Hotline Supervision Coordinator, Victim Services

Job Type

Full Time

Salary

Minimum: $60,000

Published

11/09/2018

Start Date

12/17/2018

Application Deadline

12/14/2018

Address

Arlington
Virginia
United States

Description

The National Center for Victims of Crime plays a prominent role in local and national crime victim advocacy. The organization advocates for stronger rights, protections and services for crime victims; provides education, training and evaluation; and serves as a trusted source for current information on victims’ rights.


The VictimConnect Resource Center and DC Victim Hotline, both operated by the National Center for Victims of Crime, combine traditional telephone-based helplines with innovative online chat and web-based information, assistance and referral services. The hotline supervisor will empower crime victims to regain control, navigate options, and take next steps by providing confidential resources and referrals by phone, chat, and text message and supervising victim assistance specialists while they do the same.


Position Description:

As the Hotline Supervision Coordinator, you will be responsible for providing supervisory and management expertise to the two victim services teams. You will ensure that victims who contact us are supported, empowered and given the best resources to move forward. You will be primarily responsible for supporting the hotline supervision team in providing clinical guidance and management expertise. You will also be act as a shift supervisor - providing oversight to the helpline team when they are answering the phone, chat, and text helplines when crime victims reach out for support. In addition to shift supervision, you will research best practices in helpline response and victim assistance programs across the U.S. and will be responsible for maintaining the VictimConnect Referral Directory. You will collaborate with the team on protocol, training and external material creation, as needed. This role is not neatly packaged or defined; you should expect it to change and evolve during your time at the National Center. This is a full-time, 40 hours per week position with alternative, overnight, late evening and on-call hours as needed. The hotline supervisor will have regular on-call hours to support staff taking 24/7 hotline calls.

Responsibilities:

  • Effectively field hotline calls, texts and chats on the VictimConnect and DC Victim Hotline helpline online platform using prepared protocols and a victim centered, strengths based approach.
  • Supervise and manage hotline supervisors and victim assistance specialists on shift including processing challenging calls, providing real-time feedback while on chats, and intensive oversight of VAS performance to ensure quality of responses on all platforms
  • Supervise and manage hotline supervisors and full-time victim assistance specialists including scheduling, weekly check-ins, performance evaluations, and professional development.
  • Assist the supervisors in maintaining and overseeing implementation of referral and reporting procedures.
  • Create topical materials to benefit the leadership team, as needed.
  • Provide programmatic support to VictimConnect, DC Victim Helpline, as well as other National Center staff members as needed.
  • Provide mentorship to the Hotline Supervisors and Victim Assistance Specialists as requested to assist them in furthering their own professional goals as it relates to program work.
  • Provide HR and management expertise to the hotline leadership team, often handling sensitive staffing information with discretion and empathy.
  • Lead the hotline leadership team, in partnership with the Director of National Programs, in making staffing and hiring plans and conducting recruitment, as needed.
  • Guide the leadership team in the process of performance evaluation.
  • Assist in any management team issues and makes decisions on staff termination if needed.
  • Other duties as needed

Required Qualifications:

  • You hold or are currently working toward your LICSW with the District of Columbia, to be retained within 2 months of hire
  • You are an excellent communicator on the phone, by chat, and in person, and are comfortable speaking to and supporting callers of various forms of victimization and marginalization.
  • You have experience supporting others in a supervisory or managerial role
  • You aren’t nervous when asked to problem solve, think creatively and be a sole decision‐maker
  • You have a passion for victim advocacy and human rights
  • You are flexible, adaptable and comfortable with a changing and alternative schedule during the first year as the hotline grows.
  • You think creatively and like to problem-solve under pressure.
  • You value professionalism and enjoy working both individually and in a team setting.
  • You appreciate constructive feedback and have a desire to constantly grow and develop professionally.
  • You are great at multitasking and have the ability to stay organized with many competing priorities.
  • You are comfortable using various forms of technology and databases simultaneously.
  • You have the ability to thoroughly research a topic and train peers in a subject area. You have established methods of self-care and ability to show resiliency when dealing with a sensitive subject.
  • You have an incredibly positive, energetic and collaborative attitude.
  • You demonstrate an ability to lead by example and work with others openly and honestly.
  • Demonstrated ability to manage up and act as a voice of front-line staff to organizational leadership.
  • 2+ years experience in supervision and overseeing a hotline or similar crime victim assistance program

Physical Activities

The following physical activities described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations:

  • The person in this position needs to move about inside and outside the office to access file cabinets, office equipment, meet with community partners at their offices, conduct community outreach, etc.
  • Must be able to operate a computer (typing 50 wpm with accuracy) and other office productivity machinery (e.g., copier, fax machine, etc).
  • Regularly required to talk and hear.
  • Must have vision correctable to a level where the individual can operate a computer and visualize text on a computer monitor

Other Information:

  • A criminal background check is required
  • You will need to complete an initial probationary term contingent on training performance
  • This is an FLSA exempt position with a starting salary of $60,000.
  • This position will be able to work remotely for part of their time, alternating with the other Hotline Supervisors' hours.
  • Anticipated work schedule is flexible, with core office hours of 10 am to 4 pm, Monday through Friday with some flexibility if the position allows and on-call hours as needed.
  • This position will occasionally require off site work beyond business hours in the evenings and on the weekends.

Location: The position is located at our office in Arlington, VA. The office is located near Metrorail stations. Secure on-site parking is also available.



The office is located in a building with wheelchair accessible features such as ADA compliant exterior doors and elevators. Staff work in a semi-open environment with shared spaces and moderate noise volume.

The National Center for Victims of Crime is an equal opportunity/affirmative action employer. The National Center encourages all qualified applicants to apply, especially those who identify as a member of a minority or underserved group. We value diversity and are committed to an inclusive workforce.

Benefits

Generous benefits are offered to full-time employees, including excellent health insurance, 401(k) matching plan, disability insurance, and life insurance.

Professional Level

None specified

Minimum Education Required

No requirement

How To Apply

http://www.victimsofcrime.org

To apply, please submit your resume here: http://victimsofcrime.force.com/apply?jobid=a0y0f000007V16M



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