Job Details
Job Location
3077 EL CAMINO ST – HOUSTON, TX
Position Type
Full Time
Education Level
4 Year Degree
Travel Percentage
Up to 25%
Job Category
Nonprofit – Social Services
Description
Being the Senior Manager of Hotline & Crisis Intervention Services, provides supervision and leadership to the overnight Hotline, Chat Services, and Hospital Accompaniment team. This position is responsible for overseeing all program functions and client services including crisis intervention and emotional support to survivors of domestic and sexual violence through our 24-hour Crisis Hotline, Chat Services and Hospital Accompaniment Programs. In this role you will manage on-going and complex client cases and oversees delivery of client services.
Your Schedule:
- Full Time
- Monday – Friday 9:00 a.m.-6:00 p.m.
- Availability to work or be on-call as needed
- Work Model: hybrid
- Local Travel:25%
Our Total Compensation Package:
- Starting Salary Range: $72,000
- Pay schedule bi-monthly
- Medical, Dental, Vision, Life and Disability Insurance Programs
- Generous Paid time Off- 11 paid holidays per year, 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
Imagine a place where your talent can make a meaningful difference in people’s lives. Working at Houston Area Women’s center gives you a rewarding experience in which our diverse team of employees work together as part of the empowerment of a survivor’s life and at the same time part of a much larger mission. We are committed to doing the work and challenging each other to be an organization in which everyone is respected and heard. Every day we continue to embed diversity, inclusion, belonging, and equity in everything we do as we provide service to survivors of domestic and sexual violence.
Qualifications
The Requirements We are Seeking:
- You have at minimum a Bachelor’s degree in psychology, social work, sociology, criminal justice, business, communications, or other social sciences.
- You have at minimum of four years of experience working within a hotline setting, or working with survivors of domestic and sexual violence, or similar social services setting working with vulnerable populations from a diverse background.
- You have at minimum of three years of experience leading a team with direct reports.
- You are Bilingual in both English and Spanish. Able to read, speak and write fluently in both English and Spanish, preferred.
- You have a valid Texas driver’s license with a good driving record; reliable transportation; ability to travel to off-site locations utilizing personal transportation.
What you Deliver in this role:
- You will evaluate and oversees operation of daytime domestic violence, rape crisis hotlines, live chat, and hospital accompaniment services.
- You will Provide supervision of Crisis Hotline Counselors, Crisis Chat counselors, and Coordinator.
- You will identify program workflow opportunities and make recommendations to program Director as needed.
- You will work 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 all program deadlines are met. Periodically review/ audit client intake paperwork completed by staff and works with program Director to maintain compliance with all grant performance targets and reporting requirements.
- You will maintain current knowledge in the field and attend seminars/workshops/conferences to increase professional knowledge and effectiveness. Develops training curriculums including database and software training. Serves as designated program/department trainer. Delivers training presentations as related to crisis response service delivery including hotline, chat, and hospital accompaniment. Completes on the job training observations and coaching of new program staff.
- You will maintain accurate client records for monthly reports and meets all program deadlines.
- You will collaborate with the Director to maintain compliance with all grant performance targets and reporting requirements.
- You will prepare reports monthly and special reports as required.
- You will develop and deliver training presentations related to Hotline and Chat Services and complete on-the-job coaching with new staff members.
- You will responsible for all technical functions of the hotline such as phone system, database, phones, technology, and equipment
- You will coordinate hotline and chat services coverage and scheduling to maintain the operation of hotline and chat services 24/7, acting as a back-up for direct client services as needed.
- You will provide 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.
- You will coordinate shelter placement within our shelter and other area shelters by conducting telephone assessment interviews and intake/exit procedures to incoming residents.
- You will case manage Hotline, Chat and Hospital Accompaniment clients that require complex services over several shifts.
- You will supervise the transportation services for clients, using taxi and rideshare accounts.
- You will communicate with HAWC programs and departments to facilitate and coordinate client services.
- You will maintain current information on and acts as liaison with area service providers and hospitals. Cultivate existing relationships and develop new relationships with other domestic/sexual violence service providers and community partners with the goal to build strong working relationships and minimize gaps in services to better service survivors.
- You will adhere consistently to hotline and chat management guidelines and all call center policies and procedures. Serves as program technology safety planning expert by providing guidance in areas such as deactivating location settings on cell phones, social media platforms and spyware.
- You will train as a HHSC/TANF domestic violence expert to grant a Good Cause recommendation and Address Confidentiality
- You will conduct weekly team meetings with daytime program staff.
- You will develop and deliver training presentations related to hotline and crisis intervention services, and complete on-the-job training and coaching with new staff members and volunteers.
- You will 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.
- You will serve as on-call Manager as needed to attend to situations that may arise after hours.
- Other duties as assigned.
What Skills and Assets you bring, and more:
- Excellent attention to details
- Demonstration of professional objectivity and appreciation for confidential information
- Ability to follow instructions and to adhere to policies and procedures
- Ability to prioritize tasks to meet individual and team deadlines
- Has a growth mindset and is a good team player
- Strong communication skills, both verbally and in writing.
When you work here at HAWC you make an impact not just in the lives of the survivors and the people you help, but also make an impact in our own lives and our community. We learn and grow with a purpose where we strive to work for a common cause, which is to end domestic and sexual violence for ALL.