Hotline Manager

Job Details

Job Location:

DALLAS, TX 75228

Position Type:
Full Time Education Level: 4 Year Degree Salary Range: $24.31 - $38.84 Hourly Travel Percentage:
Negligible Job Shift: Day Job Category:
Nonprofit - Social Services

The Family Place empowers survivors of family violence by providing safe housing, counseling, and skills that create independence while building community engagement and advocating for social change to stop family violence.

In this position as Hotline Manager, you will provide trauma-informed leadership to the hotline team that serves as the critical first point of contact for survivors reaching out for help in their most vulnerable moments. You'll recruit, train, supervise, and support Hotline Counselors and PRN staff, ensuring they deliver survivor-centered, ethically grounded services that promote safety, choice, dignity, respect, and empowerment.

Conduct routine call audits for training and quality assurance, monitor weekly hotline activity and performance indicators, and provide ongoing coaching that strengthens staff capacity and consistency. Manage 24/7 hotline operations including staff scheduling, PRN coordination, and operational continuity while ensuring accurate documentation, confidentiality, and compliance with agency policies and grant requirements. Develop and implement hotline policies and procedures, identify service gaps and improvement opportunities, address workplace conflict with respect and accountability, and participate in residential leadership on-call rotation to provide guidance during urgent situations.

If you have strong supervisory and crisis management skills, deep knowledge of domestic violence and trauma-informed practice, passion for supporting both survivors and frontline staff, and commitment to maintaining the highest standards of ethical, compassionate service, this is your opportunity to lead the team that answers survivors' calls for help 24/7.

• Provide direct supervision and trauma-informed leadership to Hotline Counselors and PRN hotline staff, including onboarding, training, coaching, work assignments, performance management, recognition, professional development, and corrective action in collaboration with the Senior Director of Residential Services and Chief Client Services Officer.
• Train and support volunteers and interns by providing knowledge, resources, coaching, and skill development necessary to effectively support survivors and hotline callers.
• Develop and maintain staff schedules and coordinate PRN coverage to support continuous 24/7 hotline operations.
• Address employee concerns and workplace conflict using a trauma-informed, respectful, and solution-focused approach while maintaining clear expectations and accountability.

• Conduct routine call audits and manage quality assurance activities to evaluate service quality, identify training needs, provide staff coaching, and ensure consistent trauma-informed practices.
• Monitor weekly hotline activity and performance indicators, including call volume, intakes, information and referrals, missed calls, and other service data to identify trends, service gaps, and opportunities for improvement.
• Ensure hotline services consistently reflect ethical standards, confidentiality, professional boundaries, and trauma-informed, survivor-centered practices that promote safety, choice, dignity, respect, and empowerment.
• Ensure shift responsibilities are completed accurately and timely and address operational concerns that may impact service delivery.

• Ensure timely, accurate, and professional documentation of hotline services and statistical information within the Apricot database in accordance with agency and grant requirements.
• Maintain accurate, timely, and confidential client records, documentation, and required statistical information.
• Ensure hotline screenings, documentation, and service records are accurate, professional, and maintained in accordance with agency standards, confidentiality requirements, and applicable grant requirements.

• Develop, review, and implement hotline policies, procedures, forms, and operational guidelines in collaboration with the Senior Director of Residential Services and ensure staff compliance.
• Identify operational needs and implement process improvements to strengthen hotline effectiveness,…