Hotline & Crisis Intervention Services Coordinator

Job Details
Job Location:    HOUSTON, TX
Position Type:    Full Time
Education Level:    4 Year Degree
Salary Range:    Undisclosed
Travel Percentage:    Up to 25%
Job Shift:    Day
Job Category:    Nonprofit - Social Services

Description

As the Hotline & Crisis Intervention Services Coordinator provides supervision and leadership to daytime and evening Hotline, Chat Services, and Hospital Accompaniment team. This position is responsible for overseeing program functions including the monitoring and management of hotline call center telephone system and distribution of calls. This role will assist with on-going and complex client cases and oversee delivery of client services. Client services include crisis intervention and emotional support to survivors of domestic and sexual violence.

Your Schedule:

• Monday-Friday 12:00 p.m.-9:00 p.m.
• Local Travel: 25%
• Work Model: hybrid

Our Total Compensation Package:

• Annual Compensation: $50,000.00
• Pay schedule Semi-monthly
• Medical, Dental, Vision, Life and Disability Insurance Programs
• Generous Paid Time Off- 11 paid holidays per year, up to 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:

• Bachelor's degree in psychology, social work, sociology, criminal justice, business communications, or other social sciences.
• Bilingual in both English and Spanish. Able to read, speak and write fluently in both languages.
• A minimum of two years of experience working within a call center or hotline setting with vulnerable populations from a diverse background.
• A minimum of two years of experience leading a team with direct reports.
• A minimum of two years of experience working with people in crisis or experience working as a counselor.
• Intermediate proficiency with Microsoft Office, TEAMS, SharePoint, and internal database programs
• Computer savvy able to learn new systems and applications quickly.

What you Deliver in this role:

• Evaluates and oversees operation of daytime and evening domestic violence and rape crisis hotlines, live chat, and hospital accompaniment services.
• Monitors and manages call distribution for hotline call center systems to reduce wait times and create improved accessibility to callers.
• Identifies call center system workflow opportunities and makes recommendations to program Managers and Director as needed.
• Responsible for all technical functions of hotline call center such as phone system, database, phones, technology, and equipment
• Provides direct supervision of evening Crisis Hotline Counselor and Crisis Chat counselors and provides support and supervision as needed to daytime hotline team.
• Provides administrative support to program Director as needed.
• Works 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 program deadlines are met. Periodically review/audit client records and work with program Director to maintain compliance with all grant performance target and reporting requirements.
• Complete on-the-job training and coaching with new staff members.
• Provides 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. Coordinates shelter placement within our shelter and other area shelters
• Case manages Hotline, Chat and Hospital Accompaniment clients that require complex services over several shifts as needed.
• Communicates with HAWC programs and departments to facilitate and coordinate client services.
• Conducts bi-weekly meetings with evening staff.
• Serves as on-call supervisor as needed to attend to situations that may arise after hours. 
• Trained as a HHSC/TANF domestic violence expert to grant a Good Cause recommendation and Address Confidentiality  
• 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.
• Other duties as assigned. 

What Skills and Assets you bring, and more:

• Superior writing abilities and attention to detail. 
• Exceptional service-oriented attitude, work ethic, and growth mindset. 
• Sound and consistent critical thinking. 
• Strong Emotional intelligence. 
• Strong and savvy judgment and decision-making to ensure all resources, competing priorities, and department responsibilities are managed effectively and efficiently. 
• Excellent verbal and business communication and presentation skills. 
• Proven interpersonal skills with a willingness and desire to work with people from diverse ethnic, socioeconomic, and religious backgrounds. 
• Demonstrated ability to think strategically and work collaboratively. 
• Demonstrated ability to be a team player and work productively with others in a dynamic, fast-paced, deadline-oriented environment. 

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.

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