Supv Hotline Training

Boys Town • Omaha, NE

264d

About The Position

Coordinates all training delivery and curriculum for the Hotline and provides critical assistance to the development and maintenance of Hotline policy and procedure. Supervises and provides direct support to Hotline Counselors.

Requirements

• Bachelor's degree or equivalent combination of education and experience required
• Supervisory experience required
• Training experience required
• Able to work flexible hours that facilitate employee supervision and training schedules including evenings and weekend hours required

Nice To Haves

• Bachelor's degree in a Human Services or Social Services field preferred
• Minimum 1 year of experience in crisis intervention preferred
• Experience in a crisis center setting preferred

Responsibilities

• Oversees and supports safe and effective provision of services
• Requires employees to adhere to policies related to safety and boundaries with service recipients
• Attends safety and abuse risk management training as assigned
• Provides employees with on-going supervision and education related to safety and abuse risk
• Responds quickly and confidentially to reports of suspicious or inappropriate behavior
• Follows mandated abuse reporting requirements
• Coordinates training activities for the Boys Town Call Center
• Facilitates and delivers training to new hires of the BTNH
• Evaluates and updates current training material for BTNH counselors
• Researches and recommends training tools and content for BTNH
• Maintains training records for all BTNH personnel
• Assists with the development of ongoing and advanced training curriculum
• Assists in the review and maintenance of Hotline practices and procedures
• Maintains procedural information to ensure staff have updated instructions for call handling and web contacts
• Supervises and develops performance of Call Center employees
• Monitors performance of assigned staff and reviews performance with the individuals as per departmental guidelines
• Assists in hiring Hotline counselors
• Maintains expert knowledge of call and web handling processes
• Monitors shift coverage to meet specific service goals
• Responds to consumer contacts during peak periods of understaffing or high volume
• Communicates directly with internal and external consumers to ensure proper resolution of concerns and inquiries
• Assists with the creation, development, and implementation of recognition and incentive programs to improve morale, customer service, performance, and employee retention
• Provides on call response to crisis counselors
• Provides call center operation management including monitoring productivity and morale

Benefits

• Reduced to no cost visits for services performed by a Boys Town provider at a Boys Town location for employees and their dependents enrolled in medical benefits
• Low to zero-dollar co-pays on certain maintenance drugs
• No cost mental health visits to an in-network provider

What This Job Offers

• Job Type: Full-time
• Industry: Nursing and Residential Care Facilities
• Education Level: Bachelor's degree