Supv Hotline

Boys Town • Omaha, NE

19h • Onsite

About The Position

Supervises and provides direct support to Hotline Counselors. 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. Supervises and provides support. Assists with the hiring of staff. Trains, supervises and evaluates staff. Ensures adequate shift coverage. Monitors call handling performance and reviews performance with staff; provides coaching. Responds to consumer contacts including calls, emails, and chats, during peak periods of understaffing or high volume. Assists with the creation and development and implementation of recognition and incentive programs to improve morale, customer service, performance, and employee retention. Monitors and assesses morale of work groups and communicates updates to senior management. Assists in developing training curriculum, policies, and procedures including reporting guidelines and risk assessments, updates guidelines for handling calls and web contacts. Assists with the development, support and maintenance of Web based activities. Coordinates special assignments or projects. Coordinates quality assurance measures and reports to assure the highest possible call handling quality to callers. Communicates directly with internal staff and external clients and organizations to resolve concerns, measure satisfaction, and follow up on suggestions. Serves as a backup for on call response as needed. This job description incorporates the essential functions and duties required for this position. However, other duties may be required and assigned at times and as determined by a supervisor in order to meet the needs of the organization. Serves as a role model in carrying out activities and behaviors that reflect the values and principles of the Boys Town mission.

Requirements

• Ability to demonstrate strong crisis counseling, problem solving, and crisis intervention skills
• Knowledge of regulatory requirements pertaining to crisis care and of hotline counseling techniques and best practices
• Computer skills in Microsoft Office, including PowerPoint, Excel, and Word
• Ability to communicate with individuals in an articulate, professional manner while maintaining necessary degree of confidentiality
• Ability to successfully lead a team of associates
• Ability to adapt responses to situations while maintaining procedural and regulatory integrity
• Strong knowledge of the Boys Town Model
• Bachelor's degree or equivalent combination or education and experience required
• Minimum of 2 years of experience including crisis intervention preferably in a call center setting required
• Ability to work flexible hours to facilitate employee supervision required
• On-call (continuously or rotationally) to provide 24/7 support as required

Nice To Haves

• Bachelor's degree in a Human Services or Social Services field preferred
• Supervisory experience 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
• Supervises and provides direct support to Hotline Counselors
• Assists with the hiring of staff
• Trains, supervises and evaluates staff
• Ensures adequate shift coverage
• Monitors call handling performance and reviews performance with staff; provides coaching
• Responds to consumer contacts including calls, emails, and chats, during peak periods of understaffing or high volume
• Assists with the creation and development and implementation of recognition and incentive programs to improve morale, customer service, performance, and employee retention
• Monitors and assesses morale of work groups and communicates updates to senior management
• Assists in developing training curriculum, policies, and procedures including reporting guidelines and risk assessments, updates guidelines for handling calls and web contacts
• Assists with the development, support and maintenance of Web based activities
• Coordinates special assignments or projects
• Coordinates quality assurance measures and reports to assure the highest possible call handling quality to callers
• Communicates directly with internal staff and external clients and organizations to resolve concerns, measure satisfaction, and follow up on suggestions
• Serves as a backup for on call response as needed

Benefits

• Reduced to no cost visits for services performed by a Boys Town provider at a Boys Town location
• Additional costs savings for the employee and their dependents are found in our pharmacy benefits with low to zero-dollar co-pays on certain maintenance drugs
• No cost mental health visits to an in-network provider
• Generous match on their 401K or 401K Roth account
• Tuition reimbursement
• Parenting resources from our experts
• Professional development opportunities within the organization
• Free visits to Boys Town physicians and free prescriptions under the Boys Town Medical Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level