Bilingual Manager of Hotline & Crisis Intervention Services- Overnight/Weekends Shift 3

Job Details

Job Location
HAWC – Houston, TX

Position Type
Full Time

Education Level
4 Year Degree

Travel Percentage
Up to 25%

Job Shift

Job Category
Nonprofit – Social Services


Being the Bilingual Manager of Hotline & Crisis Intervention Services (Overnight/Weekends), provides supervision and leadership to the overnight Hotline, Chat Services, and Hospital Accompaniment team. This position is responsible for overseeing all program functions and client services including crisis intervention and emotional support to survivors of domestic and sexual violence through our 24-hour Crisis Hotline, Chat Services and Hospital Accompaniment Programs. In this role you will manage on-going and complex client cases and oversees delivery of client services.

Your Schedule:

  • Full Time
  • Thursday-Sunday 9:00 p.m. – 8:00 a.m.
  • Availability to work or be on-call overnight and weekends as needed
  • Work Model: hybrid
  • Local Travel:25%

Our Total Compensation Package:

  • Starting Salary Range: $59,818.10
  • Additional $2,000 annually shift differential
  • Pay schedule bi-monthly
  • Medical, Dental, Vision, Life and Disability Insurance Programs
  • Generous Paid time Off- 11 paid holidays per year, 3 personal holidays per year, 15 paid Vacation days per year, Approx 7 hours per month of accrued Sick days
  • 401K the agency matches 125% of employee contributions up to 4% of the annual salary of a full-time employee
  • Company paid Life Insurance
  • Company paid Long Term Disability
  • Employee Assistance Program

Imagine a place where your talent can make a meaningful difference in people’s lives. Working at Houston Area Women’s center gives you a rewarding experience in which our diverse team of employees work together as part of the empowerment of a survivor’s life and at the same time part of a much larger mission. We are committed to doing the work and challenging each other to be an organization in which everyone is respected and heard. Every day we continue to embed diversity, inclusion, belonging, and equity in everything we do as we provide service to survivors of domestic and sexual violence.


The Requirements We are Seeking:

  • You have at minimum a Bachelor’s Degree in Social Sciences, Psychology, Counseling, Sociology, Social Work, Criminal Justice
  • You have at minimum of five years of experience working within social services.
  • You have at minimum of three years of experience managing a team.
  • You have at minimum of two years of experience working with people in crisis or experience working as a counselor.
  • You are bilingual in both English and Spanish, able to read, write, and speak both fluently.
  • You have a valid Texas driver’s license with a good driving record; reliable transportation; ability to travel to off-site locations utilizing personal transportation.

What you Deliver in this role:

  • You evaluate and oversees operation of 24-hour domestic violence and rape crisis hotline and live chat services.
  • You provide supervision of Crisis Hotline and Crisis Chat counselors. Supports Hospital Accompaniment Crisis Counselors as needed.
  • You make program recommendations to program Director as needed.
  • You maintain accurate client records for monthly reports and meets all program deadlines. Works with Director to maintain compliance with all grant performance targets and reporting requirements. Prepares reports on a monthly basis and special reports as required.
  • You work in partnership with the Director of Quality Assurance to monitor program outcomes and create strategies to improve program performance and/or create new initiatives.
  • You develop and deliver training presentations related to Hotline and Chat Services and complete on-the-job coaching with new staff members.
  • You are responsible for all technical functions of the hotline such as phone system, database, phones, technology, and equipment.
  • You coordinate hotline and chat services coverage and scheduling to maintain the operation of hotline and chat services 24/7, acting as a back-up for direct client services as needed.
  • You provide crisis intervention and emotional support to survivors of domestic violence and sexual assault through our two 24-hour hospital accompaniment programs and crisis hotlines. Conducts dangers assessment and safety planning as needed.
  • You coordinate shelter placement within our shelter and other area shelters by conducting telephone assessment interviews and intake/exit procedures to incoming residents.
  • You manage Hotline, Chat and Hospital Accompaniment clients that require complex services over several shifts.
  • You supervise the transportation services for clients, using taxi and rideshare accounts.
  • You communicate with HAWC programs and departments to facilitate and coordinate client services.
  • You maintain current information on and acts as liaison with area service providers and hospitals. Cultivate existing relationships and develop new relationships with other domestic/sexual violence service providers and community partners with the goal to build strong working relationships and minimize gaps in services to better service survivors.
  • You adhere consistently to hotline and chat management guidelines and all call center policies and procedures. Serves as program technology safety planning expert by providing guidance in areas such as deactivating location settings on cell phones, social media platforms and spyware.
  • You trained as a HHSC/TANF domestic violence expert to grant a Good Cause recommendation and Address Confidentiality
  • You conduct monthly meetings with Crisis Hotline and Chat Counselors and at least one monthly meetings with Hospital Accompaniment team coordinated by Hospital Accompaniment Services Coordinator/Manager
  • You develop and deliver training presentations related to hotline and crisis intervention services, and complete on-the-job training and coaching with new staff members and volunteers.
  • You make CPS and APS reports as required and needed. Mandatory Reporting: report suspected and prior abuse/neglect to either Child Protective services or Adult Protective services when appropriate.
  • You serve as on-call Manager to attend to all situations that may arise after hours.
  • Other duties as assigned

What Skills and Assets you bring, and more:

  • Excellent attention to details
  • Demonstration of professional objectivity and appreciation for confidential information
  • Ability to follow instructions and to adhere to policies and procedures
  • Ability to prioritize tasks to meet individual and team deadlines
  • Has a growth mindset and is a good team player
  • Strong communication skills, both verbally and in writing.

When you work here at HAWC you make an impact not just in the lives of the survivors and the people you help, but also make an impact in our own lives and our community. We learn and grow with a purpose where we strive to work for a common cause, which is to end domestic and sexual violence for ALL.

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