Hotline Specialist A

Job Title: Hotline Specialist A

FLSA Status: Non-Exempt

Department: Client Services

Reports to: Hotline and Advocacy Manager

Effective Date:

Pay Rate: $37,200 year

$17.88 hour

Position Overview

Hours: 40 hours weekly:

Monday, Wednesday, Thursday 8:30 AM-5:30 PM; Tuesday 10:30 AM-7:30 PM, Half-hour lunch 12:30 PM to 1 PM, Friday 8:30 AM – 3 PM; Half-hour lunch 11:30 AM to 12 PM.

Hours may be flexible as necessary to achieve program objectives, tasks, activities, responsibilities, and to effectively document outcome measures and variances.

Summary Description: Provide front desk coverage by answering the agency's 24-hour Domestic Violence and Sexual Violence hotline, greet guests, and receive and handle community donations. Assist the Compliance Department with data entry of hotlines completed by staff and volunteers.

Essential Duties and Responsibilities

• Provide front desk coverage to include answering the business line, greeting guests, accepting donations, scheduling advocacy appointments and handling hotline calls.

• Enter hotline data into the agency's service database (OSNIUM)

• Complete face-to-face walk-in hotlines

• Ensure timely and accurate appointment scheduling for Advocates
• Provide guidance to agency hotline and receptionist volunteers
• Assist with hotline training both classroom and hands-on

• Provide trends, common errors and suggestions to the supervisor to ensure effective service delivery via the hotline

• Assist in performing other clerical tasks as assigned.

• Complete the building coverage schedule monthly by the 20th for the preceding month
• Assist with scheduling hotline volunteers monthly
• Attend agency staff meetings: monthly (2nd Tuesday, 8:45 am to 10:45), quarterly (2nd Friday,

• Communicate urgent concerns to supervisor immediately
• Other duties as assigned

Education and Other Requirements

• Minimum of 2 years experience in customer service and administrative functions
• Ability to answer multi-line telephone for both business related calls and crisis intervention.
• Ability to multitask and problem solve.
• Sensitivity to clients and knowledge of the issues addressed by the agency
• Ability to manage and adjust to a changing workload

• Must demonstrate knowledge in the use of Microsoft Word, Excel and Publisher.

• Ability to convey concepts and ideas in an orderly, sequential oral and written form

• Strong planning and organizational skills with attention to detail
• Strong customer relations, communication, and leadership skills
• Ability to keep confidential information
• Must have a current Texas Drivers License, clean driving record, and be insurable
• Ability to lift/carry/move a minimum of 40 lbs. for an extended distance
• Must be insurable with valid automobile insurance & at least 2 years of verifiable driving experience

I have read and understand the essential job functions that have been outlined in the above job description for Bay Area Turning Point.

Bay Area Turning Point (BATP) believes that equal opportunity for all employees is important for the continuing success of our organization. In accordance with state and federal law, BATP will not discriminate against an employee or applicant for employment because of race, disability, color, creed, religion, sex, age, national origin, ancestry, citizenship, veteran status, or non-job related factors in hiring, promotion, demotion, training, benefits, transfers, layoffs, terminations, recommendations, rates of pay or other forms of compensation. Opportunity is provided to all employees based on qualifications and job requirements.

NOTE: It is the policy of BATP not to hire applicants who have received services from our agency within the previous 12 month period.

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