Supervisor Hotline

MAJOR RESPONSIBILITIES & DUTIES:

• 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.

KNOWLEDGE, SKILLS, AND ABILITIES:

• 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.

REQUIRED QUALIFICATIONS:

• 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.

PREFERRED QUALIFICATIONS:

• Bachelor's degree in a Human Services or Social Services field preferred.
• Supervisory experience preferred.

• Other Duties: 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.

PHYSICAL REQUIREMENTS, EQUIPMENT USAGE, WORK ENVIRONMENT:

• Position is relatively sedentary in a normal office administrative environment involving minimum exposure to physical risks. Will use office equipment such as a computer/laptop, monitor, keyboard, and a general workstation set-up.

Care and respect for others is more than a commitment at Boys Town - it is the foundation of who we are and what we do.

At Boys Town, we cultivate a culture of belonging for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation, and delivers better business results.

About Boys Town:

Boys Town has been changing the way America cares for children and families since 1917. With over a century of service, our employees have helped us grow from a small boardinghouse in downtown Omaha, Nebraska, into one of the largest national child and family care organizations in the country. With the addition of Boys Town National Research Hospital in 1977, our services branched out into the health care and research fields, offering even more career opportunities to those looking to make a real difference.

Our employees are our #1 supporters when it comes to achieving Boys Town's mission, which is why we are proud of their commitment to making the world a better place for children, families, patients, and communities. A unique feature for employees and their dependents enrolled in medical benefits are 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. Boys Town takes your mental health seriously with no cost mental health visits to an in-network provider. We help our employees prepare for retirement with a generous match on their 401K or 401K Roth account. Additional benefits include tuition assistance, parenting resources from our experts and professional development opportunities within the organization, just to name a few. Working at Boys Town is more than just a job, it is a way of life.

This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Boys Town is an equal employment opportunity employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, disability, or veteran status. To request a disability-related accommodation in the application process, contact us at 1-877-639-6003.