Lutheran Social Services of Central Ohio
Hotline Resources Manager
Lutheran Social Services of Central Ohio, Columbus, Ohio, United States, 43224
Overview
Join to apply for the
Hotline Resources Manager
role at
Lutheran Social Services of Central Ohio . CHOICES for Victims of Domestic Violence
in Columbus, Ohio is a program of
LSS CHOICES for Victims of Domestic Violence
that has provided shelter, a 24-hour crisis hotline, DV counseling, legal advocacy, peer support groups, and related services for more than four decades. The
Hotline Resources Manager
is responsible for managing the Hotline Resource Specialists and serving as the on-staff manager during night and weekend rotations. The role oversees staffing, compliance, policy, and procedures. Location: Columbus, Ohio. This position is full-time with days and flexibility for off shifts and weekends as needed. The ideal candidate will share Our Mission:
Creating a better world by serving people in need. Responsibilities
Manage Hotline Resource Specialists and provide supervision on night and weekend rotations; ensure coverage for 24/7 operations. Cross-train in shelter operations and manage both shelter and hotline areas during weekly evening and assigned weekend shifts. Ensure staff follow best practices and conduct quality assurance reviews on hotline calls; document findings for monthly reporting to the Director of Operations. Collaborate with the Director of Shelter Services and Training Coordinator to become expert in utilized systems. Coordinate with 211 to integrate systems and provide required reporting as the in-house expert and trainer. Participate in checks/walk-throughs with Shelter Advocates during evening and weekend shifts. Provide leadership and development for hotline staff using trauma-informed supervision; include performance feedback, coaching, and disciplinary actions as needed. Organize and manage all records and rosters; participate in on-call rotation to ensure staff coverage. Ensure 24/7 staffing to meet call volume; support staff development with scheduled training. Maintain up-to-date documentation and include it in the monthly report submitted to the Director of Operations by the first of each month. Maintain schedule flexibility to meet CHOICES needs, including one weekend per month; be present in the shelter at least 70% of work hours. Monitor daily/hourly call volume, wait times, and call abandonments; adjust staffing to maximize service. Qualifications
Bachelor’s degree in business, social service administration, or a related field with a minimum of 2 years of management experience in a multi-shift environment, or Current pursuit of a bachelor’s degree with 2 years’ advocacy experience and a minimum of 2 years management experience in a multi-shift environment, or High school diploma or GED with 2 years advocacy experience and a minimum of 4 years multi-shift environment management experience. Dedication to delivering high-quality, ethical customer service. Experience managing multi-shift 24/7 scheduling; strong oral and written communication skills. Ability to communicate effectively with diverse populations; proficiency in Microsoft Office. Ability to work independently with flexibility and integrity when engaging with clients, personnel, community, and financial stakeholders. Valid Ohio driver's license and access to reliable insured transportation; ability to meet LSS insurance standards. Benefits
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 and the community About Lutheran Social Services
We put our Mission of Service into action. LSS serves thousands of people in 27 Ohio counties by addressing food, shelter, safety, and healing through food pantries, housing and shelter services, domestic violence services, senior living, and other programs that uplift families and strengthen communities. Lutheran Social Services of Central Ohio is committed to being an equal opportunity employer. Salary: $48,000 - $55,000 per year
#J-18808-Ljbffr
Join to apply for the
Hotline Resources Manager
role at
Lutheran Social Services of Central Ohio . CHOICES for Victims of Domestic Violence
in Columbus, Ohio is a program of
LSS CHOICES for Victims of Domestic Violence
that has provided shelter, a 24-hour crisis hotline, DV counseling, legal advocacy, peer support groups, and related services for more than four decades. The
Hotline Resources Manager
is responsible for managing the Hotline Resource Specialists and serving as the on-staff manager during night and weekend rotations. The role oversees staffing, compliance, policy, and procedures. Location: Columbus, Ohio. This position is full-time with days and flexibility for off shifts and weekends as needed. The ideal candidate will share Our Mission:
Creating a better world by serving people in need. Responsibilities
Manage Hotline Resource Specialists and provide supervision on night and weekend rotations; ensure coverage for 24/7 operations. Cross-train in shelter operations and manage both shelter and hotline areas during weekly evening and assigned weekend shifts. Ensure staff follow best practices and conduct quality assurance reviews on hotline calls; document findings for monthly reporting to the Director of Operations. Collaborate with the Director of Shelter Services and Training Coordinator to become expert in utilized systems. Coordinate with 211 to integrate systems and provide required reporting as the in-house expert and trainer. Participate in checks/walk-throughs with Shelter Advocates during evening and weekend shifts. Provide leadership and development for hotline staff using trauma-informed supervision; include performance feedback, coaching, and disciplinary actions as needed. Organize and manage all records and rosters; participate in on-call rotation to ensure staff coverage. Ensure 24/7 staffing to meet call volume; support staff development with scheduled training. Maintain up-to-date documentation and include it in the monthly report submitted to the Director of Operations by the first of each month. Maintain schedule flexibility to meet CHOICES needs, including one weekend per month; be present in the shelter at least 70% of work hours. Monitor daily/hourly call volume, wait times, and call abandonments; adjust staffing to maximize service. Qualifications
Bachelor’s degree in business, social service administration, or a related field with a minimum of 2 years of management experience in a multi-shift environment, or Current pursuit of a bachelor’s degree with 2 years’ advocacy experience and a minimum of 2 years management experience in a multi-shift environment, or High school diploma or GED with 2 years advocacy experience and a minimum of 4 years multi-shift environment management experience. Dedication to delivering high-quality, ethical customer service. Experience managing multi-shift 24/7 scheduling; strong oral and written communication skills. Ability to communicate effectively with diverse populations; proficiency in Microsoft Office. Ability to work independently with flexibility and integrity when engaging with clients, personnel, community, and financial stakeholders. Valid Ohio driver's license and access to reliable insured transportation; ability to meet LSS insurance standards. Benefits
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 and the community About Lutheran Social Services
We put our Mission of Service into action. LSS serves thousands of people in 27 Ohio counties by addressing food, shelter, safety, and healing through food pantries, housing and shelter services, domestic violence services, senior living, and other programs that uplift families and strengthen communities. Lutheran Social Services of Central Ohio is committed to being an equal opportunity employer. Salary: $48,000 - $55,000 per year
#J-18808-Ljbffr