| 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.

Additional Duties on Overnight Shift:

Address client and house issues as they occurring during the overnight shift; perform duties in accordance with current Residential/Hotline procedures; participate in staff shift change; leave detailed taped shift report re: client issues after shift is completed.

Wake Residential clients at 6:45 a.m.

Create new client files and re-activate inactive files as needed; maintain organized filing system.

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 Director of Residential Services.

Weekday:

Clean, sanitize and sweep the Hotline area

Sweep staff hallway; Vacuum rugs as needed

Clean staff kitchen and staff lunchroom

Empty kitchen, bathroom and Hotline garbage cans

Clean main areas of shelter as well as bathrooms

Stock cleaning supplies

Clean and Sanitize Mahar and Administration Wing staff

Clean and Vacuum Board Room

(See overnight responsibilities checklist)

Weekend:

In addition to the above, clean and vacuum the Board Room