Job Information
Willow Domestic Violence Center MANAGER OF HOTLINE SERVICES in Rochester, New York
Order#: NY1498466
MANAGER OF HOTLINE SERVICES
Please follow link for full job Description: https://willowcenterny.org/about-us/careers/
ESSENTIAL DUTIES AND RESPONSIBILITIES MANAGER RESPONSIBILITIES Role models positive, professional behavior to include appearance and communication with others. Oversees and manage hotline services delivered to callers through Willows hotline day-to-day activities including development, planning and implementation of all program components, such as monitoring Genesys interactions, and RingCentral interactions for possible missed calls and login/logout concerns, Department of Human Services Overflow list, completing financial forms required, and any other hotline activities. Collaborates with the Director of Community Response Services to support programmatic development, tracking, compliance, and evaluation. Supervises and trains staff, interns, and volunteers on hotline service process and delivery. Helps to maintain consistency and quality of calls in alignment of best practice. Maintains the on-site hotline coverage schedule with the support of the Hotline Lead Case Manager to ensures adequate coverage on all hotline shifts and collaborate with the Shelter Director and Shelter Manager to ensure that both programs have coverage and needed support, so all callers are supported. Ensures that hotline notes are always complete and up-to date. Able to provide on-call support to hotline staff in conjunction with the Director of Community Response Services, and Lead Hotline Case Manager, which can include evenings and weekends. Provides coverage when needed to ensure coverage of the hotline, which could include evenings and weekends when necessary. Responsible for the timely and accurate collection of department statistics for grant and other reporting needed. Takes initiative to lead the team in finding solutions to identified gaps and barriers to services; and to seek out and delegate additional projects when calls are slow. Collaborate with Shelter Director and Shelter Manager to ensure that Genesys continues to function during times of outages. Collaborates with Grant Manager, Director of Community Response Services, and appropriate consultants to ensure the structure and functioning of client database systems remain up to date (including Apricot, Genesys Cloud, and others as assigned) Participates in strategic planning and meets the applicable goals of the Agency as defined in its Strategic Plan. Maintains an evaluation tool and process to assess effectiveness of service and compliance with program objectives; identify unmet/emerging needs and develop recommendations. Stays up-to-date on internal and external training on client database systems, including new tools and products from software providers. Acts as a liaison between the Willow staff and community professionals. Facilitates positive collaboration and coordination of services amongst partners. Maintains confidentiality and completes all job functions ethically and in a culturally competent manner.
REQUIRED QUALIFICATIONS Bachelors degree in human services, Social Work or Counseling field required, MSW or MS in counseling preferred or an equivalent education and experience. A minimum of one year of counseling, case management or advocacy experience. Program management and supervisory experience required. Bi-Lingual preferred; able to read, write and speak Spanish and/or ASL proficiently. The ability to select, develop and motivate people and create a positive work environment is essential. Must be able to display a high degree of professionalism while keeping difficult situations in proper perspective. Proven familiarity and comfort with technology required. Demonstrated experience working with cloud-based database systems (such as electronic medical records, case manager systems, etc...) preferred. Ability to prioritize tasks and handle numerous assignments simultaneously.
