Hotline - Crisis Hotline Program Manager

Title: Crisis Hotline Program Manager

Level: Program Manager

Department: Hotline

Reports to: Director of Counseling and Hotline Services

Pay Range: $76k (no negotiations)

Location: Remote

FLSA Status: Exempt

About Us

Shelter House was established in 1981 as a grassroots responder to the homelessness crisis in Fairfax County.  Since the organization’s inception, we have adapted and grown to meet community needs, all while working in partnership with government and private partners and community members. Today, Shelter House is a successful and reputable organization of over 100 employees committed to preventing and ending homelessness and domestic violence.  In the last year, our compassionate team of individuals changed the lives of nearly 2,000 individuals, half of which were children. Our Culture is built from our Core Values of Inclusivity, Collaboration, Accountability, Respect, and Empowerment (iC.A.R.E.) 

About the Role:

The Crisis Hotline Program Manager will oversee and lead a team of hotline specialists in providing essential 24-hour culturally responsive, trauma-informed crisis intervention services to hotline callers experiencing domestic and sexual violence, stalking, and human trafficking at Artemis House - Fairfax County’s only 24-hour emergency Domestic Violence Shelter. Shelter House’s hotline specialists manage the point of entry for Artemis House, in addition to providing back-up coverage to Fairfax County’s 24-hour domestic and sexual violence hotline. The Crisis Hotline Program Manager will also be responsible for ensuring hotline specialists are equipped in providing education, resources, and coordination of domestic violence services.

The Crisis Hotline Program Manager will be responsible for providing training to staff answering hotline calls, ensuring all callers receive professional and trauma-informed hotline services, and ensuring the hotline staff are equipped with the tools, knowledge, and skills to appropriately conduct calls and determine need for shelter or other community resources. The Crisis Hotline Program Manager will also incur programmatic responsibilities including enhancing the Hotline training curriculum, identifying ways the program can grow and change, and coordinating with community partners to ensure high quality services.

Working as part of the Domestic Violence Services Management Team, the Crisis Hotline Program Manager will execute strategies for achieving program goals in accordance with agency philosophy and values. The Program Manager is responsible for ensuring that best practices are implemented throughout hotline program operations, and for collaborating with Fairfax County’s Office to Prevent and End Homelessness (OPEH) and Fairfax County’s Division of Domestic and Sexual Violence Services (DSVS) to ensure the Artemis Hotline is incorporated into Fairfax County’s coordinated response to domestic violence.

Requirements

How you will contribute:

• Manage and oversee the Artemis House 24/7 incoming hotline
• Partner with management at Domestic and Sexual Violence Services (DSVS) to provide backup support to their 24/7 hotline and ensure we contribute to their hotline running smoothly
• Collaborate with the Director of Hotline and Counseling, The Artemis House Region 1 and Region 3 Directors and Assistant Directors, and the Director and Assistant Director of Domestic Violence & Supportive Housing, to ensure callers referred to their respective programs are appropriate for services and can access services seamlessly following their hotline call
• Review documentation of all calls for quality assurance and to provide timely feedback, coaching and education on best practices when appropriate
• Ensure that staff remain compliant with the confidentiality provisions of the Violence Against Women Act
• Monitor incoming calls to ensure policies and standards are being met
• Develop and implement systems and processes that will promote quality assurance
• Provide coaching, feedback, guidance, and professional development opportunities to the Hotline staff through regularly scheduled supervision and evaluations
• Identify relevant training material that will support a team of Hotline Specialists in operating an effective and efficient hotline
• Assess knowledge retention after trainings to ensure strategies are regularly applied on the job
• Conduct and participate in the recruiting, hiring, and training of Hotline staff
• Ensure all policies, protocols, and procedures are adhered to by staff to ensure a professional and trauma-informed response
• Stay current on trends and best practices as it relates to DV and ensure staff are trained to assess for changes in trends
• Serves as a liaison between Fairfax County government, community-based agencies, and clients to ensure access and engagement with available services and supports when shelter or prevention services are not an option
• Develop strategies and apply expertise to improve and enhance the hotline to best serve community needs
• Facilitate regular team meetings and trainings to build a cohesive and knowledgeable team
• Provide backup hotline coverage (if/when needed) and support to volunteers and staff responding to the hotline and serve in an on-call capacity to help staff address crisis issues
• Collaborate with the Shelter House Data team to analyze call outcomes and other relevant data points to capture trends and ensure compliance with Fairfax County VADATA requirements
• Monitor and verify the completion of hotline call records and surveys while also verifying accuracy of all data
• Perform Data Quality Checks and Hotline/Assessment form Audits to ensure quality services are provided and well-documented
• Be prepared for all internal and external program audits
• Ensure that hotline response services are implemented in accordance with agency philosophy, best practices, grant and contract requirements, and all applicable federal, state and local regulations
• Deliver speeches and presentations to external parties about the agency and survivors of domestic violence at the request of the Director of Hotline and Counseling or the Senior Director of Domestic Violence and to support the Development Department
• Ensure compliance with all agency policies
• Proficiently operate a personal computer, fax, printer, copier and Microsoft Office products (email, calendar, drive, etc.)
• Exemplify the Shelter House core values of (iCARE); Inclusivity, Collaboration, Accountability, Respect and Empowerment
• Participate in Shelter House administrative meetings as needed
• Participate in community partner and networking meetings to ensure relevant information and updates are being communicated to the hotline team
• Perform other duties deemed necessary to support the program and agency

Required:

• A bachelor's degree in human services/ related field or commensurate experience
• 1-2+ years of industry experience with some supervisory experience
• Experience leading / supporting programs serving homeless families and /or victims of domestic violence / sexual violence
• Knowledge about best practices and domestic violence intervention
• Working Knowledge and ability to Train on best practice tools: Trauma Informed Care, Cultural Humility, Harm Reduction, Client Centered approach, Violence Against Women Act VAWA and client confidentiality
• Ability to provide telephone emergency counseling, support, lethality assessment, safety planning over 24-hour on call shifts
• Strong public speaking and communication skills
• Strong written communication skills
• Strong organizational and time management skills
• Ability to prioritize competing priorities and make sound judgements
• Ability to complete tasks while navigating frequent interruptions
• Ability to deliver creative, resourceful solutions to unique challenges
• Willingness to work evenings and weekends when needed

Physical Requirements: 

• Annual TB Test is required 

• Ability to sit or stand for long periods 

• Ability to lift items weighing 10-20 pounds 

Benefits 

• 401K contributions with a 4% employer match 
• Two Semi-Annual Team Building Events 

We recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. Shelter House’s is free from all forms of employment discrimination, including harassment, because of race, color, sex, gender, age, religion or religious creed, national origin, ancestry, citizenship, marital status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law. 

Shelter House also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws. If you need to inquire about an accommodation, or need assistance with completing the application process, please email peopleandculture@shelterhouse.org.  

ADA Statement: Shelter House will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 Any person in need of an accommodation should contact Human Resources directly for assistance.

Equal Opportunity Employer.