• Responsible for the overall performance, evaluation and success of Hotline services.
• Collaborates with the Program Director and Executive Director in developing, establishing and evaluating progress toward strategic long- and short-term goals.
• Collaborates with the Stand Up Colorado Campaign Manager and volunteers in developing, operating and improving program delivery of the Helpline, including attending campaign meetings in Denver.
• Prioritizes program and operational initiatives to meet strategic goals and objectives.
• Ensure documentation of all Hotline calls in database application and client files.
• Provide staff, volunteer, and intern training and orientation to policies and procedures for Hotline.
• Scheduling coordination for volunteers and interns to cover Hotline.
• Provide ongoing support and training to staff, volunteers, and interns covering Hotline duties.
• Task supervise TESSA interns as assigned.
• Provide After-Hours Support (AHS) as assigned.
• Treat callers with respect, dignity, and empathy, including those callers who may use abusive behaviors in their relationships.
• Deliver programs and services in a manner that is respectful and sensitive to the client’s cultural experience.
• Keep all information confidential as directed by the client/caller without regard to whether the caller is the abuser or the abused in accordance with TESSA policy and Colorado law.
• Continually develop knowledge and expertise regarding domestic violence and sexual assault.
• Provide education and information to the client to support informed choices.
• Develop multicultural services, programming, and outreach as appropriate.
• Understand department objectives and how they relate to the goals of the agency.
• Prevent, identify, and remove discriminatory barriers in services provided.
• Document each caller/client contact per Hotline policy.
• Maintain client records in a timely and accurate manner including for anonymous callers.
• Communicate and follow up on necessary information.
• Collect client statistics for data analysis, program management, and grant reporting.
• Provide monthly reports to the Program Director, Executive Director and Stand Up Campaign Campaign Manager.
• Recognize that we hold attitudes and beliefs that can detrimentally influence our perceptions of and interactions with individuals who are diverse from ourselves.
• Recognize the importance of multicultural sensitivity, responsiveness to, knowledge of, and understanding about diversity.
• Apply the principles of multiculturalism and diversity in training and staff development.
• Apply culturally appropriate skills in all interactions with clients, co-workers, volunteers, partner agencies, and other community members.
• Use organizational change processes to support culturally informed organizational policies & procedures.
• Commit to TESSA’s organizational mission, vision, and operating philosophy.
• Attend staff and other relevant meetings, trainings, and inservices as assigned
• Provide monthly Afterhours Support (AHS), as assigned.
• Other duties and projects as requested by supervisor