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Bilingual Hotline Shift Supervisor


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What we do

Since 1973, the Boston Area Rape Crisis Center (BARCC) has been a leader in the movement to end sexual violence. BARCC empowers survivors of sexual violence to heal and provides education and advocacy for the social change needed to create cultures that prevent sexual violence. We rely on our dedicated, brilliant staff to do this important work, and our team is growing!

The role

Our Hotline team is looking for a new full-time Hotline Shift Supervisor. Youll work closely with our Bilingual Hotline Counselor, Senior Hotline Coordinator, volunteers, and our client services team to provide seamless delivery of our 24-7 hotline services and further BARCCs mission of ending sexual violence through healing and social change. Our hotline receives approximately 4,000 calls per year, answered by 75+ volunteers. This role will be the third layer of support in answering voice calls and, once our web chat services are fully operational, the second layer of support for web chats.

Where and when youll work

BARCC's staff, operations, hours, and location vary by function, type of work, and work style. You'll primarily work from out Waltham office, located on Crescent St., with weekly travel to our Boston office, located at 989 Commonwealth Ave., and monthly travel to our Cambridge office, located at 99 Bishop Allen Drive. BARCC is open to discussing options such as occasional remote work.
This is a 40-hour, full-time position. You can expect to be on call for 36 hours per week. The schedule for this role is listed below. This schedule reflects the first 12 months and may change in the future.
Shift hours: Thursdays to Sundays 3:00 p.m. to 12:00 a.m.

What youll do

Remain awake during shift.
Respond to all passed or overflow calls/web chats within 10 minutes during shift.
Navigate issues with voice answering service, web chat, database, and volunteers, ensuring effective operations of the system during your shift.
Provide ongoing support and training to volunteers, including check-ins and refreshers to continue volunteer skill development and improvement.
Provide supervision and assistance to hotline volunteers, including those who reach out for support and those who do not respond to calls.
Answer questions and provide knowledgeable information about BARCCs other services.
Provide administrative support for hotline, including reviewing volunteer data collection and reports, schedule changes, and updating records.
Complete daily shift reports, communicating issues, concerns, and recommendations.
Attend regular Hotline team, staff, and collaboration meetings.
Be an ambassador of the organization, reflecting the values of teamwork, collaboration, inclusivity, and mutual respect.
Collaborate on other projects as needed.

Youll bring

1+ year(s) of crisis hotline support services, both voice and text-based will be most helpful.
Experience working directly with clients in related fields, such as sexual and/or intimate partner violence, reproductive health, teen dating violence, suicide prevention, shelter access.
Successful supervision and/or volunteer experience.
Experience with database and/or web chat platform preferred, such as Salesforce and iCarol.
Ability to communicate effectively, both verbal and written, and comfortable speaking on the phone and through written text.
Spanish proficiency (verbal and written) required.

What we offer

The opportunity to make meaningful change and improve the lives of others through mission-driven work, at all levels of the organization.
The most compassionate, supportive, and fun-loving colleagues aroundwho will shower you with warm welcomes, funny memes, and regular shout-outs for your contributions.
An investment in your health, well-being, and professional development through competitive benefit offerings, generous time off policies, dedication to mental health and proactively managing vicarious trauma, and professional development funds and opportunities.

Starting salary range and benefits

$39,000$44,000, depending on experience, language capacity, and skills. The total compensation package includes a generous benefits package, including health, dental, vacation, sick time, and other coverage options.

Hiring process and timeline

Please submit via our online application system your resume and cover letter stating your interest and related experience to be considered for this position. Youll also be asked to identify your schedule availability. No phone calls please. We are accepting initial applications through September 28th, 2018, but the opportunity will remain open until we find the best fit possible. The full hiring process will include a phone-screen interview, first-round in-person interview, a skills assessment, and final team interview. Reasonable accommodation provided upon request.

About us

At BARCC, we dont just accept differencewe celebrate it and are always building a more inclusive and diverse work environment.
BARCC strives to represent the communities we serve. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other status protected by applicable law.

For more information about BARCC, please visit barcc.org.
Job Type: Full-time
Salary: $39,000.00 to $44,000.00 /year

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