Openings >> Hotline Shift Supervisor Full-Time
Hotline Shift Supervisor Full-Time
Title:Hotline Shift Supervisor Full-Time
Department:Childhelp National Headquarters
Location:Phoenix, AZ

About Childhelp

CEO and Co-Founder Sara O’Meara and President and Co-Founder Yvonne Fedderson started Childhelp in 1959, establishing it as a leading national non-profit organization dedicated to helping victims of child abuse and neglect and at-risk children. Childhelp focuses on advocacy, prevention, treatment and community outreach.

The Childhelp National Child Abuse Hotline, 1-800-4-A-CHILD®, operates 24 hours a day, seven days a week, and receives calls from throughout the United States, Canada, the U.S. Virgin Islands, Puerto Rico and Guam. Childhelp’s programs and services also include residential treatment services (villages); children’s advocacy centers; therapeutic foster care; group homes and child abuse prevention, education and training. Childhelp also created the National Day of Hope® that mobilizes people across America to join the fight against child abuse.  For more information about Childhelp, please visit the website at


Position Summary:

Responsible for providing direct support to the Hotline Counselors and overseeing general day to day Hotline operations, as well as providing routine updates to the Hotline Director. 


Essential Responsibilities: 

  • Assists with monitoring of calls, texts and chats and coordinates quality assurance measures to assure the highest possible call quality
  • Understands Hotline technology and able to address any issues to avoid interruption in services
  • Responds to caller complaints in an articulate and professional manner
  • Assists in hiring and training of Hotline Counseling staff
  • Provides daily updates/reports to Hotline Director
  • Provides supportive and appropriate counseling to each help seeker during high call volume when help seekers are in queue
  • Assists in the development and implementation of recognition and incentive programs
  • Oversees training curriculum
  • Oversees iCarol database system and updates
  • Develops quarterly hotline newsletters
  • Coordinates special projects
  • Provides undivided attention to each contact and each issue presented by help seekers
  • Ascertains and understands the immediate presenting issues of help seekers, turning those issues into brief action plans, when necessary
  • Understands the laws and regulations surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements
  • Reports information to appropriate authorities, when legally bound to do so
  • Understands and adheres to confidentiality and anonymity, as appropriate
  • Understands and adheres to counseling ethical guidelines and boundaries
  • Remains knowledgeable with regard to all Hotline referral sources, including the Hotline national resource database
  • Understands the contractual obligations of the Hotline and follows protocol and documentation requirements for each contract
  • Engages in continuous improvement efforts, as assigned
  • Participates in assigned work teams, as requested and appropriate
  • Enters all relevant data, accurately and completely, into Hotline database in a timely manner
  • Conducts internet resource research and resource database updates
  • Attends staff meetings
  • Maintains a professional appearance and conduct at all times, serving as a role model for Counseling staff
  • Responsible for arranging coverage for all scheduled shift hours
  • Participates in on-call coverage as needed
  • Performs other related duties, as assigned

Minimum Requirements:

  • Master’s degree in counseling, social work, or other related field preferred, current licensure required
  • Minimum 2 years of experience working in crisis intervention preferably in a call center environment; supervision experience preferred
  • Ability to obtain a fingerprint clearance card
  • Proficient in Microsoft Word, Outlook, and Excel
  • Excellent communication and interpersonal skills
  • Effective stress reduction techniques
  • Ability to maintain professional demeanor with callers at all times and to provide boundaries when necessary
  • Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
  • Ability to work well with key staff and service providers

Childhelp is an Equal Opportunity and Affirmative Action Employer

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