| Job Title: | Hotline Shift Leader | Program: | Emergency Services | Reports to: | Director of Victim Services | Schedule: | Varies | Classification: | P/T or F/T or On-Call, Non-Exempt | Grade: | 3 | Holiday Schedule: | Essential Staff | WFH Status: | E SUMMARY: Assists in the development and coordination of Hotline, monitors, supports and evaluates Hotline volunteers and supports Residential staff as needed. Manages various administrative, residential and donation functions in support of the agency. JOB SPECIFIC DUTIES AND RESPONSIBILITIES:1. Answer Hotline and administrative telephones; provide consistent and supportive crisis intervention; provide consistent and accurate referral services. 2. Provide attentive customer service and responsiveness to all callers. Respond to inquiries, phone calls, and email in a timely and responsive manner. 3. Complete agency intakes that are the responsibility of the Hotline; consult with approval staff re: Residential intakes; oversee and/or conduct check-ins. 4. Complete all paperwork in an accurate and efficient manner in accordance with current paperwork procedures. 5. Maintain a neat, clean and organized Hotline area i.e. clean and sanitize all telephones and tabletops before each shift; clean and sanitize file cabinets, furniture, bookcases, etc. as needed. 6. Maintain and replenish Hotline area supplies on a daily basis; maintain appropriate number of copies of paperwork in the hotline sorter bins; provide clerical support to the Hotline Coordinator. 7. Provide back-up support to Residential Manager for daily client and shelter needs. 8. Oversee and/or conducts emergency shelter check-ins. 9. Provide back-up for the shelter Food program meal counts. 10. Serve as back-up to Residential Managers as needed to obtain issued CCSS property (i.e. baby monitors, nebulizers) and to clean resident bedrooms upon check-out. 11. Assist and schedule the hands-on training of staff, volunteers and interns on hotline duties. 12. Provide Residential support and coverage as needed. 13. Participate in Hotline Meetings, Residential Services Department Meetings, supervision with the Director of Victim Services and other meetings and trainings as requested by supervisor. 14. Support and encourage Hotline volunteers; participate in evaluation of Hotline volunteers; maintain the integrity of the Hotline area. 15. Monitor volunteers re: · All agency intakes that are the responsibility of the Hotline;· Accuracy and appropriateness of daily documentation; · Changes in paperwork and CCSS procedures;· Appropriate and professional behavior and dress in the Hotline area; 16. Maintain daily filing in coordination with and in support of the Data Entry Clerk. 17. Accept in-kind donations and administer appropriate in-kind donation form. 18. Other duties as assigned. KEY PERFORMANCE INDICATORS | KPI | EVIDENCE | Answer hotline calls and provide consistent, supportive and responsive assistance to callers, including referrals when necessary | Hotline call logs completed fully and accurately, Lack of client complaints, Hotline call spreadsheet re: referrals provided | Complete agency intakes and oversee or complete check-ins for residential | Intakes are completed fully and accurately, Lack of client complaints | Maintain a neat, clean, professional, and well-stocked Hotline area | Hotline area is cleared of clutter and garbage, Staff are not congregating in the area, current forms and resources are well-stocked at all times | Monitor agency volunteers regarding their duties in the Hotline area- intakes, professional and responsive behavior, forms, and dress | Volunteers will be providing professional, responsive assistance to callers, Hotline call logs will be filled out completely and accurately, Lack of client complaints, Professional dress | Maintain daily filing | Daily filing will be completed by staff | Provide back-up support to residential managers | Conduct wand screenings, meal count support, room cleaning as necessary POSITION REQUIREMENTS | Education/Certification | Required | Preferred | AA degree or 2 years related experience | X | | Valid Driver’s License | X | | 40-Hour Domestic Violence Training | X | | | | | | | | Experience | Required | Preferred | 2 years related experience | X | | Experience working with DV Victims | | X | Strong organizational and personal work flow skills | X | | | | | | | ESSENTIAL JOB FUNCTIONSThis table directly refers to the frequency of which your job requires you to do on a daily basis. Note: These duties are site specific.

| Office Equipment | Rarely (R) | Occasionally (O) | Frequently (F) | Telephone | | | x | Computer | | | x | Fax Machine | | | x | Copier | | | x | Physical Demands | Rarely (R) | Occasionally (O) | Frequently (F) | Standing | | | x | Sitting | | | x | Lifting (Max 30 pounds) | | x | | Carrying | | x | | Walking | | | x | Driving | x | | | Working Conditions | Rarely (R) | Occasionally (O) | Frequently (F) | Indoor | | | x | Outdoor | x | | | Loud Noises | | x | | Fumes | x | | | Mental Demands | Rarely (R) | Occasionally (O) | Frequently (F) | Problem Solving | | | x | Make Decisions | | | x | Supervise (volunteers) | | | x | Interpret Data | | x | | Organize | | | x | Read/Write | | | x