Job Title: Hotline Specialist B FLSA Status: Non-Exempt
Department: Client Services
Reports to: Hotline Services Manager
Effective Date: 1/23/2024
Pay Rate: $37,200 per year ($17.88 per hour)
Position Overview: Hotline Specialist B is responsible for providing direct support to victims of domestic and sexual violence. They will provide front desk coverage by answering the agency's 24-hour Domestic Violence and Sexual Violence Hotline, greeting guests, and receiving and handling community donations.
HOURS: 40 hours weekly minimum or as necessary to achieve program objectives, responsibilities, and tasks. Work Schedule to include: Monday 10:30 AM- 7:30 PM, Tuesday- Thursday 8:30 AM-5:30 PM; Hour lunch 11:30 AM – 12:30 PM, Friday 8:30 AM- 3:30 PM.
On average, time spent will be 90% (36 hours) on crisis intervention and related tasks for Domestic Violence victims and 10% (4 hours) on crisis intervention and related tasks for Sexual Assault victims (OAG grant-funded time).
Essential Duties and Responsibilities: Provide front desk coverage, including answering the business line, greeting guests, accepting donations, scheduling advocacy appointments, and handling hotline calls. Enter hotline data into the agency's service database (OSNIUM). Assist the compliance department with data entry of hotlines completed by staff and volunteers. Complete face-to-face walk-in hotlines. Inquire and report all allegations of child or elderly abuse to the Texas Department of Family and Protective Services. Maintain client confidentiality. Ensure timely and accurate appointment scheduling for advocates. Provide guidance to agency hotline and receptionist volunteers. Assist with hotline training, both classroom and hands-on. Provide the supervisor with trends, common errors, and suggestions to ensure effective service delivery via the hotline. Assist in performing other clerical tasks as assigned. Attend agency staff meetings as requested. Communicate urgent concerns to the supervisor immediately. Other duties as assigned. Qualifications: Entry-level position, no additional required. Education and Other Requirements: Minimum of 2 years' experience in customer service and administrative functions. Must pass a criminal background check, motor vehicle report, and reference checks. Must have a clean driving record/automobile insurance coverage/be insurable/have at least three years of verifiable driving experience. Ability to lift/carry/move a minimum of 40 lbs. for an extended distance. Job-Specific Competencies: Computer knowledge of programs including Microsoft Office Suite. Ability to demonstrate critical thinking skills to assist with in-the-moment issues or crises. Sensitivity regarding the issues of family violence and sexual assault. Bay Area Turning Point (BATP) believes that equal opportunity for all employees is important for the continuing success of our organization. In accordance with state and federal law, BATP will not discriminate against an employee or applicant for employment because of race, disability, color, creed, religion, sex, age, national origin, ancestry, citizenship, veteran status, or non-job related factors in hiring, promotion, demotion, training, benefits, transfers, layoffs, terminations, recommendations, rates of pay or other forms of compensation. Opportunity is provided to all employees based on qualifications and job requirements.
NOTE: It is the policy of BATP not to hire applicants who have received services from our agency within the previous 12 month period.
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