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Stand Up Colorado Helpline Manager

Job Description
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Front Range
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Job Description: 

The Helpline is a key call-to-action element of the new Stand Up Colorado statewide domestic violence prevention campaign. The mission of the Campaign is to prevent domestic violence by shaping an informed, zero-tolerance public attitude that inspires individual and community action. The intent is: Coloradan’s engage in building community intolerance of DV; persons who choose to abuse understand that abuse is not the norm, will not be tolerated and that the expectation is they seek help to change; and bystanders intervene when abuse occurs. Unlike other initiatives that put the burden for action on survivors, Colorado’s Campaign puts the responsibility on those who abuse, to end the violence. The Campaign is a project of CCADV in partnership with the Denver City Attorney’s office, and in collaboration with more than 30 DV organizations and others across Colorado. The Helpline is run and managed by TESSA.

The Helpline Manager provides call line services including crisis intervention, information, referrals, and support in connection with Stand Up Colorado. The Helpline is a resource for those who abuse, as well survivors and the general public. The Helpline Manager also provides training, support, and scheduling coordination for Helpline interns and volunteers. The Helpline Manager’s performance evaluation will incorporate the practice and promotion of TESSA’s core values, which include respect, teamwork, empowerment, and professionalism.

Areas of Responsibility

• 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

  • A degree in social work, counseling or equivalent preferred. Relevant combinations of education and experience may be considered.
  • Experience with domestic violence, sexual assault and/or other human service issues required.
  • Experience with call line preferred.
  • Experience supervising staff or volunteers preferred.
  • Available to work weekdays, weekends, and evenings (flexible).
  • Excellent organizational, communication (verbal and written), problem solving, listening and inter-personal skills.
  • Exceptional ability to work with executive leadership, accept direction, and communicate progress and issues up in a proactive, positive manner.
  • Ability to work well in stressful and emotionally taxing circumstances and engage in effective self-care.
  • Able to work toward the big picture while maintaining an eye for detail.
  • Able to independently use a computer for Word documents, spreadsheets, email, online research, social media, and data entry.
  • Possess vision and hearing sufficient to work on a computer, on the phone and in person
  • Ability to empathize, encourage and guide peers and team.
  • Valid driver's license and car insurance.
  • Must be willing to complete background checks.
  • Ability to read, write and speak English.
  • Fluency in Spanish and/or ASL preferred.
How To Apply

To Apply Please Visit
TESSA is an equal opportunity employer.
This position is open until filled. Review of resumes will begin March 3, 2017.

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