Hotline Resources Manager

Manager of Hotline Resources

Full Time Days with flexibility for off shifts and weekends as needed

Lutheran Social Services of Central Ohio is currently seeking a Hotline Resources Manager for Choices.

CHOICES for Victims of Domestic Violence in Columbus, Ohio. LSS CHOICES for Victims of Domestic Violence has been the sole resource for victims seeking shelter in Franklin County for more than four decades, providing a Temporary Emergency Shelter, 24-Hour Crisis Hotline, DV Counseling, Legal Advocacy, Peer Support Groups and more.

The ideal candidate will share Our Mission : Creating a better world by serving people in need.

The Hotline Resources Manager is responsible for managing the Hotline Resource Specialists and serve as the manager on staff on night and weekend rotation. The Hotline Resource Manager will oversee staffing, compliance, policy, and procedures.

• This position will be crossed trained and proficient in shelter operations and will manage both areas during the weekly evening and assigned weekend shifts.
• Manage Choices Hotline Resource Specialists and ensure staff are following best practices.
• Conduct quality assurance reviews on hotline calls daily, addressing concerns observed and completing needed documentation to be submitted with monthly report to Director of Operations.
• Collaborate with Director of Shelter Services and Training Coordinator to become expert in utilized systems.
• Collaborate with 211 to become proficient as the in-house expert and trainer for the seamless integration of both systems. Providing all needed reporting.
• Participates in required checks and walk throughs with Shelter Advocates during evening and weekend shifts.
• Provide leadership, development, and work direction to the hotline resource specialists utilizing trauma informed supervision. This includes selecting, training, coaching, providing performance feedback, disciplining, and termination of employees as necessary.
• Organize and manage all records and rosters.
• Participate in On-Call rotation to ensure staff coverage and to provide staff with an available manager for questions.
• Ensure 24/7 coverage with appropriate staffing to meet call volume.
• Manage professional development needs of direct staff and ensure training is scheduled and time allocated for staff to attend.
• Maintain accurate, updated documentation on areas of responsibility and include in monthly report submitted to DOO by first of each month.
• Maintain flexibility with schedule to meet needs of CHOICES, to include one weekend a month.
• Support direct staff by committing to being present in the shelter a minimum of 70% of work hours.
• Monitors daily/hourly call volume, wait times, abandons and adjusts staff to maximize service.

Requirements for the Hotline Resources Manager with Lutheran Social Services:

• A bachelor's degree in business, social service administration, or related field with a minimum of 2 years management experience in a multi shift environment or
• Pursuing a bachelor's degree in relevant field with 2 years' experience in advocacy, and a minimum of 2 years management experience in a multi shift environment or
• HS diploma or GED with 2 years' experience in advocacy and a minimum of 4 years multi-shift environment management experience.
• Dedication to delivering high quality, ethical customer service.
• Management and Supervision of multi-shift 24/7 scheduling.
• Excellent oral and written communication skills and attention to detail
• Ability to effectively communicate with highly diverse populations
• Proficiency in Microsoft office suite
• Commitment and aptitude for working in a team environment
• Ability to function independently and possess flexibility and integrity when working with clients, personnel, community, and financial stakeholders.
• Valid Ohio driver's license, access to reliable insured transportation and ability to meet LSS insurance standards required

As one of the largest non-for-profits in Central Ohio, we value our employees. Our excellence is based upon team members dedicated to a fulfilling career and committed to the service of others.

Benefits for Full-time positions* with Lutheran Social Services include:

• Health insurance with 4-plan options!
• Tuition Reimbursement Program
• 403(b) retirement plan with employer matched savings
• Dental and Vision insurance
• Medical and Childcare Flexible Spending (FSA)
• Health Savings Account
• PTO and 12 Paid Holidays
• Discount Marketplace
• Opportunity to make a positive impact on individuals & the community

*some part-time positions may be eligible for some benefits as well

ABOUT Lutheran Social Services:

We put our Mission of Service into action. Every day LSS serves thousands of people in 27 Ohio counties by addressing the four core societal issues of food, shelter, safety, and healing . LSS offers Food Pantries, housing and supportive services through homeless shelters, domestic violence services, senior living and health care, affordable housing communities, and other services that uplift families and strengthen communities.

Lutheran Social Services of Central Ohio is committed to being an equal opportunity employer.