Crisis Call Center Manager

Posted 2 months ago

Job Description:               Crisis Call Center Manager

Status:                               Full Time/Exempt

Reports To:                       Director of Programs

Position Summary

The Crisis Call Center Manager is responsible for overseeing and coordinating the daily operations of the crisis call center and its staff.  The Manager will create weekly schedules to ensure the desk is fully operational 24/7 while providing support & backup to the crisis call staff.  In partnership with the direct service team, the Crisis Call Center Manager will serve as a liaison between the crisis call center staff and all other direct service managers as well as the Director of Programs to ensure all survivors’ safety and needs are being fulfilled.

Primary Responsibilities

  • Maintains the 24/7 Crisis Call Center weekly schedule to ensure the Call Center continues to operate 24/7
  • Assists clients with immediate needs pertaining to safety, well-being, and basic necessities, using the following evidence-based models:
  • Trauma Informed Care
  • Crisis Intervention
  • Provides supervision and mentorship to Triage and Intake Specialists; Encourages professional growth and development among staff by:
  • Assisting in planning and implementing training for Triage and Intake Specialists to include  onboarding tasks, initial orientation, and ongoing staff development
  • Participating in weekly supervision with the Director of Programs, weekly team meetings, all-staff meetings, in-service trainings, and staff development projects
  • Recruiting, interviewing and hiring new Crisis Call staff
  • Coaching and counseling employees
  • Disciplinary action and related documentation
  • Conducting annual employee evaluations
  • Processing payroll timesheets bi-weekly
  • Serves as a backup manager for the 24/7 crisis call center, providing guidance and time-sensitive support during after-hour crises
  • Maintains grant compliance through data entry and report preparation
  • Performs other duties as assigned

Skills Needed

  • Desire to work with clients using a strength-based, empowerment approach
  • Understanding, experience and sensitivity in working with survivors who have experienced trauma, homelessness and the related psychosocial issues
  • Strong cultural competence, including ability to interact successfully with a diverse population
  • Commitment to non-violent and cooperative work environment
  • Commitment to quality and equitable treatment and service provision to all colleagues and clients regardless of race, ethnicity, sex, gender expression, religion, age or sexual orientation

Required Qualifications

  • Bachelor’s degree in social work, human services, psychology, sociology, business management, or related field
  • 3-5 years of experience working within a social service agency or experience managing a call center
  • Ability to provide leadership and coaching to a diverse team
  • Computer skills should include MS Office: Word, Excel, Power Point and Outlook – with strong data entry skills
  • Knowledge of Indiana social services, benefits, and programs
  • Experience with outcome-based program evaluation
  • Valid driver’s license
  • Ability to pass enhanced criminal background checks
  • Abilities in developing interpersonal relationships, communication, problem-solving, conflict resolution
  • Awareness and adherence to confidentiality and boundaries between agencies
  • Excellent verbal and written communication skills
  • Excellent organizational skills and attention to detail
  • Ability to function well in a high-paced and at times stressful environment.
  • Ability to evaluate situations and make appropriate decisions based on limited information and time constraints
  • Ability to prioritize and manage multiple tasks and be adaptable in an ever-changing environment
  • Attention to detail in record keeping, partner coordination, and documentation
  • Practice effective leadership skills while maintaining a positive outlook and attitude

Preferred Qualifications

  • Bilingual
  • Prior team leadership experience
  • Grant Writing/Reporting Experience
  • Experience with Efforts To Outcomes or comparable data tracking system
  • Knowledge of community resources

To Apply:             Send cover letter, resume and salary requirements to

Job Features

Job CategoryFull Time

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