Supervisor Hotline I - Scottsdale, United States - CHILDHELP INC

CHILDHELP INC
CHILDHELP INC
Verified Company
Scottsdale, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Position Summary:


This part-time position supervises a small team of Hotline Counselors providing call, text and chat support to help seekers, and oversees general day-to-day Hotline operations; provides routine updates to the Hotline Director; and serves as counselor as call volume and staffing levels require.

This position has supervisory responsibilities to include 2 to 5 non-supervisory direct reports.


Essential Functions:


% of Time

Essential/ Non-essential
Supervisory

Carries out supervisory responsibilities in accordance with Childhelp's cultural values and performance principles, company policies and applicable laws


Responsibilities include:

  • Actively participating in the interviewing and hiring processes and ensuring successful functional onboarding of new employees
  • Oversees training process for direct reports
  • Planning, assigning and directing work for direct reports
  • Setting reasonable stretch performance goals, providing constructive, balanced, regular performance feedback, and conducting annual performance appraisals
  • Recognizing and rewarding performance excellence
  • Communicating and enforcing company policies and programs
20%

E1, 2, 3, 4, 5, 6, 7

Quality

Remains current on all laws, regulations, polices, protocols, and practices surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements; and applies knowledge to the work in accordance with quality standards:

  • Follows protocol and documentation requirements for each Hotline contract
  • Runs reports, performs analysis, and reports out trends contributing meaning to the metrics
  • Engages in monthly/quarterly/annual audits
  • Stays abreast of current laws, rules, best practices through regular engagement selfdirected research; subscriptions to regulatory, legal and industry newsletters and briefs; membership to industry associations and attendance at meetings/events; and/or participating in training and other continuing education opportunities.
  • Stays abreast of all Hotline referral sources, including the Hotline national resource database through regular monitoring.
40%

E1, 2, 3, 4, 5

Continuous Improvement, Knowledge Sharing and Collaborative Problem Solving

  • Actively drives continuous improvement by identifying issues, opportunities and effective approaches and interventions for presenting issues; resolves problems escalating to Hotline leadership as needed; and otherwise ensures leadership is current on operational status through regular, consistent daily updates
  • Attends staff meetings and completes all required trainings
20%

E1, 2

Care Delivery


Provides crisis intervention, referral and resource information, and/or creates action plans for callers who contact the Childhelp National Abuse Hotline.

Provides intervention support and resource information related, but not limited to:
child abuse, sexual abuse/assault, neglect, family conflict, suicide, domestic violence, youth in conflict, life crisis, addiction and recovery to include:

  • Provides Counseling Services
  • Provides support and appropriate counseling to help each seeker, including calls and digital services such as texting and live chat
  • Provides undivided attention to each help seeker and issue presented
  • Ascertains and understands the immediate presenting of help seekers, turning those issues into brief action plans when necessary
  • Documentation & Reporting
  • Enters all relevant data, accurately and completely into Hotline database in a timely manner
  • Reports information to appropriate authorities, when legally bound to do so
20%

E1, 2


Requirements:


  • Education & Experience, Knowledge/Understanding_
  • Bachelor's degree in counseling, social work or other related field
  • Minimum of two years of work experience providing crisis intervention
  • Understanding of the laws and regulations surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements
  • Understanding of the laws and regulations surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements
  • Understanding of the contractual obligations of the Hotline
  • Skills_
  • Exceptional verbal, written, and listening communication skills to include communicating clearly, effectively, tactfully, and patiently to a diverse population
  • Excellent counseling skills such as active listening, empathetic listening, asking openended questions, demonstrating positive regard, deescalation, concreteness, and problem solving facilitation
  • Strong interpersonal skills and demeanor with the ability to build rapport and garner trust with others
  • Proficient in the use of a PC; in a Windows environment; in the use of the Internet; and in the use of MS Office Applications such as Outlook, Word and Excel
  • Abilities_
  • Ability to clear fingerprint background screening through the Department of Justice, FBI and Child Abuse Index prior to start
  • Ability to main
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