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SalaryPosition Summary:
Directs and governs the operations of the Childhelp National Child Abuse Hotline program to include developing, implementing and reviewing policies and operating structure; overseeing all activities regarding service delivery, quality improvement, and financial administration.
This position has 2-4 managerial/supervisory direct reports who oversee a total of 40 supervisory and non-supervisory direct reports.
Essential Functions:
% of Time
Essential/ Non-essential
Leadership
Working in partnership with senior leadership, develops strategic alignment plan for the National Child Abuse Hotline that supports and executes upon the broader organizational strategic plan.
With a focus on leadership, mission, vision, culture, strategy, best practices and continuous improvement, performs the following:
- Leads and directs Hotline’s resource planning and allocation for optimal capacity, maximum utilization, performance, and overall productivity to include:
- Workforce Management
- Call Center systems and technology
- Delivery of Care
- Advocacy
- Develops, maintains, updates, communicates and administers program policies, procedures and practices
- Develops, maintains, updates, and enforces technical and quality standards; and ensures Hotline Operations are equipped with adequate technology, systems, database to enable staffing, scheduling, help seeker response, mandatory reporting, and statistics for research, funding, partnerships, and continuous improvement
- Ensures compliance with all federal, state, local, licensing and contract obligations, and other applicable regulatory and/or company regulations and requirements to include audit readiness
- Actively drives continuous improvement by identifying issues, opportunities and effective solutions; resolves problems; stays abreast of industry best practices through regular engagement in self-directed research; subscriptions to regulatory, legal and industry newsletters; membership to industry associations and attendance at meetings/events; and/or participating in training and other continuing education opportunities
- Contributes to and supports the development of a strategic plan for sustainable hotline funding in collaboration with internal departments, with a goal of securing and maintaining funding for Hotline Operations
- Has budget responsibilities including the development, implementation, and attainment of established outcomes
30%
E1, 2, 3, 4, 5
Management
In collaboration with leadership and Human Resources, develops and executes a plan for retaining and developing talent to meet current and future business objectives to include:
- Engaging in talent review evaluations
- Collaborating with direct reports on their professional development and growth
- Assisting with developing leadership succession plans for the department
20%
E 1, 2, 5
Supervisory
Carries out supervisory responsibilities in accordance with Childhelp’s cultural values and performance principles, company policies and applicable laws. Responsibilities include:
- Actively participating in the interviewing and hiring processes of Managers
- Working cross departmentally in ensuring successful new hire onboarding to both the organization and the program, as well as leadership training for new supervisors and managers
- Planning, assigning and directing work for direct reports
- Setting reasonable stretch performance goals, providing constructive, balanced, regular performance feedback, and conducting annual performance appraisals
- Recognizing and rewarding performance excellence
- Communicating and enforcing company and program policies and procedures
- Applying corrective action, addressing complaints and resolving problems in a timely fashion, involving and collaborating with leadership and Human Resources as appropriate
20%
E 1, 2, 5
Functional/Operational
Personally and through managers and supervisors, performs the following duties:
- Ensures delivery of high quality counseling services to those in need reaching out by call, text and chat
- Gathers, tracks, and analyzes data, forming conclusions and making recommendations for improvement, enhancement or expansion of services
- Builds collaborative relationship with child abuse prevention agencies
- Represents Hotline to others professionals and the public
- Coordinates special programs and projects as needed
30%
E 1, 2, 3, 4, 5
Requirements
Education & Experience, Knowledge/Understanding
- Master’s degree (M.A.) or equivalent; or four to ten years related experience and/or training; or equivalent combination of education and experience
- Minimum of 7 years’ experience in crisis intervention
- Minimum of 5 years management and supervisory experience
- Previous hotline management experience
- Understanding of the laws and regulations surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements
- Understanding contractual obligations
- Clear fingerprint background screening through the Department of Justice, FBI and Child Abuse Index
Skills
- Exceptional verbal, written, and listening communication skills to include communicating clearly, effectively, tactfully, and patiently to a diverse population
- Ability to present information in a clear and professional manner through written reports and oral presentations
- Strong interpersonal skills and demeanor with the ability to build rapport and garner trust with others
- Proficient planning, organizing, prioritizing, time management, and negotiating skills with the ability to lead work teams.
- Proficient in the use of a PC; in a Windows environment; in the use of the Internet; and in the use of MS Office Applications such as Outlook, Word and Excel
Abilities
- Ability to Ability to maintain confidentiality and protect anonymity
- Ability to adhere to counseling ethical guidelines and boundaries
- Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed
- Ability to work collaborative as part of a team
- Willingness and ability to embody Childhelp’s core values of Acting with Honor and Character, Being Open and Receptive, Caring About and Relating to Others; Nurturing Diverse Relationships; Performance Excellence; and Inspirational Leading & Managing
Physical Demands
- Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
- The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)
Preferences
- Experience managing a remote workforce
- LCSW / Current state licensure
