Supervisor Hotline I

4 weeks ago

Scottsdale, United States CHILDHELP INC Full time

**Position Summary**:
This part-time position supervises a small team of Hotline Counselors providing call, text and chat support to help seekers, and 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 2 to 5 non-supervisory direct reports.

**Essential Functions**:
**% of Time**

**Essential/ Non-essential**

Supervisory

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
- Oversees training process for direct reports
- 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

20%

E1, 2, 3, 4, 5, 6, 7

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:

- Follows protocol and documentation requirements for each Hotline contract
- Runs reports, performs analysis, and reports out trends contributing meaning to the metrics
- Engages in monthly/quarterly/annual audits
- Stays abreast of current laws, rules, best practices through regular engagement self-directed research; subscriptions to regulatory, legal and industry newsletters and briefs; membership to industry associations and attendance at meetings/events; and/or participating in training and other continuing education opportunities.
- Stays abreast of all Hotline referral sources, including the Hotline national resource database through regular monitoring.

40%

E1, 2, 3, 4, 5

Continuous Improvement, Knowledge Sharing and Collaborative Problem Solving
- Actively drives continuous improvement by identifying issues, opportunities and effective approaches and interventions for presenting issues; resolves problems escalating to Hotline leadership as needed; and otherwise ensures leadership is current on operational status through regular, consistent daily updates
- Attends staff meetings and completes all required trainings

20%

E1, 2

Care Delivery

Provides crisis intervention, referral and resource information, and/or creates 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

20%

E1, 2

**Requirements**:

- Education & Experience, Knowledge/Understanding_
- Bachelor’s degree in counseling, social work or other related field
- Minimum of two years of work experience providing crisis intervention
- Understanding of the laws and regulations surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements
- Understanding of the laws and regulations surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements
- Understanding of the contractual obligations of the Hotline
- 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 main

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