Shift Coordinator - Brooklyn, United States - Safe Horizon

Description

Shift Coordinator - Hotlines, Brooklyn

Summary:

The Hotlines' Shift Coordinator fields calls to Safe Horizon's three 24 hour Hotlines: the Domestic Violence Hotline, the Crime Victims Hotline and the Rape and Sexual Assault Hotline and works with Hotline leadership to support daily operations. These hotlines provide crisis intervention, advocacy, and information and referrals to over 125,000 victims each year. The Shift Coordinator mentors Client Advocate Specialists, as directed by the Team Leaders, and assumes supervision of the Hotlines' operations in the absence of Team Leaders or the Hotlines' Director. The Shift Coordinator will also assist callers/clients by providing appropriate information and referrals to other resources and services.

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.
• Engage clients contacting the Domestic Violence, Crime Victims and Rape and Sexual Assault Hotlines telephonically
• Conduct thorough assessments for all callers, with a particular focus on ascertaining the safety of clients and their children.
• Identify and follow up on cues signaling potential exposure to risks to safety for clients and their children.
• De-escalate caller/client and takes steps to immediately address safety issue through risk management planning process (i.e., includes information, referral, and practical assistance) tied to the caller/client's situation
• Link client in Shelter Occupancy and Referral System (SORTS) to appropriate shelter space, and advocate on client's behalf with identified shelter
• Ensures integrity of CMS data across all programs for quality assurance
• When indicated, provide crisis intervention to address threats to a caller's physical and/or emotional safety. Coordinate such interventions with immediate supervisor, as needed.
• Safety plan with callers with identified safety risks.
• Per New York state mandate, report incidents of suspected child abuse or maltreatment/neglect to the Statewide Central Register of Child Abuse and Maltreatment.
• Conduct shelter assessments for domestic violence and rape/sexual assault victims seeking shelter and provide advocacy for them to access available shelter space
• Assess callers' needs and provide appropriate information and referrals to address them.
• Interface with web-based case management system and other technologies to conduct and document work.
• Respond to web site inquiries from victims of domestic violence and other crimes upon request
• Create and oversee lunch and break schedules
• Primary contact for in-call support
• Triage Hotline calls, as needed
• Report any operational outages to Hotline leadership
• Manage resource database
• Help on-board and train new Client Advocates with CMS, SORTS, telephone and ACD systems
• Provide support to staff around specific skills as identified by Team Leaders
• Participate in agency sponsored and external trainings on victimization issues
• Maintain cooperative working relationships with Safe Horizon programs and other NYC service providers.
• Conduct all aforementioned work with clients within a supportive, client-centered framework.
• Undertake other tasks, as directed.

Qualifications:

• Proficiency with ACD call center telecommunication technology and operations required
• Experience conducting intakes and thorough assessments required.
• Experience using web-based case management systems is essential
• Proficient data entry skills needed
• Client Center Practice experience desired
• Experience working with crime victims preferred.
• Previous call center work is preferred.
• Experience working with the NYS Office of Victim Services (OVS) is preferred
• Bachelor's Degree in a human services field, strongly preferred, or equivalent experience and training

Required skills:

• Solid engagement skills, along with the ability to quickly establish rapport over the phone.
• Crisis intervention skills.
• Ability to identify and prioritize clients' needs.
• Ability to collaborate with clients toward developing safety plans.
• 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.
• Good verbal and written communication skills.

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.

New Requirement:
Effective October 29, 2021, as a private contractor of The City of New York all Safe Horizon employees, interns and volunteers must provide proof of COVID-19 vaccination unless they have been granted a reasonable accommodation for religious or medical reasons.

Technology Statement:
Applicants may be responsible for providing the equipment and tools they need to work remotely as required, such as access to a computer, internet service, and phone service. Safe Horizon will discuss potential solutions with candidates and may assist where needed and agreed to in advance.

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

Hiring Range: Hourly

Full-time Hours: 35 Hours per week

Full-time Benefits: Vacation Time, Paid Sick Time, Holidays, Medical, Dental, Vision, 403(b) Retirement Plan, Company Life Insurance, Medical/Dependent Care Flexible Spending Accounts, Tuition Assistance Program, Commuter Benefits Program, Gym Reimbursement, Parental Leave, Employee Learning Center