Hotline & Intake Manager

Job Description

Job Description

Women Against Abuse (WAA), a 501(c)3 nonprofit agency, is Philadelphia’s leading domestic violence advocate and service provider and among the largest domestic violence agencies in the country. The mission of WAA is to provide quality, compassionate and nonjudgmental services in a manner that fosters self-respect and independence in persons experiencing intimate partner violence and to lead the struggle to end domestic violence through advocacy and community education. With over 150 staff, WAA serves over 10,000 individuals each year through our direct services, education, advocacy and outreach (2 - 100 bed safe havens, 14 transitional housing apartments, aftercare community-based case management services, legal services, hotline counseling, prevention & education, and advocacy).

The mission of WAA is to provide quality, compassionate and non-judgmental services in a manner that fosters self-respect and independence in persons experiencing intimate partner violence through advocacy and community education. WAA’s Core Values are Safety, Empowerment, Strength, Hope, Respect, and Integrity and we are committed to a work environment built on honesty, transparency, teamwork, accountability, and a high level of professionalism.

Responsibilities

The main role of our DV Hotline & Intake Services Manager is to supervise the WAA Hotline & Intake staff (24 / 7 department) providing high quality and trauma informed client services (safety planning, resources, referrals, safe haven intake), maintaining client records in accordance with Agency standards. In addition, they will serve as a liaison managing a coordinated effort between WAA, the Philadelphia Domestic Violence Hotline Collaborative (PDVH), the Philadelphia Office of Domestic Violence Strategies (ODVS), local hospital emergency rooms, Health & Human Service providers and other local & government agencies including the FBI’s Human Trafficking division providing technical assistance and providing or recommending training needs.

Additional responsibilities include but are not limited to :

• Regularly reviewing data & reporting, addressing and adjusting as needed
• Working with WAA Agency staff and PDVH to create on-going trainings & related materials
• Supporting the Evaluation & Learning Team on the quarterly ODVS reporting review and finalization
• Participating as a guest speaker in the Agency domestic violence advocate training (JARS), as needed
• Providing on-call coverage for the Residential Sites and Hotline
• Assisting clients and other staff in establishing and maintaining a safe and supportive community environment
• Working collaboratively with the Director of Facilities and Maintenance Supervisor to ensure rooms are turned over in a timely manner

All responsibilities are implemented according to our mission and values and according to Agency standards, including Trauma Informed Services & Practices.

Requirements

Master’s Degree in Social Work, Psychology or related field OR an equivalent combination of education and experience

A minimum of two (2) years of supervisory experience

A minimum of two (2) years of case management, behavioral health or related experience

A minimum of one (1) year of residential services experience and at least one (1) year experience in crisis intervention or emergency shelter

Demonstrated effectiveness in crisis intervention

Demonstrated commitment to service of others

Demonstrated proficiency in communication, both verbal and in writing

Demonstrated proficient computer skills including Microsoft Office (Excel, Outlook, Word, etc.)

Knowledge and demonstrated ability to work effectively with a diverse population

Demonstrated ability to work effectively as a team member

Preferred Qualifications

Experience with Domestic violence advocacy and issues

Demonstrated ability to effectively represent an advocacy agency or function

Experience working in an urban setting

Bilingualism or conversational in a language in addition to English

Current Openings :

Location : Philadelphia, PA

Pay Rate & Benefits :

$53,000 - $60,800 Based on years of experience, PLUS a generous and competitive Benefits Package :

Health Insurance - Medical / Vision, Dental Health Insurance ( No Deductibles ); PTO - Vacation, Holiday, Sick & Personal; Annual Increases / Years of Service Recognition increases ( every 2 years of continuous service ); EAP - Employee Assistance Program ( self and household members ) & more.

We are an equal opportunity employer and are dedicated to promoting diversity and inclusion in the workplace. We strongly encourage candidates of color, LGBTQ communities, veterans, and people with disabilities to apply

Monday – Friday (1 day working 1p – 9p) and rotational on call