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Director National Hotline

Boys Town locationOmaha, NE
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117 positions
117 positions
info linkReport a probelm Originally Posted : September 04, 2021 | Expires : October 4, 2021


Job Location
Omaha, NE, United States


Business: Boys Town

Job Summary:As the Director of the National Hotline at Boys Town, you have the opportunity to make an impact in the community and nationally. Lead a team of passionate staff who strive to make a difference by helping people who are in crisis. Boys Town National Hotline is a 24/7 crisis line; with a primary focus to de-escalate crisis situations presented via phone, chat, text and email. The hotline calls can be the difference between utter despair and a glimmer of hope. Hope is exactly what thousands of people each year find when they call the Boys Town National Hotline. The crisis counselor team makes an impact by addressing issues ranging from bullying, family/parenting difficulties to substance abuse and suicidal thoughts.


Manages contact center operations and staff.

  • Hires, manages, and evaluates staff; develops and coaches direct reports.
  • Maintains contact center's reputation as a robust resource in crisis services/suicide prevention and family services.
  • Ensures the highest possible service level to contacts in crisis and/or seeking assistance with a wide range of problems.
  • Develops and maintains budget by monitoring costs to meet financial goals of the contact center.
  • Ensures effective contact center operations through analysis of workflow patterns, establishing performance standards, delineation of duties, monitoring staffing levels, and supervision.
  • Directs staff and technical resources toward the successful achievement of required service levels, contact response efficiency, and objectives relating to securing and maintaining outside service contracts.
  • Monitor performance indicators routinely to improve service and skills of staff, reduce risk, and mitigate negative outcomes.
  • Maintains external endorsements/accreditations and adheres to compliance standards.

Maintains existing contracts and seeks opportunities for contact center expansions.

  • Represents the Hotline in stakeholder meetings related to youth safety and mental health.
  • Manages and monitors numerous contracts with external non-profit, for-profit, and government agencies.
  • Communicates and negotiates with internal consumers to provide mission-related services.
  • Works with Development and Marketing staff to pursue funding opportunities.
  • Works with Development and Marketing staff to pursue funding opportunities.
  • Work with development and marketing department with the pursuit of increasing contacts for the Hotline including participating in developing marketing plans and coordinating the assignment of activities.
  • Develops and maintains relationships with external consumer groups and organizations that use or may have the potential for using Hotline services.
  • Responds to requests for information and makes public appearances or designates personnel to attend public appearances related to the Hotline.
  • Publicly advocates for quality mental health services for families and young people.

Serves as a role model in carrying out the Father Flanagans Boys Home mission.

Required Qualifications:

  • Bachelors degree in Business, Social Sciences, Education, Social Work, or equivalent; Master's degree in human services field preferred.
  • At least 5 years of experience including management in a call center or crisis center environment required.
  • Experience in Youth Care and/or Suicide Prevention preferred.
  • Proficiency in and experience working with multiple telephony systems (i.e. Cisco, Genesys, Avaya) CRM and Quality Monitoring platforms; including creating and managing multiple queues and working with technical resources to customize platforms.
  • Proficiency in and experience managing contact center volume forecast models and staff scheduling in a multi skilled environment as well as call center activity.
  • Knowledge of and experience in of crisis services, youth and family services, non-profit organizations and government agencies related to human services.
  • Knowledge of strategic planning, resource allocation, leadership technique, and coordination of people and resources in a non-profit organization.
  • Ability to represent the contact center in contract negotiations, board meetings, fundraising events, and partnership meetings.

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 Towns mission, which is why we are proud of their commitment to making the world a better place for children, families, patients, and communities. Unique perks to Boys Town employees and their families include free visits to Boys Town physicians and free prescriptions under the Boys Town Medical Plan, 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.

Date Posted: September 4, 2021

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.

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