Family Support Network Hotline Manager

Position Summary

The Family Support Network (FSN) Hotline Manager plays a vital role in project management and community support, directly impacting immigrant and refugee communities in Illinois. This position will oversee the operations and operators of the FSN hotline to effectively serve the needs of immigrant communities. This is a 90 day contract position during a transitional period.

Operational Oversight

• Manage day-to-day operations, including scheduling and coordinating live hotline operators across multiple organizations to ensure optimal coverage
• Identify and troubleshoot issues with the call handling service and integrated platforms
• Ensure all hotline documentation and supporting resources remain accurate and up-to-date and comply with organizational policies, procedures, and safety protocols.
• Oversee safeguarding activities and risk management measures
• Train volunteers to assist with hotline calls and referrals, as well as Deportation Defense and Rapid Response Networks, and provide ongoing training to operators based on emerging needs
• Supervise operators, assess performance, and provide training and additional support as needed
• Facilitate the flow of information from the hotline to relevant stakeholders for timely follow-up

Monitoring & Reporting

• Track and assess call data for reporting purposes and to monitor program delivery across partners and identify areas for improvement
• Collaborate with the FSN Director and Senior Director of Deportation Defense to evaluate program impact as needed
• Provide stakeholders with regular updates on hotline operations and trends/patterns that emerge

Qualifications

• Self-sufficient, reliable, reflective leader who is accountable, highly communicative, and excels at building relationships.
• At least 3 years of management experience, especially in overseeing staff and volunteers and working within immigrant communities, is required.
• Bilingual language capacity is strongly preferred.
• Excellent interpersonal and writing skills; experience and comfort in public speaking; excellent leadership abilities and superior organizational skills; detail-oriented with the ability to juggle many different tasks simultaneously and complete them promptly.
• Knowledge and awareness of policies and legal resources, experience working with immigrants and/or refugees preferred
• Working experience in community organizing and/or advocacy campaigns, and direct service, with some training preferred.
• Valid driver’s license and access to a car are preferred.
• Work hours may be needed during evenings and weekends not to exceed 40 hours a week.
• Strong leadership, writing, and reporting skills.

Bilingual language capacity (Spanish) is strongly preferred.