Supv Hotline Training

MAJOR RESPONSIBILITIES & DUTIES:

• 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 on-going 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 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 decision-making skills in addressing crisis. Excellent critical thinking and problem-solving 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 multi-task while maintaining quality standards.
• Computer skills in Microsoft Office.
• Ability to adapt responses to situations while maintaining procedural and regulatory integrity.

REQUIRED QUALIFICATIONS:

• Bachelor's 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.

• Bachelor's 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 set-up.

Diversity is more than a commitment at Boys Town-it 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 Town's 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 zero-dollar co-pays on certain maintenance drugs. Boys Town takes your mental health seriously with no cost mental health visits to an in-network 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 E-Verify 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 disability-related accommodation in the application process, contact us at 1-877-639-6003.