Oversees the crisis call operations and provides direct support to Crisis Counselors during designated shifts.

MAJOR RESPONSIBILITIES & DUTIES:

Oversees the Hotline operations.

• Monitors phone statistics, handled rates, and CC status

• Awareness of staffing and schedule and ensures all services are properly staffed. Communicates and documents any staffing changes.

• Has an understanding/awareness of all Hotline activities including calls, texts, emails, and Hotline contracts.

• Assists with coded calls by initiating intervention, contacting agencies, 3rd Party notifications etc.

• Experienced and proficient in all Hotline services provided: NE Family Helpline, Safe2HelpNE, 988NE, Hope4IA, Research Studies, etc.

• Reviews, edits, and provides follow up on records listed on the Incident Report

• Understands technical issues and guides Crisis Counselors on the appropriate procedures to follow.

• Encourages professional & appropriate behavior in the call rooms, i.e. keeping voice levels down, conversations that do not offend others, etc.

Provides direct support to Crisis Counselors and Senior Counselors.

• Monitors calls, texts/chats, and emails.

• Assists, supports, and coaches Crisis Counselors.

• Assists with offering strategies and providing referrals.

Provides direct support to Hotline Supervisors and Managers.

• Assists Hotline Supervisors/Mangers by addressing performance and procedural issues.

• Communicates orally & in writing with Supervisors/Managers.

• Ability to assist with assigned tasks related to training, QA, and general Hotline operations.

• Must attend mandatory quarterly meetings.

Provides leadership, serves as a role model, and displays sound judgment in crisis situations.

• Understands and displays knowledge of Hotline Policies & Procedures and an understanding of other Boys Town departments.

• Models appropriate professional work behavior and quality counseling skills.

• Displays sound judgment in elevating and communicating issues to administration and contacting on-call supervisor.

• Provides assistance with shadowing and mentoring of new hire trainees.

• Promotes mission spirit and teamwork.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to demonstrate strong crisis counseling, problem solving, and crisis intervention skills.

• Able to solve problems in a calm, resourceful & objective manner.

• Knowledge of regulatory requirements pertaining to crisis care and of hotline counseling techniques and best practices.

• Computer skills in Microsoft Office, including PowerPoint, Excel, and Word.

• Ability to communicate with individuals in an articulate, professional manner while maintaining necessary degree of confidentiality.

• Ability to adapt responses to situations while maintaining procedural and regulatory integrity.

• Strong knowledge of the Boys Town Model.

REQUIRED QUALIFICATIONS:

• Two years of experience as a Hotline Crisis Counselor required.

• Minimum of one year of Senior Crisis Counselor leadership experience required.

• Willing to work a minimum of 30 hours weekly required.

PREFERRED QUALIFICATIONS:

• Bachelor's degree or equivalent combination of education and experience preferred.

Diversity is more than a commitment at Boys Town—it is the foundation of who we are and what we do.

At Boys Town, we cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.

About Boys Town:

Boys Town has been changing the way America cares for children and families since 1917. With over a century of service, our employees have helped us grow from a small boardinghouse in downtown Omaha, Nebraska, into one of the largest national child and family care organizations in the country. With the addition of Boys Town National Research Hospital in 1977, our services branched out into the health care and research fields, offering even more career opportunities to those looking to make a real difference.

Our employees are our #1 supporters when it comes to achieving Boys Town's mission, which is why we are proud of their commitment to making the world a better place for children, families, patients, and communities.  A unique feature for employees and their dependents enrolled in medical benefits are reduced to no cost visits for services performed by a Boys Town provider at a Boys Town location.  Additional costs savings for the employee and their dependents are found in our pharmacy benefits with low to zero-dollar co-pays on certain maintenance drugs.   Boys Town takes your mental health seriously with no cost mental health visits to an in-network provider.  We help our employees prepare for retirement with a generous match on their 401K or 401K Roth account. Additional benefits include tuition assistance, parenting resources from our experts and professional development opportunities within the organization, just to name a few. Working at Boys Town is more than just a job, it is a way of life.

This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Boys Town is an equal employment opportunity employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, disability, or veteran status. To request a disability-related accommodation in the application process, contact us at 1-877-639-6003.