Supv Hotline Training

MAJOR RESPONSIBILITIES & DUTIES:

Oversees and supports safe and effective provision of services

• Requires employees to adhere to policies related to safety and boundaries with service recipients.

• Attends safety and abuse risk management training as assigned.

• Provides employees with ongoing supervision and education related to safety and abuse risk.

• Responds quickly and confidentially to reports of suspicious or inappropriate behavior.

• Follows mandated abuse reporting requirements.

Coordinates training and curriculum

• Coordinates training activities for the Boys Town Call Center.

• Facilitates and delivers training to new hires of the BTNH.

• Evaluates and updates current training material for BTNH counselors.

• Researches and recommends training tools and content for BTNH.

• Maintains training records for all BTNH personnel.

• Assists with the development of ongoing and advanced training curriculum.

• Assists in the review and maintenance of Hotline practices and procedures.

• Maintains procedural information to ensure staff have updated instructions for call handling and web contacts.

• Supervises and develops performance of Call Center employees.

• Monitors performance of assigned staff and reviews performance with the individuals as per departmental guidelines.

• Assists in hiring Hotline counselors.

• Maintains expert knowledge of call and web handling processes.

• Monitors shift coverage to meet specific service goals.

• Responds to consumer contacts during peak periods of understaffing or high volume.

• Communicates directly with internal and external consumers to ensure proper resolution of concerns and inquiries.

• Assists with the creation development and implementation of recognition and incentive programs to improve morale customer service performance and employee retention.

• Provides on call response to crisis counselors.

• Provides call center operation management including monitoring productivity and morale.

KNOWLEDGE SKILLS AND ABILITIES:

• Sound and confident decisionmaking skills in addressing crisis. Excellent critical thinking and problemsolving skills.

• High level of professionalism and interpersonal skills.

• Ability to communicate with individuals at all levels in the organization and with external contacts in an articulate professional manner while maintaining necessary degree of confidentiality.

• Ability to design and develop material for new training topics.

• Strong planning organizational presentation and facilitation skills.

• Strong relationship building and collaborative skills.

• Ability to work independently in a collaborative environment meet deadlines and multitask while maintaining quality standards.

• Computer skills in Microsoft Office.

• Ability to adapt responses to situations while maintaining procedural and regulatory integrity.

REQUIRED QUALIFICATIONS:

• Bachelors degree or equivalent combination of education and experience required.

• Supervisory experience required.

• Training experience required.

• Able to work flexible hours that facilitate employee supervision and training schedules including evenings and weekend hours required.

PREFERRED QUALIFICAITONS:

• Bachelors degree in a Human Services or Social Services field preferred.

• Minimum 1 year of experience in crisis intervention preferred.

• Experience in a crisis center setting preferred.

• Other Duties: This job description incorporates the essential functions and duties required for this position. However other duties may be required and assigned at times and as determined by a supervisor in order to meet the needs of the organization.

• Serves as a role model in carrying out activities and behaviors that reflect the values and principles of the Boys Town mission.

PHYSICAL REQUIREMENTS EQUIPMENT USAGE WORK ENVIRONMENT:

• Position is relatively sedentary in a normal office administrative environment involving minimum exposure to physical risks. Will use office equipment such as a computer/laptop monitor keyboard and a general workstation setup.

Diversity is more than a commitment at Boys Townit is the foundation of who we are and what we do.

At Boys Town we cultivate a culture of inclusion for all employees that respects their individual strengths views and experiences. We believe that our differences enable us to be a better team one that makes better decisions drives innovation and delivers better business results.

About Boys Town:

Boys Town has been changing the way America cares for children and families since 1917. With over a century of service our employees have helped us grow from a small boardinghouse in downtown Omaha Nebraska into one of the largest national child and family care organizations in the country. With the addition of Boys Town National Research Hospital in 1977 our services branched out into the health care and research fields offering even more career opportunities to those looking to make a real difference.

Our employees are our #1 supporters when it comes to achieving Boys Towns mission which is why we are proud of their commitment to making the world a better place for children families patients and communities. A unique feature for employees and their dependents enrolled in medical benefits are reduced to no cost visits for services performed by a Boys Town provider at a Boys Town location. Additional costs savings for the employee and their dependents are found in our pharmacy benefits with low to zerodollar copays on certain maintenance . Boys Town takes your mental health seriously with no cost mental health visits to an innetwork provider. We help our employees prepare for retirement with a generous match on their 401K or 401K Roth account. Additional benefits include tuition assistance parenting resources from our experts and professional development opportunities within the organization just to name a few. Working at Boys Town is more than just a job it is a way of life.

This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties skills or abilities required. Boys Town is an equal employment opportunity employer and participates in the EVerify program. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity and/or expression national origin age disability or veteran status. To request a disabilityrelated accommodation in the application process contact us at.