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SOH – Crisis Response Manager

JOB TITLE: Crisis Response Manager

Reports To: Director of Advocacy FLSA: Full-Time, Non-Exempt
Effective: October 6, 2021

SUMMARY:
This position is responsible for providing scheduling, functioning, and training support for all Signs of Hope’s Crisis Response services to include hotline and hospital accompaniment services. Current Signs of Hope Hotlines include Advocate Law Enforcement Response Team (ALERT) Human Trafficking 24/7 Hotline, Sexual Assault (SA) 24/7 Hotline, and Text/Chat
hotline. This position is also tasked with supervising a part-time, after-hours advocate and the volunteers serving the SA and Text/Chat hotline. The position will provide direct support to the text/chat hotline and support callouts when additional volunteers and staff are not able to cover. The Crisis Response Manager will also serve as administrative back-up on the Sexual Assault hotline in rotation with the Director of Advocacy and Executive Director. The position is responsible for additions and updates needed to be made to the Signs of Hope resource database, to ensure accurate and timely information is available to all staff and clients. Ensuring to manage data entry and back-end management of the iCarol system resource database.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following:

      • Assistance with overall crisis response to victims of sexual assault by phone and at the hospital
      • Coordinate, schedule and communicate with staff and volunteers on all three hotlines regarding shifts and assignments, ensuring coverage of all shifts
      • Provide coverage assistance on the SA hotline and text/chat hotline when volunteers and/or staff are unable to cover
      • Provide ongoing support and updates in iCarol database, including maintenance of user lists (additions/deletions of individuals) and set-up for volunteer and staff onboarding
      • Schedule and conduct phone and online practice sessions and shadowing for new volunteers and staff in coordination with Director of Advocacy
      • Complete inventory and stocking of emergency clothing and crisis response materials for all Signs of Hope programs (Sexual Assault and Human Trafficking)
      • Communicate inventory needs with Office Manager to ensure timely supply orders
      • Manage hotline functionality including coordination of backup responsibilities and functionality of Language Line services.
      • Perform ongoing quality assurance by reviewing incoming hospital and hotline intakes, assuring adherence to Signs of Hope procedures
      • Provide ongoing feedback to hotline volunteers regarding intakes, referrals, and utilization of iCarol and/or Azalea
      • Maintain regular communication with Signs of Hope staff and volunteers, SANE Nurse, and answering service
      • Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES:
Supervises the Part-Time, After-Hours advocate for the Sexual Assault (SA) hotline and assists in supervising and giving feedback and recognition to volunteers serving the (SA and Text/Chat) hotlines.

COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:

Intellectual
Analytical – Synthesizes complex or diverse information; Collects and researches data;
Uses intuition and experience to complement data;
Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Uses reason even when dealing with emotional topics.

Interpersonal
Client and Customer Service – Manages difficult or emotional client and customer situations; Responds promptly to needs of clients, advocates, and other staff; Completes follow-ups with clients after hospital accompaniment in a timely manner.
Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality;
Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
Oral and Written Communication – Able to communicate and understand written materials fluently in English; Responds well to questions; Participates in meetings. Is an excellent spokesperson and representative for the organization to the community; Asks supervisors and/or other approved subject matter experts for assistance when necessary;
Puts out excellent and error-free written work product; Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Communicates clearly with office-based advocates to assure optimum service and responsiveness to clients; Gives and welcomes feedback.

Self-Management
Planning/Organizing – Uses time efficiently; Develops realistic action plans.
Professionalism – Approaches others in a tactful manner; Reacts well under pressure;
Treats others with respect and consideration regardless of their status or position;
Accepts responsibility for own actions; Follows through on commitments.
Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Safety and Security – Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
Dependability – Consistently responds to calls immediately and responds to the hospital in a timely manner; Follows instructions, Responds to management direction; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Innovation – Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ interest.

QUALIFICATIONS:
To perform this job successfully, an individual must have the necessary knowledge, skills, and abilities. Must maintain and have available an active working phone and reliable transportation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:
Bachelor’s degree from an accredited four-year college or university in human services, social work, criminal justice, or related field strongly, a minimum of two years experience in victim services or volunteer management preferred, or equivalent combination of education and experience. Must be able to communicate fluently in English, ability to communicate fluently in Spanish is a plus. Those selected for the position will have to complete a 50-hour advocate training and participate in continuing education activities a minimum of 3 times per year.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to walk, stand, and sit; reach with hands/arms and talk/hear. Must be able to lift/move items of 10 pounds regularly, up to 20 pounds occasionally, and over 20 pounds rarely.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level and lighting in the work environment is usually moderate.

ACKNOWLEDGMENT:
My signature below acknowledges that I have read the above job description and agree that I can perform the responsibilities as presented. I understand this job description provides a general outline of job responsibilities and requirements and is not intended to be all-inclusive. I also understand that job responsibilities and requirements may change at any given time based on organization or departmental needs.

Please send resumes to: community@sohlv.org

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