The Supervisor of the Hotline supervises and provides direct support to Hotline Counselors.
ESSENTIAL FUNCTIONS & DUTIES:
- 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.
- Serves as a role model in carrying out the Father Flanagans Boys Home mission.
- Directs all activities towards the fulfillment of the Boys Town mission
- Directs all actions to reflect the values and principles of Boys Town
- Establishes and maintains an environment that encourages teamwork, collaboration, and ethical behavior
- Maintains regular, reliable and predictable attendance
- Supports other members of the management team and their work
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.
EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS:
- Bachelors degree or equivalent, preferably in a Human Services or Social Services field.
- 2 years of experience including crisis intervention preferably in a call center setting; supervisory experience preferred.
- Must be able to work flexible hours to facilitate employee supervision.
About Boys Town Nebraska:
A National Historic Landmark since 1985, the Village of Boys Town is now the only National Historic Landmark District in Nebraska. At any given time, about 400 boys and girls live in the Village, receiving care and guidance for a wide range of behavioral, emotional and academic issues. When Father Edward J. Flanagan purchased the Overlook Farm in 1921, it became the new, permanent site of Boys Town. Over the decades that followed, schools, churches and homes were built, and tens of thousands of young lives were transformed.
Our employees are our #1 supporters when it comes to achieving Boys Towns mission, which is why we offer an array of competitive and attractive benefit options. Unique perks to Boys Town employees and their families include free visits to Boys Town Physicians, free prescriptions, tuition assistance, access to the campus Field House, parenting resources from our experts and advancement 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: May 24, 2022
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.