Hotline Manager (52490)

OUR MISSION

The Family Place empowers survivors of family violence by providing safe housing, counseling, and skills that create independence while building community engagement and advocating for social change to stop family violence.

Position Summary:

In this position as Hotline Manager, you will provide trauma-informed leadership to the hotline team that serves as the critical first point of contact for survivors reaching out for help in their most vulnerable moments. 

You'll recruit, train, supervise, and support Hotline Counselors and PRN staff, ensuring they deliver survivor-centered, ethically grounded services that promote safety, choice, dignity, respect, and empowerment. Conduct routine call audits for training and quality assurance, monitor weekly hotline activity and performance indicators, and provide ongoing coaching that strengthens staff capacity and consistency. Manage 24/7 hotline operations including staff scheduling, PRN coordination, and operational continuity while ensuring accurate documentation, confidentiality, and compliance with agency policies and grant requirements. Develop and implement hotline policies and procedures, identify service gaps and improvement opportunities, address workplace conflict with respect and accountability, and participate in residential leadership on-call rotation to provide guidance during urgent situations. 

If you have strong supervisory and crisis management skills, deep knowledge of domestic violence and trauma-informed practice, passion for supporting both survivors and frontline staff, and commitment to maintaining the highest standards of ethical, compassionate service, this is your opportunity to lead the team that answers survivors' calls for help 24/7.

Key Responsibilities:

Staff Leadership & Development

• Provide direct supervision and trauma-informed leadership to Hotline Counselors and PRN hotline staff, including onboarding, training, coaching, work assignments, performance management, recognition, professional development, and corrective action in collaboration with the Senior Director of Residential Services and Chief Client Services Officer.
• Train and support volunteers and interns by providing knowledge, resources, coaching, and skill development necessary to effectively support survivors and hotline callers.
• Develop and maintain staff schedules and coordinate PRN coverage to support continuous 24/7 hotline operations.
• Address employee concerns and workplace conflict using a trauma-informed, respectful, and solution-focused approach while maintaining clear expectations and accountability.

Quality Assurance & Service Delivery

• Conduct routine call audits and manage quality assurance activities to evaluate service quality, identify training needs, provide staff coaching, and ensure consistent trauma-informed practices.
• Monitor weekly hotline activity and performance indicators, including call volume, intakes, information and referrals, missed calls, and other service data to identify trends, service gaps, and opportunities for improvement.
• Ensure hotline services consistently reflect ethical standards, confidentiality, professional boundaries, and trauma-informed, survivor-centered practices that promote safety, choice, dignity, respect, and empowerment.
• Ensure shift responsibilities are completed accurately and timely and address operational concerns that may impact service delivery.

Documentation, Compliance & Records Management

• Ensure timely, accurate, and professional documentation of hotline services and statistical information within the Apricot database in accordance with agency and grant requirements.
• Maintain accurate, timely, and confidential client records, documentation, and required statistical information.
• Ensure hotline screenings, documentation, and service records are accurate, professional, and maintained in accordance with agency standards, confidentiality requirements, and applicable grant requirements.

Policy, Procedures & Process Improvement

• Develop, review, and implement hotline policies, procedures, forms, and operational guidelines in collaboration with the Senior Director of Residential Services and ensure staff compliance.
• Identify operational needs and implement process improvements to strengthen hotline effectiveness, responsiveness, and service delivery.

Crisis Support & Advocacy

• Provide trauma-informed crisis intervention and emotional support to hotline callers using active listening, rapport building, risk assessment, and survivor-centered problem-solving.
• Provide appropriate resources, referrals, and individualized safety planning, including when emergency shelter placement is unavailable or not appropriate.
• Participate in the residential leadership on-call rotation and provide guidance and support during urgent or complex situations.
• Respond appropriately to crisis and emergencies while prioritizing safety, dignity, choice, and client needs.

Professional Development & Collaboration

• Participate in required meetings, trainings, and professional development activities and promote continuous learning among hotline staff.
• Maintain consistent and collaborative communication with shelter staff, participants, supervisors, and other departments to support effective daily operations and quality, trauma-informed services.
• Build and maintain professional relationships with vendors, contractors, service providers, and community partners to support participant needs and program operations.

Other Duties:

• Performs other job-related duties as assigned. 

• Bachelor’s Degree from an accredited university in social work, mental health, or related field.
• OR an Associate Degree with the required knowledge, skills, abilities, and work experience in domestic violence and sexual assault.  One to three years supervising staff, volunteers, or interns.

Licenses and Certifications:

• Valid Texas Driver’s License

Knowledge, Skills, and Abilities:

• Proficiency with technology, especially computers, software applications, and phone systems.  
• Exceptional verbal and written communication skills.
• Ability to teach, coach, train, and motivate employees and evaluate their performance.
• Excellent problem-solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
• Knowledge and experience working with victims of domestic violence.
• Ability to prioritize and self-motivate to accomplish job goals.
• Ability to perform work efficiently and effectively under stressful situations.
• Excellent leadership, organizational, interpersonal, and communication skills (written and oral) are required.
• Ability to build strong teams to meet performance goals.
• Able to manage multiple projects; able to determine project urgency in a practical way.

Mental and Physical Duties:

Duties are usually performed seated with occasional periods of standing or walking. Limited physical effort is required associated with lifting and carrying objects (less than 25 lbs).

Working Conditions:

Work may be performed, but is not limited to an office environment. Ability to work some weekends and evening hours for special projects. 

Essential Personnel Designation: Essential

Essential employees are required to report for all scheduled hours regardless of inclement weather, holidays, or facility closures unless explicitly notified otherwise by leadership. This includes all employees assigned to shelter locations or designated as residential staff. Essential employees who work when other operations are closed due to inclement weather will receive time-and-a-half pay. Refer to The Family Place Inclement Weather Policy for complete details.

More About US:

At The Family Place, we embrace and live our values: TEAM

• Together: We believe that collaboration is key to our success. Foster a supportive environment, build trust, act with integrity, and expect transparent communication.
• Excellence: We are known for our compassion and commitment to excellence, acting with urgency, and advocating for our clients and community.
• Accountable: Responsible for our actions and decisions. We accept responsibility rather than blame others. Builds relationships to drive results.
• Mission-Focused: Clients come first. Service is our passion, experienced with empathy and compassion.

What We Offer:

• Competitive salary
• Health, dental, and vision insurance
• Short-Term and Long-Term Disability 
• Multiple Life, AD&D, and Hospitalization in life insurance options
• Retirement options through: 403b, agency matching, and HSA accounts
• Generous paid time off and holidays
• Professional development opportunities
• Benefits referenced above for Full-Time employees

This job description is not intended to be all-inclusive. The Family Place reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment. Employment at will.