Supervisor, Hotline (Nights)

Childhelp Scottsdale , AZ 85250

Posted 2 months ago

Position Summary:

Supervises Hotline Counselors providing call, text and chat support to help seekers; oversees general day-to-day Hotline operations; provides routine updates to the Hotline Director; and serves as counselor as

call volume and staffing levels require.

This position has supervisory responsibilities to include two to six non-supervisory direct reports.

Essential Functions

Supervisory: 30%

Carries out supervisory responsibilities in accordance with Childhelp's cultural values and performance principles, company policies and applicable laws. Responsibilities include:

  • Actively participating in the interviewing and hiring processes

and ensuring successful functional on-boarding of new employees

  • Planning, assigning and directing work for direct reports

  • Setting reasonable stretch performance goals, providing

constructive, balanced, regular performance feedback, and conducting annual

performance appraisals

  • Recognizing and rewarding performance excellence

  • Communicating and enforcing company policies and programs

  • Applying corrective action, addressing complaints and resolving problems in a timely fashion, involving and collaborating with leadership and Human Resources as appropriate

Counseling: 40%

Provides crisis intervention, referral and resource information, and/or creating action plans for callers who contact the Childhelp National Abuse Hotline. Provides intervention support and resource information related, but

not limited to: child abuse, sexual abuse/assault, neglect, family conflict, suicide, domestic violence, youth in

conflict, life crisis, addiction and recovery to include:

  • Provides Counseling Services

  • Provides support and appropriate counseling to help each seeker, including calls and digital services such as texting and live chat

  • Provides undivided attention to each help seeker and issue presented

  • Ascertains and understands the immediate presenting of help seekers, turning those issues into brief action plans when necessary

  • Documentation & Reporting

  • Enters all relevant data, accurately and completely into Hotline database in a timely manner

  • Reports information to appropriate authorities, when legally bound to do so

  • Quality

  • Remains current on all laws, regulations, polices, protocols, and practices surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements; and applies knowledge to the work in accordance with quality standards

  • Remains knowledgeable with regard to all Hotline referral sources, including the Hotline national resource database

  • Maintains up current understanding of Hotline contractual obligations and follows protocol and documentation requirements for each contract

  • Continuous Improvement, Knowledge sharing and Collaborative Problem Solving

  • Attends staff meetings and completes all required trainings

  • Interacts with co-workers to best identify effective approaches and interventions for

presenting issues

  • Participates in assigned work teams, as requested and appropriate

  • Engages in continuous improvement efforts, as assigned

  • Miscellaneous

  • Conducts internet resource research

  • Responsible for arranging for shift coverage for all scheduled shift hours

  • Performs other related duties, as assigned

Administrative/Operational (25%)

  • Monitors calls, texts and chats and coordinates quality assurance measures to assure the highest

possible call quality

  • Responds to caller complaints in an articulate and professional manner

  • Provides daily updates/reports to Hotline Director

  • Oversees training process for direct reports

  • Oversees iCarol database system changes, as needed

  • Coordinates special projects

Requirements

Education/Experience/Knowledge/Understanding

  • Master's degree in counseling, social work or other related field

  • Minimum of two years of work experience providing crisis intervention

  • Previous management/supervisory experience

  • Understanding of the laws and regulations surrounding physical, sexual, and emotional abuse, child

abuse, neglect, and legal reporting requirements

  • Understanding of Hotline technology and ability to address any issues to avoid interruption in services

  • Understanding and adherence to confidentiality and anonymity, as appropriate

  • Understanding and adherence to counseling ethical guidelines and boundaries

Skills

  • Exceptional verbal, written, and listening communication skills to include communicating clearly, effectively, tactfully, and patiently to a diverse population

  • Excellent counseling skills such as active listening, empathetic listening, asking open-ended questions, demonstrating positive regard, de-escalation, concreteness, and problem solving facilitation

  • Strong interpersonal skills and demeanor with the ability to build rapport and garner trust with others

  • Proficient in the use of a PC; in a Windows environment; in the use of the Internet; and in the use of MS Office Applications such as Outlook, Word and Excel

Abilities

  • Ability to clear fingerprint background screening through the Department of Justice, FBI and Child Abuse Index prior to start

  • Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed

  • Ability to work collaborative as part of a team

  • Willingness and ability to embody Childhelp's core values of Acting with Honor and Character, Being Open and Receptive, Caring About and Relating to Others; Nurturing Diverse Relationships; Performance Excellence; and Inspirational Leading & Managing

Physical Demands

  • Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

  • The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)

Preferences

  • Current state licensure

  • Post-Master's experience and training in child abuse, treatment of complex trauma, PTSD, forensics, and criminal justice system procedures

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Preferences * Master's degree in counseling, social work, or other related field * Prior experience in crisis intervention and/or hotline counseling Childhelp Scottsdale AZ

Supervisor, Hotline (Nights)

Childhelp