Hotline Manger

POSITION TITLE: Hotline Manager

REPORTS TO: Assistant Director of Victim Services

STATUS: FTE, salaried (this position is grant-funded)

SHIFT DETAILS: Day, occasional evenings, and weekends; Includes emergency/crisis on-call

SALARY: $43,000.00 plus comprehensive benefits package

SUMMARY OF DUTIES: The Hotline Manager oversees the 24/7 hotline and crisis response for Tri-County SPEAKS Sexual Assault Center, the oldest rape crisis center in South Carolina. Responsibilities include managing and scheduling volunteer advocates (and some TCS staff members) to work available shifts, supporting volunteers during their shifts, aiding in volunteer training, recruitment, and retention, and assisting with written reports for the state.

To ensure that all TCS volunteer advocates provide the highest level of support to adult victims of sexual violence, the Hotline Manager will also be responsible for screening potential volunteer advocates and conducting quality control activities. The person selected to join this team must also demonstrate a high level of maturity and responsibility.

QUALIFICATIONS:

● Bachelor's degree in Public Health, Education, Sociology, Social Work, or a related field

● Preferred experience of 2-3 years with volunteers with a nonprofit or social service organization

● Access to reliable transportation

● Able to plan effectively

● Strong oral and written communications

● Outstanding people skills

●Critical thinking skills

● Flexible interpersonal style to help coach others

● Experience preparing reports

● Detail-oriented with the ability to manage multiple projects

●Previous hotline experience a plus

● Experience using Microsoft Suite (Teams and Outlook) preferred

●Experience with CRM platforms (Neon One and Collaborate) preferred

● Friendly, enthusiastic, and positive attitude

RESPONSIBILITIES:

● Manage hotline and crisis response, participate in on-call rotation, and assist in responding to victim crisis/emergencies with a trauma-informed approach

●Direct a team of volunteer advocates in relation to the hotline and hospital response programs

●Conduct briefings, debriefings and one-on-one coaching to prevent volunteer burnout

●Track volunteer performance on crisis response and documentation

●Ensure timely, compassionate, and appropriate response across communication platforms (GroupMe, hotline, internal communications)

●Step in to manage high-stress, complex, or escalated crisis situations requiring oversight by a TCS staff member

●Ensure hotline advocates comply with laws, ethics, and regulations

●Assist the Assistant Director of Victim Services with training volunteers

●Work with leadership on program service delivery improvements

● Use newsletters to keep new and existing volunteers informed about the organization, schedules, and updates

● Develop, build, and maintain positive, long-term relationships with hotline volunteers and community partners

● Serve as the point of contact for all questions and concerns about the hotline

● Keep schedules and records of volunteers' work hours in accordance with agency policy

● Assist in the development, review and update of crisis services and policies

● Attend community outreach events to recruit volunteers from Berkeley, Charleston, and Dorchester counties

● Become a certified Victim Service Provider (VSP) within one year of employment

● Perform other duties as assigned

Job Type: Full-time

Benefits:

• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• Evenings as needed
• Monday to Friday
• Nights as needed
• Weekends as needed

Work Location: Hybrid in Charleston, SC 29403

Job Type: Full-time

Pay: $43,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Work Location: Hybrid remote in Charleston, SC 29403