The Helpline Team Leader’s (HTL) primary focus is the integrity of the practice as implemented by all Helpline direct-service personnel in their interactions with callers, including interactions conducted via live chat and other media. As such, the HTL ensures practice integrity via regularly scheduled quality assurance checks and regular supervisory sessions. The HTL serves as the primary contact for all other Safe Horizon programs and external partners with which the Helpline interacts. The HTL works professionally with social media. The HTL supervises staff members using an anti-racist framework and coordinates service provision with a primary focus on the needs of young male survivors of color. In the absence of the director, the HTL on duty will assume the bulk of the director’s responsibilities.
Essential Job Functions:
- Supervise all direct-service staff with a particular focus on ensuring that interactions with clients are undertaken according to the agency’s client-centered approach.
- Provide coaching, guidance and supervision to direct reports to support their professional development and SARM (Safety Assessment Risk Management) skills and facilitate peer support
- Provide supervision to ensure adherence to the program’s trauma framework and anti-racism initiative.
- Provide supervision, per program’s supervision policy.
- Provide ad hoc supervision, including guidance in dealing with suicidality and mandated-reported issues.
- Work with director to develop and update staff training, as needed.
- Be a point of contact for all social service and criminal justice providers
- Address client complaints and issues identified by other Safe Horizon programs
- Interview prospective candidates for open positions, in collaboration with Helpline Director.
- Maintain regular communication with supervisees regarding information and updates pertaining to program practice and operations
- Manage staff performance and address existing challenges via the agency’s established performance management tools.
- Interact with clients via the Helpline’s media, as needed.
- Excellent supervisory skills.
- Coordinate the Helpline’s service provision that is geared towards young male crime victims of color.
- Demonstrated knowledge of social media platforms and eagerness to follow emerging social media trends
- Strong communication and organizational skills.
- Excellent interpersonal and presentation skills to communicate effectively with internal and external audiences.
- Computer literacy and analytical skills are required.
- Demonstrated knowledge of domestic violence and victimization issues.
- Strong crisis management skills.
- Demonstrated skills in crisis intervention, conflict resolution, and negotiation.
- Leadership ability and willingness to work with a team approach.
Bachelor’s degree in human services field or equivalent experience with at least 3 years of supervisory experience required. Master’s degree in human services field (e.g., counseling, psychology, social work or related field) with at least 1 year of supervisory experience preferred.) Previous experience working with crime victims preferred.
If hired, I agree to abide by all of Safe Horizon’s rules and regulations, and understand that, if employed, my employment may be terminated with or without cause, and with or without notice, at any time, at the option of either the company or me. I further understand that no representation, whether oral or written by any representative or agent of the organization, at any time, constitutes a contract of employmentAmeriCorps, Peace Corps and other national service alumni are encouraged to apply
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