Crisis Hotline Director

Hotline (Crisis) Director

Women Helping Women

In person, Downtown Cincinnati

Women Helping Women (WHW) serves survivors of gender-based violence, including domestic violence, sexual assault, and stalking, across Adams, Brown, Butler, Clermont, and Hamilton Counties. Founded in 1973, WHW has grown into a mission-driven nonprofit with over 100 staff members across multiple teams. Our mission is to prevent gender-based violence and to empower all survivors.

The Hotline Director provides leadership, oversight, and clinical guidance for WHW’s 24-hour crisis hotline and crisis response services. This role ensures high-quality, trauma-informed crisis intervention, survivor advocacy, and safety planning while supervising staff, maintaining community partnerships, and ensuring compliance with agency policies, funder requirements, and ethical standards. The Hotline Director balances direct crisis system oversight with administrative, supervisory, and leadership responsibilities, prioritizing survivor autonomy, informed choice, and equitable access to services.

Program Leadership & Oversight

• Oversee daily operations of the 24-hour crisis hotline and related crisis response services
• Ensure consistent, survivor-centered, trauma-informed crisis intervention and advocacy
• Monitor program coverage and respond to staffing or service gaps as needed
• Ensure compliance with WHW policies, Intervention Director SOP, confidentiality standards, and funder requirements
• Review and ensure timely, accurate, and confidential documentation and reporting

Supervision & Staff Development

• Recruit, hire, train, and supervise hotline supervisors, advocates, and support staff
• Provide regular supervision, coaching, and performance feedback
• Foster a collaborative, supportive, and accountable team culture
• Address performance concerns in coordination with Human Resources and leadership
• Support staff wellness and mitigate secondary trauma

Crisis Systems & Community Collaboration

• Maintain and strengthen relationships with hospitals, law enforcement, emergency responders, and community partners
• Serve as a point of contact for crisis system coordination and problem-solving
• Participate in community meetings, task forces, and system-level collaborations
• Represent WHW professionally in community and system settings

Quality Assurance & Data Management

• Monitor service delivery trends, outcomes, and data to support quality improvement
• Ensure timely submission of required reports and data
• Utilize data to inform program improvements and staff training needs

Leadership & Agency Engagement

• Participate in leadership meetings, planning initiatives, and agency-wide activities
• Collaborate with other Directors to support integrated service delivery
• Support implementation of agency priorities, values, and strategic goals

• Bachelor’s degree in social work, psychology, public health, or related field; or equivalent experience (5+ years in crisis response or gender-based violence services)
• Supervisory or leadership experience in social services, crisis response, or advocacy
• Strong written and verbal communication skills
• Strong computer skills, including proficiency with Microsoft Office, databases, and virtual communication platforms
• Valid driver’s license and reliable transportation for occasional in-person responsibilities

• Master’s degree in social work or related field
• Experience supervising crisis hotline or 24-hour response programs
• Familiarity with domestic violence, sexual assault, and stalking dynamics
• Experience working with co-occurring mental health and substance use concerns
• Fluency in a language other than English

• Crisis Leadership:
  Ability to oversee high-risk, time-sensitive crisis services with sound judgment
• Trauma-Informed Practice:
  Deep understanding of survivor-centered, nonjudgmental advocacy
• Supervision &
  
  Coaching:
  
  Skill in supporting staff growth, accountability and ethical practice
• Advocacy:
  Commitment to survivor autonomy, informed choice, and systems advocacy
• Confidentiality:
  Strong adherence to confidentiality,…