Hotline Services Manager

Position Overview

Shalom Task Force seeks a professional to serve as Hotline Services Manager. This newly created role will support the day-to-day management of STF’s confidential Hotline and Chatline and serve as a key link between the Director of Hotline Services, Hotline Specialists, interns, and STF’s approximately 70 volunteer advocates.

The Hotline Services Manager will take a leadership role in the daily operations of the department, including volunteer support and supervision, scheduling and service coverage, advocate training, call and chat review, quality assurance, referral management, and hotline systems. The Manager will also provide direct crisis support when needed and help ensure that volunteers have the guidance, resources, and feedback necessary to provide consistent, survivor-centered services.

Working closely with the Director of Hotline Services, the Manager will help translate department policies and priorities into day-to-day practice while identifying operational needs, volunteer trends, and opportunities to strengthen service delivery.

Key Responsibilities

Hotline & Chatline Operations

Support the daily operation of STF’s Hotline and Chatline, helping ensure consistent, high-quality, survivor-centered services.

Coordinate volunteer advocate scheduling and coverage across hotline and chatline shifts.

Monitor coverage needs and troubleshoot scheduling gaps in collaboration with Hotline Specialists and the Director of Hotline Services.

Provide regular Hotline and Chatline coverage and step in to support service needs as necessary.

Volunteer Support, Supervision & Quality Assurance

Serve as a point of support and consultation for volunteer advocates during Hotline and Chatline shifts.

Provide individual and group supervision and support to volunteer advocates within the scope of the role.

Review call and chat documentation regularly to assess service quality, identify trends, and provide timely and constructive feedback.

Support implementation of department policies and protocols and help ensure consistency across the volunteer team.

Identify recurring questions, challenges, or training needs emerging from calls and chats and communicate them to the Director.

Training & Volunteer Development

Assist with recruitment, onboarding, and training of new Hotline and Chatline volunteer advocates.

Coordinate components of new advocate training in collaboration with the Director of Hotline Services and other trainers.

Help plan and implement ongoing in-service trainings, supervision sessions, and professional-development opportunities for current volunteers.

Identify volunteer learning needs based on call reviews, consultations, service trends, and advocate feedback.

Develop and update training resources, guidance documents, and volunteer communications.

Support evaluation of volunteer readiness and ongoing performance.

Referral & Resource Management

Oversee the ongoing maintenance of the Hotline referral database and resource directory.

Help ensure referral information is current, appropriate, and responsive to the needs of callers and chatters.

Develop familiarity with community-based, domestic violence, mental health, legal, social service, shelter, and other relevant resources.

Work with the Director to identify gaps in the referral network and develop or strengthen relationships with appropriate providers.

Support Hotline Specialists and volunteers in navigating complex referral needs.

Collaboration & Professional Development

Collaborate with STF’s Legal, Education, and other departments to support coordinated services and appropriate internal referrals.

Participate in relevant community, professional, and agency meetings as assigned.

Attend trainings, webinars, and workshops to remain current on domestic violence, crisis intervention, safety planning, trauma-informed care, and survivor-centered practice.

Assist with special Hotline initiatives and projects as the department grows.

Qualifications & Requirements

Master’s degree in Social Work, Psychology, Counseling, or a closely related field.

Approximately 3–5 years of relevant post-master’s experience in domestic violence services, victim services, hotline/crisis services, social services, case management, or a related field.

Strong understanding of domestic abuse and coercive control dynamics and survivor-centered, trauma-informed practice.

Excellent interpersonal and communication skills, including the ability to provide constructive feedback and navigate sensitive situations.

Strong organizational skills and demonstrated ability to manage multiple responsibilities and competing priorities.

Familiarity with Jewish communal life and Jewish culture.

Ability to work independently while functioning collaboratively within a team.

Preferred Qualifications

SIFI certification or eligibility to obtain SIFI certification.

Experience working specifically with domestic violence survivors or within a domestic violence hotline program.

Experience supervising volunteers or graduate-level interns.

Experience with Salesforce.

Experience developing or facilitating professional or volunteer training.

Bilingual proficiency in Hebrew, Yiddish, Spanish, and/or Russian.

Familiarity with community-based referral systems and resources.