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Team Leader/Training, Hotline

Posted by
Safe Horizon | Brooklyn, NY
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Summary:

This position is responsible for supervising the on boarding of new Client Advocate Specialists and the delivery of training on all Hotline specific systems. The Hotline Training Supervisor will coordinate, assist and support the Shift Coordinators in the delivery of this training. The Hotline Training Supervisor will provide individual and group supervision to the Hotlines Casual Team and full time Client Advocate Specialists as needed.

 

Responsibilities:

  •  Learn and integrate a trauma-informed, client-centered approach, using an anti-oppressive lens, into your work with clients. Coach and guide staff in their client practice that reflects these approaches.
  • Oversee the on-boarding and training of  new Client Advocate Specialists with content training and systems training including: CMS, SORTS, telephone and ACD systems
  • Provides coaching, guidance and supervision to new Client Advocate Specialists to support their CCP skills, using a Risking Connections, trauma focused approach
  •  Provides initial supervision to new Client Advocate Specialist staff and volunteers.
  • Provides ongoing individual or group supervision to the team of Casual Client Advocate Specialists.
  • Provides ongoing individual or group supervision to full time Client Advocate Specialists when requested.
  • Establish and maintain clearly communicated consistent expectations of and goals for staff performance that focus on SARM standards and document for employee file.
  • Utilize hotline technology to assess staff overall productivity. Including the accuracy and timeliness of case records that document client interactions.
  • Reviewing for accuracy and approving both e-time and funder time cards before designated deadlines.   

 

 Qualifications:

 2+ years of public contact experience (e.g., call center environment), preferably working with crime victims, dealing with individual problems and applying policies, procedures, and/or guidelines. Telephone counseling experience desirable.

 

A combination of appropriate education and experience working with crime victims may be substituted for the minimum education and experience requirements.

 

Master’s degree in human services field ( e.g., counseling, psychology, social work or related field) with at least 1 year of supervisory experience preferred, or Bachelor’s degree in human services field with at least 3 years of supervisory experience.

 

Required Qualifications:

  • Proficiency with ACD/call center telecommunications technology and operations required.
  • Demonstrated knowledge of domestic violence and victimization issues.
  • Strong professional presentation skills and an ability to interact appropriately with all levels of the organization.
  • Excellent interpersonal, oral, written skills.
  • Extremely organized, detail oriented, and able to manage multiple projects and competing demands.   
  • Solid engagement skills, along with the ability to quickly establish rapport over the phone.
  • Crisis intervention skills.
  • Ability to multi-task and prioritize responsibilities
  • Ability to offer supportive feedback in non-judgmental way
  • Ability to work autonomously, and collaborate with colleagues effectively, in a fast-paced environment.
  • Ability to model and assume leadership role.
  • Computer proficiency and ability to use web based programs.


If hired, I agree to abide by all of Safe Horizon’s rules and regulations, and understand that, if employed, my employment may be terminated with or without cause, and with or without notice, at any time, at the option of either the company or me. I further understand that no representation, whether oral or written by any representative or agent of the organization, at any time, constitutes a contract of employment

AmeriCorps, Peace Corps and other national service alumni are encouraged to apply

 

Please follow this link to view complete EEO Law and complaint filing information:

http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

Summary:

This position is responsible for supervising the on boarding of new Client Advocate Specialists and the delivery of training on all Hotline specific systems. The Hotline Training Supervisor will coordinate, assist and support…

Details at a glance

  • On-site Location
  • Full Time Schedule
  • 4-Year Degree Required
  • Managerial

Location

Brooklyn, NY

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