cultural background of clients
- Strong crisis management skills and ability to handle emergency situations.
- Demonstrated skills in crisis intervention, conflict resolution, and negotiation.
- Strong communication and organizational skills.
- Ability to effectively communication with internal and external audiences.
- Computer literacy and analytical skills
- Leadership ability and willingness to work with a team approach.
- Ability to communicate effectively both orally and in writing;
- Excellent organization skills
- Master’s degree in human services field (e.g., counseling, psychology, social work or related field) with at least 1 year of supervisory experience in a social services is required or Bachelor’s degree in human services field with at least 3 years of supervisory experience in a social services.
- Previous experience working with crime victims is essential.
- Telephone counseling experience a plus
- Microsoft Office proficiency required
- Experience using a report builder software a plus
- Proficiency with ACD/call center telecommunications technology and operations desirable
- Excellent interpersonal and presentation skills are essential
All prospective job candidates must meet screening requirements, which may include a background check, credit check, finger printing and State Central Registry clearance.
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
Safe Horizon is committed to providing equal employment opportunity to all qualified individuals and endeavors to hire individuals of diverse races, colors, creeds, ethnicities, religions, genders, gender identities or expressions, ages, sexes, sexual orientations, national origins, and disabilities, as well citizen, marital, protected veteran and HIV statuses.