The Team Leader supervises a team of employees who receive incoming telephone calls involving domestic violence, child abuse, etc. that will, in some instances, require making quick decisions regarding the caller’s safety and well-being. The Team Leader has a key role in setting the standard for assessing human service needs via telephone using active listening, crisis intervention and/or suicide risk assessment skills. The Team Leader manages staff members who will normally elicit essential information from the caller including the problem (or complaint) determine the immediacy and type of response needed based on an initial risk assessment, and document critical aspects of the telephone call and actions taken on the agency’s database. This position assigns staff to perform their duties and responsibilities, and reviews their work for adherence to instructions, accuracy, completeness and conformance to accepted client-centered practices.
To ensure quality assurance performance standards and expectations are being successfully carried out in the Hotlines, this position will take a pro-active role to develop and implement action plans to address problematic trends, sustain progress and continuous improvement. The supervisor provides oversight and supplemental spot-checking for data and documentation quality initiatives, while offering coaching and development to Client Advocate Specialists and Senior Client Advocate Specialists to improve their ability to explore callers’ mental and emotional state of mind through comforting, positive, and non-judgmental language.
- 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. Participate in the recruitment, hiring and onboarding of new staff.
- Supervise all direct-service staff with a particular focus on ensuring that interactions with callers are undertaken according to the agency’s client-centered approach.
- Provide coaching, guidance and supervision to direct reports to support their professional development and SARM (Safety Assessment Risk Management) skills and facilitate peer support
- Ensures smooth daily operation through shift monitoring and administration.
- Provide weekly supervision, per program’s supervision policy.
- Provide ad hoc supervision, including guidance in dealing with suicidality and mandated-reported issues.
- Provide post-call debriefing, as needed.
- Evaluate supervisees’ performance via a variety of measures including call volume, shelter links and the use of telephony-associated items, like “make busy” function.
- Work with director to develop and update staff training, as needed.
- Be the identified primary contact for all social service and criminal justice providers.
- Be the primary contact to address client complaints and issues identified by other Safe Horizon programs.
- Approve timesheets, and in collaboration with the director and other team leaders, review time and leave availability for vacation requests.
- In collaboration with the director, interview prospective candidates for open positions.
- Maintain regular communication with supervisees regarding information and updates pertaining to program practice and operations.
- Ensures that direct-service staff are utilizing Shelter Occupancy and Referral System (SORTS) per guidelines and assume responsibility for communicating any problems associated with SORTS to the director.
- Participate in the Hotlines’ scheduling process to ensure appropriate staff coverage
- Establish and maintain clearly communicated and consistent expectations of goals for staff performance that focus on SARM standards in each supervisee.
- Manage staff performance and address existing challenges via the agency’s established performance management tools.
- Ability to generate and interpret ACD (automated call distribution) reports.
- Complete mid-point and annual performance reviews that reflect feedback given in supervision, coaching, and quality assurance monitoring activities
- Ability to apply motivational interviewing skills
- Ability to minimize situations which could trigger trauma responses
- Ability to determine the seriousness of an emergency/crisis and knowing when to notify appropriate authority, as necessary
- Requires judgment and action in life-threatening situations
- Analytical skills, including proficiency in MS Excel, Word, Outlook; proficiency in report builder software a plus
- Proficiency with ACD / call center telecommunications technology and operations
- Ability to communicate effectively both orally and in writing;
- Ability to plan and organize work to achieve program objectives efficiently and effectively
- Respect and empathy for victims with a genuine desire and willingness to help people in need
- Recognition and belief in the empowerment of women
- Sensitivity to gender-related issues and/or cultural background of clients
- Openness to change
- Commitment to maintaining high levels of skills and performance
- Ability to maintain confidentiality
Bachelor’s degree in human services field with at least 3 years of supervisory experience required. 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. Previous experience working with crime victims preferred.
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 employmentAmeriCorps, Peace Corps and other national service alumni are encouraged to apply
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