Hotline Supervisor_Hybrid

YWCA of Western Massachusetts•Springfield, MA

6d•$55,000•Hybrid

About The Position

The YWCA of Western MA is dedicated to eliminating racism and empowering survivors. The YW provides a safe place for survivors of domestic violence, sexual assault, and human trafficking. Our programs and services include crisis shelter and transitional housing for survivors and their families, counseling, SAFEPLAN court advocacy, community education, supervised visitation, and vocational training for youth. The YWCA provides services at several sites, including Holyoke, Northampton, Westfield, and our primary Springfield campus. The Hotline Supervisor position will be responsible for overseeing the hotline staff of all shifts (1st, 2nd, 3rd, and relief). The supervisor will be responsible for creating and overseeing the hotline schedule and on call needs.

Requirements

Bachelor’s degree required
Bilingual in Spanish language required
Trauma-informed skills
Prior supervisory experience with demonstrated ability to successfully manage projects
Experience with survivors of gender-based violence, domestic violence, sexual assault, and/or exploitation
Ability to represent the agency from a management perspective in an active union environment
Have verbal, written, organizational skills, and computer skills
Must have knowledge of/contacts with community agencies
Must be able to lift 40 lbs.
40-Hour DV/SA Training and must be maintained (In person)
CPR/First Aid Training is required and must be maintained (In person)
Any additional training that is recommended/required by Director of Survivor Advocacy and Outreach Programs or YWCA Leadership

Responsibilities

Mandatory to be present in person at the office on Wednesdays; with the flexibility to be available in person at the office on other days as needed or requested
Mandatory to attend all supervisions with Director of Survivor Advocacy and Outreach Programs, Leadership meetings, and staff meetings as required
Provide supervision to all Hotline Staff on a weekly basis for Full Time staff, biweekly for Part Time staff, and Monthly for Relief staff
Provide coverage to all breaks during regular business hours; and provide coverage to breaks outside of business hours when needed
Address performance issues of employees in a timely manner with written documentation, and take appropriate steps in collaboration with Human Resources
Communicate in a timely manner with Director of Survivor Advocacy and Outreach Programs on program incidents and issues
Communicate with Data team regarding any AWARDS issues or concerns
Maintaining healthy boundaries with Hotline staff and staff in other programs
Ensure that hotline staff work in accordance with agency policies/procedures and collective bargaining agreement
Respond to all serious incidents ranging from 51A, elder abuse, reports to the Disabled Persons Protection Commission or a mental health emergency and ensure proper procedures as well as mandated guidelines are followed, including appropriate documentation and prompt notification to required state agency(s)
Maintain open communication with DVSS leadership regarding shelter availability
Maintain and update the existing resource binders that serve as a physical directory of referral/community resources as well as the electronic directory on the SharePoint drive that Hotline staff can access remotely
Maintain and update Hotline Policy and Procedures accordingly
Conduct performance evaluations of all staff
Availability to attend outreach/tabling events in the community as needed
Monitor and improve telephone handling skills; listen to phone calls to provide hotline staff with training and feedback to improve their interpersonal skills
Handling monthly scheduling needs, including, but not limited to, scheduling monthly clinical and team meeting, finding appropriate coverage for any gaps in the schedule, and triaging callouts as needed
Provide coverage on hotline for any shifts that are not able to be filled by relief staff
Completion of phone and in-person interviews for all new Hotline staff and continuous training for staff
On-call coverage for Hotline to mediate any emergency situations that may arise for staff on shift
Pull reports and review progress notes in AWARDS
Complete bi-weekly AWARDS audits to confirm documentation is complete and filed appropriately
Foster and maintain open communication with Human Resources to ensure that all employees’ concerns and needs are addressed adequately and in a timely manner
Initiate contact and network with outside providers and maintain a working relationship
Complete accurate and timely documentation of services using the agency’s AWARDS system while adhering to confidentiality standards within 2 days (48 hours) of contact
Experience in trauma informed skills; training must be maintained
Perform other duties as needed or requested