Openings >> Hotline Shift Supervisor Part Time
Hotline Shift Supervisor Part Time
Title:Hotline Shift Supervisor Part Time
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 taking incoming calls, texts and live chats and for 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 live chats and coordinates quality assurance measures to assure the highest possible level of service
  • 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 caller during high call, text and live chat volume when callers are in queue
  • Assists in the development and implementation of recognition and incentive programs
  • Assists in updating training curriculum, procedures and reporting guidelines
  • Coordinates special projects
  • Provides undivided attention to each help seeker and each issue presented
  • 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
  • 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


     *SATURDAY: 3PM-11PM* *SUNDAY: 3PM-11PM*  *MONDAY: 5:30PM-11PM*  *TUESDAY: 5:30PM-11PM * 


Minimum Requirements:

  • Bachelor’s degree in psychology, social work, welfare or a related field; Master’s degree in counseling, social work, or other related field preferred
  • Minimum 2 years 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

Powered by ApplicantStack