Crisis Hotline Director

Women Helping Women•Cincinnati, OH

5d•$66,000•Onsite

About The Position

The Hotline Director provides leadership, oversight, and clinical guidance for WHW’s 24-hour crisis hotline and crisis response services. This role ensures high-quality, trauma-informed crisis intervention, survivor advocacy, and safety planning while supervising staff, maintaining community partnerships, and ensuring compliance with agency policies, funder requirements, and ethical standards. The Hotline Director balances direct crisis system oversight with administrative, supervisory, and leadership responsibilities, prioritizing survivor autonomy, informed choice, and equitable access to services.

Requirements

Bachelor’s degree in social work, psychology, public health, or related field; or equivalent experience (5+ years in crisis response or gender-based violence services)
Supervisory or leadership experience in social services, crisis response, or advocacy
Strong written and verbal communication skills
Strong computer skills, including proficiency with Microsoft Office, databases, and virtual communication platforms
Valid driver’s license and reliable transportation for occasional in-person responsibilities
Crisis Leadership: Ability to oversee high-risk, time-sensitive crisis services with sound judgment
Trauma-Informed Practice: Deep understanding of survivor-centered, nonjudgmental advocacy
Supervision & Coaching: Skill in supporting staff growth, accountability, and ethical practice
Advocacy: Commitment to survivor autonomy, informed choice, and systems advocacy
Confidentiality: Strong adherence to confidentiality, VAWA, and data protection standards
Communication: Clear, effective communication with staff, survivors, and community partners
Cultural Responsiveness: Ability to lead inclusive, equitable services for diverse communities
Problem-Solving: Capacity to navigate complex systems and resolve operational challenges
Boundary Setting: Strong professional boundaries and ethical decision-making
Stress Management: Ability to manage high-pressure environments and support staff wellness

Nice To Haves

Master’s degree in social work or related field
Experience supervising crisis hotline or 24-hour response programs
Familiarity with domestic violence, sexual assault, and stalking dynamics
Experience working with co-occurring mental health and substance use concerns
Fluency in a language other than English

Responsibilities

Oversee daily operations of the 24-hour crisis hotline and related crisis response services
Ensure consistent, survivor-centered, trauma-informed crisis intervention and advocacy
Monitor program coverage and respond to staffing or service gaps as needed
Ensure compliance with WHW policies, Intervention Director SOP, confidentiality standards, and funder requirements
Review and ensure timely, accurate, and confidential documentation and reporting
Recruit, hire, train, and supervise hotline supervisors, advocates, and support staff
Provide regular supervision, coaching, and performance feedback
Foster a collaborative, supportive, and accountable team culture
Address performance concerns in coordination with Human Resources and leadership
Support staff wellness and mitigate secondary trauma
Maintain and strengthen relationships with hospitals, law enforcement, emergency responders, and community partners
Serve as a point of contact for crisis system coordination and problem-solving
Participate in community meetings, task forces, and system-level collaborations
Represent WHW professionally in community and system settings
Monitor service delivery trends, outcomes, and data to support quality improvement
Ensure timely submission of required reports and data
Utilize data to inform program improvements and staff training needs
Participate in leadership meetings, planning initiatives, and agency-wide activities
Collaborate with other Directors to support integrated service delivery
Support implementation of agency priorities, values, and strategic goals