Director of Hotline Services

About Shalom Task Force: Founded in 1993, Shalom Task Force operates with a mission to combat intimate partner domestic abuse, promote safe, healthy relationships, and prevent abuse within Jewish communities. Shalom Task Force fosters a culture of safety and empowerment through prevention programs, educational initiatives, legal services, hotlines, and comprehensive survivor support. The hotline, established in 1995, has grown into a trusted national resource serving callers from across the country.

Position Overview

Shalom Task Force seeks an experienced, mission-driven leader to serve as Director of Hotline Services. This senior-level position is responsible for the comprehensive oversight, strategic growth, and day-to-day operational management of our hotline and chat/text services. The Director will lead a dedicated team of professional staff and approximately 70 trained volunteers, ensuring the highest standard of trauma-informed, survivor-centered crisis response.

This role may be filled by a candidate with direct clinical licensure or by a highly experienced hotline/victim services professional.

Key Responsibilities

Vision & Strategic Leadership

• Develop and implement a strategic plan for the growth, reach, and impact of hotline and chat/text services.
• Monitor trends in domestic violence services, crisis intervention, and hotline best practices to continuously improve service delivery.
• Represent Shalom Task Force's hotline services at coalition, task force, and network meetings locally and nationally.
• Assist in relevant grant reporting to support and expand hotline services.

Hotline & Chat/Text Service Operations

• Oversee the day-to-day operations of the hotline and chat/text services, ensuring consistent, high-quality, trauma-informed crisis response.
• Manage volunteer advocate scheduling across all hotline shifts, ensuring adequate coverage and continuity of services.
• Partner in the operational oversight of the hotline phone system and Salesforce database, including troubleshooting telephone, internet, and database issues.
• Run regular reports on hotline services to evaluate volume, trends, and needs; use data to inform programming decisions.
• Manage satellite hotline offices, ensuring all technological and material needs are met.
• Review hotline call logs and provide timely, constructive individual and group feedback to staff and volunteers.

Staff & Volunteer Supervision

• Supervise hotline professional staff and social work interns, providing regular individual and group supervision.
• Provide ongoing training, supervision, and professional development for approximately 70 volunteer advocates.
• Conduct remote group supervision sessions and quarterly in-person professional development events.
• Define and refine roles and responsibilities within the hotline team as the department grows.

Clinical Oversight & Best Practices

Partners with a licensed clinical supervisor or provides direct clinical supervision of staff and interns, and serves as the agency's primary clinical authority for hotline services.

• Review and provide clinical oversight of agency materials, protocols, and resources to ensure alignment with current trauma-informed and domestic violence best practices.
• Consult with other departments (Education, Legal, and others) to ensure clinical best practices are reflected across all agency materials and community-facing content.
• Remain current on domestic violence best practices, safety planning frameworks, legal policies, and trauma-informed care by participating in webinars, trainings, and working groups.
• Ensure the hotline referral database is maintained with up-to-date, vetted referral sources.

Partnerships, Community Relations & Outreach

• Manage and cultivate relationships with partner agencies and community organizations to maintain referral network and to increase awareness of hotline resources.
• Attend coalition, task force, and network meetings, representing Shalom Task Force and contributing to the broader domestic violence response field.
• Provide consultation to lay leaders and community stakeholders on recognizing and responding to domestic abuse.
• Collaborate closely with Education and Legal departments to ensure integrated, community-responsive programming.

Qualifications & Requirements

Required:

• Master's Degree in Social Work, Psychology, or a closely related field.
• 6–8 years of post-master's experience in victim services, hotline services, crisis intervention, case management, or trauma-focused work.
• Demonstrated experience providing programmatic or operational oversight of clinical or direct services.
• Deep understanding of domestic abuse dynamics and a strong commitment to Shalom Task Force's mission.
• Familiarity with the Jewish community and Jewish communal culture.
• Exceptional interpersonal, written, and public speaking skills.
• Proficiency with technology platforms including database systems (Salesforce experience a plus), phone systems, and remote supervision tools.
• Ability and willingness to travel locally and nationally for presentations and conferences.

Preferred

• Active clinical licensure (LMSW, LCSW, or equivalent).
• Experience providing direct clinical supervision to staff and/or graduate interns.
• Experience with crisis intervention and trauma-focused clinical practice.
• Ability to serve as the primary clinical authority for hotline and chat/text services.

Location: New York City

Salary: $80,000-- $110,000, commensurate with professional and clinical experience.