Job Title: Florida Domestic Violence Hotline Supervisor
Reports to: Community Advocacy Manager
- Full Time: Monday – Thursday, 10 am – 9 pm
Qualifications and Skills:
- Bachelor's Degree in Social Services, Administration, or related field and 3 years comparable experience.
- Experience in supervising a crisis hotline or call center, knowledge of principles of management and supervision
- Computer proficiency
- In addition, candidates must possess a valid Florida driver’s license, safe driving record, and proof of automobile liability insurance
Salary Range: $42,000 annual
Workplace Location(s): Remote - Florida
Reporting to the Community Advocacy Manager, the FDVH Supervisor provides daily oversight of the FDVH Department operations and staff. This position also creates and administers operational procedures to ensure the effectiveness of the hotline and through evaluation, actively implements process improvements to raise and improve quality of service levels to include assessing staff’s skills to identify gaps and administer training. The Supervisor performs continual quality assurance methods of hotline services during all shifts to ensure consistency and level of services meet agency’s standards. This position is full-time which requires the ability to work a flexible schedule and on-call availability.
Key Responsibilities & Accountabilities:
Hotline Operation: Responsible for managing the staff's daily answering of the Florida Statewide Domestic Violence Hotline phone, text, and chat lines. The Florida Domestic Violence Hotline Supervisor will ensure FDVH staff are following operations procedures, adhering to assigned schedules and providing flexible support during assigned holidays and inclement weather to ensure the FDVH has 24/7 coverage.
Service Provision: The FDVH Supervisor is responsible for ensuring staff provide remote services including but not limited to crisis intervention, advocacy, safety planning, and resources and referrals to survivors, supporters, community members, and service providers that call the FDVH. The FDVH Supervisor ensures staff use critical thinking to assess and respond to the diverse needs of the service population and create individual safety plans. The FDVH Supervisor is responsible for ensure best practice models are followed by the team, including but not limited to remaining trauma informed and empowerment based.
Systems Collaboration: The FDVH Supervisor will facilitate FDVH Advocate capacity to liaise with survivors, their supporters, community partners, and professionals to serve survivors across the state of Florida while maintaining confidentiality. The FDVH Supervisor will directly provide enhanced advocacy and intervention on an as-needed basis to those contacting the Florida Statewide Domestic Hotline.
Shelter Census: Working with FDVH Advocates, the Supervisor is responsible for gathering a daily census of all emergency shelters in the state of Florida and relaying that information back to all the centers and others as needed.
Data Entry: Through quality assurance and monitoring, ensure FDVH Advocates are capturing and documenting all components of services provided in domestic violence center database.
Hotline Resources Knowledge: The FDVH Supervisor ensures FDVH Advocates maintain a strong knowledge of the 41 certified domestic violence centers, general knowledge of community programs and services across the state, and awareness of national-level resources. The FDVH Supervisor manages resource and referral guides used by the FDVH Advocates and ensures these are kept up-to-date and being built upon by advocates during down-time.
Training and Improvement: Working with FDVH's Trainer ensures that all FDVH Advocates are fully trained in accordance with agency standards, state and national regulations. Effectively assess new and existing staff skill, identify gaps, and recommend necessary training in collaboration with Community Advocacy Manager, Education and Prevention Team, and more.
Quality Assurance: Perform continual quality assurance of FDVH hotline call, text, and chat lines during all shift categories to ensure consistency and level of services provided to the community, review findings with Community Advocacy Manager on monthly and quarterly basis. Quality assurance should include but not be limited to one-on-one call coaching both announced and unannounced tests to review advocacy skills, and random quality assurance of all data collected. General data gathered and feedback is to be reviewed in Monthly Supervision meetings with staff, issues with service provision to be reviewed with Community Advocacy Manager and addressed immediately.
Completes other tasks as assigned.
Staff Management & Development:
- Provides staff a strong day-to-day leadership presence. Lead, coach, develop and retain high performance team with an emphasis on developing capacity in key areas, while establishing clear direction of responsibilities, objectives, and goals
- Sets example for performance excellence; influential and persuasive; excels for higher levels of performance; treats staff members, participants, business contacts and others with respect and dignity.
- Available and supportive of staff; effectively recruits, schedules, and develops and trains staff; prompt in completing employee appraisals. Works closely with employees in identifying training classes or educational needs that will increase the employee's capabilities for future growth.
- Assists the Community Advocacy Manager with department(s) budgets, grants, and projects effectively with emphasis on controlled expenses and budget restraints without sacrificing services or results. Monitors and evaluates results utilizing financial resources and advises Community Advocacy Manager
Planning & Goal Setting:
- Can effectively communicate organization's vision in alignment to strategic plan to team members. Sets and communicates goals and priorities; develops action plans. Manages staff and other resources and creates contingency plans as necessary. Practices sound project management, time management and stress management. Is very flexible and adapts to circumstances/change. Is able to effectively chart course of action during change and helps others on the team during the transition
Problem analysis and decision making:
- Identifies problems affecting the organization and/or departments; takes early corrective action to avoid problems; looks for way to generate new ideas and practical solutions; sets realistic goals, priorities, and schedules.
- Policies and Procedures: Coordinates with the Community Advocacy Manager to effectively assess the need for systems improvement identified; develop and administer operational procedures that support the FDVH Department's operations.
Additional requirements: Employee will be required to take the Florida Department of Children and Families Core Competency training and obtain a passing grade of 75% or higher.
To Apply: Send letter of interest & updated resume to:
- Use appropriate departmental hiring address from the selection below:
- Human Resources, email@example.com.
Women In Distress does not discriminate by reason of race, sex, color, age, national origin, religion, mental or physical ability, sexual orientation, gender identity, veteran or military reserve status, immigration status, or language spoken. All room assignments, activities, programs, etc. are provided in a non-discriminatory manner. Applicants with disabilities who may need accommodations are encouraged to contact Diane Smith, Human Resources Manager at 954-760-9800 ext. 1034 5 days prior to scheduled interview, so that reasonable accommodations may be coordinated.