Hotline Manager

Hotline Manager

Hotline Manager

  • Full Time
  • Mid-Level
  • Applications have closed
Job Category: Programs/Services
Location: Manhattan
Job Sectors: Human Services

Position: Manager

Department: Hotline

Location: Bronx (Mostly Remote)

Reports To: Associate Director of Residential Services

Classification: Full Time– Exempt

Work Model: Mostly Remote


The Violence Intervention Program (VIP) is the only culturally specific non-profit organization in New York City serving Latinx survivors of domestic and sexual violence, the vast majority of whom are immigrants. Created as a grassroots response to intimate partner violence and sexual assault, VIP has always centered survivors in its leadership and has worked to create a community of staff that reflects the rich national, ethnic and racial diversity of the communities it serves. VIP operates three community-based social service programs, two residential shelter and housing programs, a 24/7 hotline, innovative economic justice and sexual violence programs, and a robust community engagement team.


VIP’s Hotline is the only live-operated bilingual (English/Spanish) 24-hour hotline in New York City. Our dedicated counselors provide an array of services, including over-the-phone crisis counseling, safety planning, information about emergency shelter, and referrals to other community-based social services providers.


The Manager oversees the day-to-day operations of the hotline program which include providing and/or ensuring all callers receive adequate counseling, information, and resources that will assist in meeting their immediate needs. In addition, the Manager will assist in generating monthly reports based on incoming calls and services provided over the Hotline, answer calls, and manage VIP’s Chat function. The Manager will be expected to provide supervision and training to all Hotline staff ensuring clients are receiving trauma-informed, quality services. The Manager is responsible for overseeing and ensuring that the implementation of all contractual obligations are met. In addition, the Manager must maintain programmatic compliance based on the standards set forth, and adhere to programmatic policies.



Essential Functions:

·         Provide support for Hotline Staff throughout their shifts

·         Record and Review Hotline Interactions for quality assurance

·         Maintain and coordinate Holiday schedule

·         Keep informed of new developments; best practice and trends in the program’s operation and be alert to changing community needs.

·         Orient and train existing and new staff; including staff development

·         Create and maintain accurate and comprehensive data including statistical information for reporting purposes as determined by VIP and agency funders. In addition, ensuring the timely delivery of all reports.

·         Ensuring coverage needs are met at all times, including providing appropriate back-up.

·         Ensuring procedures are in place to maintain an effective working environment: reliable work schedules, organization of files and office space, and teambuilding.

·         Monitor the security cameras and provide a daily report.

·         Working collaboratively with staff to improve delivery of services including resource development, and special projects as needed.

·         In conjunction with team members adhere to mandated reporting requirements as they relate to such issues as child abuse/neglect, suicide/homicide concerns, etc.

·         Perform administrative support duties, such as filing, copying, and data entry;

·         Facilitate accessibility to all reports, records and files, as needed;

·         Attend program/agency staff meetings.

·         Assist Associate Director in administrative duties, as directed;

·         Troubleshoot and or Report any technology malfunctions;

·         Respond to all incoming calls via the hotline and transfer calls to appropriate program/services;

·         Manage the daily operations of VIP’s Chat Function

·         Identify and provide Hotline staff with periodic trainings

·         Conduct safety planning and intake for hotline callers and connect callers to appropriate staff for additional services;

·         Report language access issues as they occur to Associate and Senior Director

·         Keep record of all requests via the hotline in a central location;

·         Implement, revise and/or create structures and systems to improve quality of service, efficiency of reporting and visibility of the Hotline.

·         Prepares and or review agency and program wide quantitative and qualitative  data

·         Prepares program report(s) for Associate Director

·         Work closely with Associate Director in providing programmatic and statistical data for support of grant(s) application(s)


Additional Functions:

·         Prepares and or review agency and program wide quantitative and qualitative  data

·         Prepares program report(s) for Associate Director and Senior Director for Board Meetings, Audits, Annual Reports, etc.

·         Monitors and approves program expenditures ensuring that budget allocations are not overspent

·         Work closely with Data Department in providing programmatic and statistical data for support of grant(s) application(s)



Data Collection & Entry:

·         Accurately record all required information that will be pertinent to identified outcomes;

·         Collect and analyze data to enhance service delivery for the purpose of achieving outcomes;

·         Make recommendations for improvement or enhancement to data processes to ensure standards in data entry, collection, and retrieval are achieved.


Required Qualifications:

·         BSW or BA preferred or a minimum of two (2) years’ experience working on a Hotline, crisis intervention, advocacy and counseling experience in the area of domestic violence, sexual assault, or related field.

·         2 years experience in the area of program development, implementation, policies and procedures, and supervision.

·         Fully Bilingual in English/Spanish; Verbal and Written

·         Must have strong verbal, writing, communication and documenting skills.

·         Prior experience providing crisis intervention counseling via hotline a plus;

·         Knowledgeable in working with diverse communities, particularly Latinx communities, low-income, immigrant and/or communities of color;

·         Excellent organizational and communication skills;

·         Prior direct service experience in the area of domestic violence and/or women and children/youth issues.

·         Must have the ability to operate office equipment such as computers, copy machine, fax machine, phone systems, etc. with strong internet and software skills; incl. Microsoft Office and client database

·         Must be able to exercise good judgment and sensitivity at all times.

·         Must ensure agency, program and client confidentiality at all times.

·         Must pass background check to include employment, criminal and child abuse.



·         Must be able to handle crisis situations with professional decorum and control;

·         Has a good understanding of professional boundaries;

·         Able to deal courteously, professionally and tactfully with residents, visitors, vendors and staff;

·         Able to understand and execute oral and written instructions;

·         Able to work irregular shifts (nights/days and/or weekends) and under adverse weather conditions;

·         Must be able to exercise good judgment and sensitivity at all times;

·         Must ensure agency, program and client confidentiality at all times.


Personal Attributes:

·         Displays high standards of ethical conduct.  Exhibits honesty and integrity.  Refrains from theft-related, dishonest or unethical behavior;

·         Must be reliable;

·         Must be a team player;

·         Good sense of humor and positive personality a huge plus.

Compensation & Benefits

·         Full-time, exempt position, working 35 hours per week with wages of $58,500/year.

·         We cover 90% of the cost of medical (United Healthcare/Oxford), dental (Aetna) and vision (VSP) coverage for employee and spouse/children/family. Flexible Spending Accounts & Health Savings Accounts available.

·         Paid Time Off program, 12 paid holidays, a mid-year and end-of-year office closure.

·         Summer Friday schedule (optional)

·         Commuter benefits (Mass Transit & Parking)

·         403b retirement plan

·         Employee Assistance Program

·         Disability & Life Insurance

·         Monthly health & wellness activities

·         Team appreciation days


Note: As a contractor of The City of New York, all VIP employees, interns and volunteers must provide proof of COVID-19 vaccination.



Click here to apply:

Violence Intervention Program

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