Services Manager | Tuesday through Saturday | 6:00 pm - 2:30 am CT.
2 days ago
Austin
Job DescriptionDescription: The Services Manager serves as an integral partner within the National Domestic Violence Hotline’s (The Hotline’s) organizational leadership team. Under the supervision of a Senior Program Services Manager, the Program Services Manager provides strengths-based support, coaching, training, and guidance to Hotline Advocates who respond to contacts reaching out to The Hotline via phone-, chat-, and text-based platforms. The Program Services Manager utilizes an Appreciative Inquiry model of supervision and ensures adherence to equity-based policies and practices within the Program Services Department. Location: Austin, TX. Shift: Tuesday through Saturday, 6:00 pm - 2:30 am CT. Compensation: $58,656.00 annually + shift stipend per pay period + bilingual stipend (if applicable). ESSENTIAL DUTIES & RESPONSIBILITIES • Cultivate a positive, healthy, collaborative, and inclusive team culture in which Advocates understand and feel connected to the vital role they play in fulfilling the organization’s mission., • Adopt a commitment to ongoing professional growth and development, with particular attention to learning leadership, engagement, and motivation models that support vibrant work cultures where employees flourish., • Participate in agency-organized trainings for management skills development, as required., • Actively build healthy, generative working relationships with all members of the Program Services Department and other departments across the organization., • Coordinate with the Program Services team, including Advocates, Shift Support Specialists, Managers, Directors, and Chief Operations Officer, to identify and address program needs and goals. Collaborate across departments, as needed, to meet programmatic needs and achieve programmatic goals., • Schedule, supervise, and coach Hotline Advocates, ensuring Advocates are supported in excelling in their roles and providing quality, survivor-centered advocacy 24 hours per day, 365 days per year, including weekends and holidays., • Responsible for the accuracy of employee status changes, status records, approval of timesheets bi-weekly, and other documentation related to operations., • Hold monthly Collaborative Development meetings, as well as Annual Employee Engagement planning meetings, with each Advocate being supervised., • Conduct regular monitoring of phone, chat, and text interactions and offer feedback based on this monitoring during Collaborative Development meetings with Hotline Advocates., • Prepare and maintain documentation related to supervision and training activities, as required., • Participate regularly in weekly Program Services meetings and Hotline leadership team meetings., • Participates in on call rotation, answering questions, and providing after hours support via phone and chat to advocates., • Provide initial and ongoing training to Advocates in collaboration with the Training Department. Support professional development of Advocates by working collaboratively with Training and Program Services to identify, develop, and/or facilitate coaching and training opportunities., • Respond in a timely, generative manner to all correspondence, including internal and external emails, chat, and voicemails., • Respond to incoming Hotline calls, chats, and texts, when there is high call volume during critical need., • Provide support and leadership to Advocates navigating challenging contacts, when needed., • Work with Senior Managers and Vice President of Services to address personnel matters, including hiring, evaluation, staff development, and recommendations for promotion and/or dismissal in keeping with The Hotline’s Appreciative Inquiry Supervision Model., • Model the organization’s Shared Commitments and values through ethical communication and by being consistently caring and solution-oriented while striving for excellence in your own work and that of the Program Services Department., • Provide a trauma-informed and healing centered approach to leadership, understanding and being responsive to the nature of advocacy at The Hotline., • Proactively respond to challenges by thoughtfully leaning into opportunities to address and learn from difficult situations and/or conflict., • Develop an expertise in Appreciative Inquiry and, in particular, The Hotline’s Supervision Model, in order to model and consistently utilize Appreciative Inquiry and strengths-based supervision approaches to coach and support advocates optimally., • Bachelor’s degree in related field, • Two years of experience in direct services to victims of domestic violence or similar human services experience., • Leadership experience providing professional development or support, including coaching, mentoring, and training., • Ability to manage time and complete multiple activities., • Excellent stress and time management skills paired with initiative, flexibility, and creativity., • Knowledge of strengths-based approaches to supervision., • Familiarity with social justice frameworks and a commitment to being anti-oppressive while leading the cultivation of a culture of belonging for all team members, particularly those historically marginalized identities including people of color, disabled, and transgender and LGBT employees., • Ability to respond with empathy and compassion to victims in crisis situations, as well as with sensitivity to diverse cultural, ethnic, and social backgrounds, values, attitudes, and languages., • Commitment to the concept of local, community, volunteer-based delivery of human services by domestic violence shelters., • Demonstrated understanding of empowerment models of advocacy and commitment to The Hotline’s mission to shift power back to survivors of relationship abuse., • Proactive and strong attention to detail and superior written and verbal communication skills including ability to communicate effectively for presentation and written publication., • Knowledge of domestic violence issues including circumstances faced by those experiencing domestic violence, as well as social factors that contribute to the continuation of violence against marginalized individuals., • Critical thinker who looks for solutions to complex situations, utilizing relevant data, • Working knowledge of Windows Operating Systems and Microsoft Office applications., • Demonstrated ability to perform in a team environment, providing support and generative feedback., • A consistent positive solution-oriented response that includes communicating about challenges to the appropriate person in a constructive and productive manner., • This role is a primarily remote position in Austin, TX., • Must have a home workspace that is confidential, secure and free from distraction., • Must maintain a stable internet connection with at least 10 MBPS download and 2 MBPS upload speeds., • This position may be required to spend some time in-office., • Must maintain standards of confidentiality related to agency information., • Prolonged sitting or standing using keyboard, phone, and computer. This description only includes essential functions of the job. These statements are not intended to be construed as exhaustive of all duties, responsibilities, and skills required for this position. Employees will be required to follow and any other job-related instruction and to perform any other job-related duties required by the job objectives, supervisor, and mission and values of The Hotline. This description does not modify any employee’s at-will-status and is not a contract for continued employment of any duration.
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