Hotline and Advocacy Manager

The Manager is responsible for the overall operation and performance of the Hotline & Advocacy service area, including staff supervision, 24-hour crisis hotline operations and coverage, advocacy services, crisis response, staff training, quality assurance, client documentation, compliance, community collaboration, and achievement of program and grant objectives . Communicate openly and clearly, both orally and in writing, modeling leadership and team work; make logical decisions that are reflective of the philosophy, mission and management style of the agency and that benefit the shelter and/or the agency as a whole.

Job Title:  Hotline and Advocacy Manager	FLSA Status:  Exempt
Department: Client Services	Reports to:  Program Director
Effective Date:	Pay Rate: $50,000 – $55,000 year                   $24.04 – $26.44 hour

Position Overview
HOURS:  40-45 Hours weekly minimumor as necessary to achieve program objectives, tasks, activities, responsibilities and to effectively document outcome measures and variances.

SUMMARY DESCRIPTION OF POSITION: 
The Hotline & Advocacy Manager provides leadership and oversight of BATP’s Hotline and Advocacy services for victims and secondary victims of domestic violence and sexual assault. The Manager ensures survivors receive timely, trauma-informed, survivor-centered crisis intervention, advocacy, safety planning, information and referrals, and ongoing support.

The Manager is responsible for the overall operation and performance of the Hotline & Advocacy service area, including staff supervision, 24-hour crisis hotline operations and coverage, advocacy services, crisis response, staff training, quality assurance, client documentation, compliance, community collaboration, and achievement of program and grant objectives.
                       
ESSENTIAL FUNCTIONS:

• Provide direct supervision, coaching, training, and performance management to Hotline & Advocacy staff, volunteers, and interns.
• Manage the daily operations of Hotline & Advocacy services and ensure consistent, effective service delivery.
• Ensure appropriate staffing and coverage of BATP’s 24-hour Crisis Hotline, including coordinating schedules and addressing coverage needs.
• Monitor hotline calls, walk-ins, screenings, assessments, advocacy services, referrals, and follow-up to ensure clients receive timely and appropriate assistance.
• Provide hotline coverage, crisis intervention, and direct advocacy services as needed.
• Ensure victims and secondary victims of domestic violence and sexual assault receive appropriate services including crisis intervention, safety planning, legal advocacy, protective order assistance, Crime Victims’ Compensation assistance, VINE information, victim accompaniments, information and referrals, and follow-up services.
• Oversee and provide ongoing training to staff responsible for Hotline & Advocacy services.
• Regularly review hotline activity, client records, service documentation, and program data to evaluate quality, accuracy, compliance, and service effectiveness.
• Ensure client records meet BATP policies, confidentiality requirements, grant requirements, and applicable funding-source standards.
• Identify service gaps, performance concerns, and operational needs and implement improvements in consultation with the Program Director.
• Maintain current community resources and ensure staff provide accurate and appropriate referrals to clients.
• Establish and maintain collaborative relationships with law enforcement, hospitals, courts, schools, criminal justice agencies, victim-service providers, and other community partners.
• Participate in coalitions and community collaborations addressing domestic violence and sexual assault.
• Coordinate and/or facilitate client groups, educational classes, workshops, outreach activities, and professional trainings.
• Maintain knowledge of applicable grant objectives, program goals, performance measures, and reporting requirements.
• Monitor program activities and outcomes to ensure established targets and objectives are met.
• Consult with the Program Director regarding critical incidents, staffing concerns, program performance, service trends, needs, challenges, and successes.
• Participate in the agency’s on-call rotation and provide or coordinate accompaniments to hospitals, law enforcement agencies, courts, and other locations as required.
• Adhere to BATP’s Confidentiality Policy, Mission Statement, philosophy, policies, and procedures.
• Perform other related duties as assigned.

EDUCATION/OTHER SKILLS/ABILITIES/REQUIREMENTS

• Previous experience in managing people and programs
• 4 year degree with a minimum of 3 years related administrative/program experience, or a minimum of 6 years strong experience in a related environment  with demonstrated effectiveness
• Communicate openly and clearly, both orally and in writing, modeling leadership and team work; make logical decisions that are reflective of the philosophy, mission and management style of the agency and that benefit the shelter and/or the agency as a whole
• Manage multiple tasks and prioritize changing work and caseload.
• Solid networking skills and ability to form relationships
• Be knowledgeable of the dynamics of domestic violence, sexual assault, agency services and crisis management.

• Ability to lift/carry/move a minimum of 40 lbs for an extended distance
• Ability to work independently with little to no supervision
• Ability to be on location to on-call status areas within 45 minutes. 
• Must have a clean driving record and be insurable; Must have at least 2 years of verifiable driving experience

• Must provide proof of personal automobile insurance coverage as insurance renews

I have read and understand the essential job functions that have been outlined in the above job description for Bay Area Turning Point.
 

Bay Area Turning Point (BATP) believes that equal opportunity for all employees is important for the continuing success of our organization. In accordance with state and federal law, BATP will not discriminate against an employee or applicant for employment because of race, disability, color, creed, religion, sex, age, national origin, ancestry, citizenship, veteran status, or non-job related factors in hiring, promotion, demotion, training, benefits, transfers, layoffs, terminations, recommendations, rates of pay or other forms of compensation. Opportunity is provided to all employees based on qualifications and job requirements.

NOTE: It is the policy of BATP not to hire applicants who have received services from our agency within the previous 12 month period.

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