Associate Director, Hotline Operations
- Experience Level
Position: Associate Director, Hotline Operations
Department: National Human Trafficking Hotline
FLSA Status: Full-time, Exempt
Reports to: National Human Trafficking Hotline Director
Direct Reports: Case Response Specialist Manager, Hotline Supervisor Manager, Data and Quality Improvement Manager
Date Issued: 5/28/2021
Date Revised: N/A
Polaris is leading a data-driven social justice movement to fight sex and labor trafficking at the massive scale of the problem - 25 million people worldwide deprived of the freedom to choose how they live and work.
For more than a decade, Polaris has assisted thousands of victims and survivors through the U.S. National Human Trafficking Hotline, helped ensure countless traffickers were held accountable, and built the largest known U.S. data set on actual trafficking experiences. With the guidance of survivors, we use that data to improve the way trafficking is identified, how victims and survivors are assisted, and how communities, businesses and governments can prevent human trafficking by transforming the underlying inequities and oppressions that make it possible.
The U.S. National Human Trafficking Hotline is a 24/7, confidential and multilingual service that provides support for victims and survivors of sex and labor trafficking. With a network of nearly 4,000 partner service providers and trusted law enforcement partners, trained hotline advocates are able to help victims and survivors build plans to safely leave their situations or get the help they need to rebuild their lives. The Hotline also takes tips from friends, neighbors, family members and others aware of a situation that may be trafficking. All communication with the Hotline is confidential. The Hotline can communicate via phone in more than 200 languages through a translation service, as well as text, webchat, email, and web form in English and Spanish. The Hotline is operated by Polaris and funded by the U.S. Department of Health and Human Services and other donors.
The Associate Director, Hotline Operations is responsible for leading the systems, databases, technology, and resources to ensure efficient and effective Hotline operations. Additionally, this person will work hand-in-hand with the Hotline Director to ensure the safety and security of the Hotline’s staff, data, and systems. This person will also manage all scheduling needs for Hotline Advocates, ensuring sufficient coverage during spikes in volume. This position directly reports directly to the Hotline Director.
- Manage all Hotline resources, reporting, policies, procedures, and protocols, ensuring a victim-centered and staff-informed approach;
- Manage the Hotline’s operations to include creation and/or maintenance of manuals/guides/protocols, systems, databases, technology, and other operational resources;
- Set and monitor progress toward department operational goals as required by Hotline funders
- Create, execute and maintain Key Performance Indicators in a call center environment while balancing the needs of a victim services resource;
- Create and continuously update an effective shift schedule for 24/7 hotline operations with consideration of the various contact methods, ebbs and flows of incoming volume, required performance indicators and staff-wellbeing;
- Develop and manage emergency, safety and security policies and procedures for Hotline staff and data systems and collaborate with central operations staff to ensure cohesion into overall organizational policies and procedures;
- Ensure Hotline staff have the requisite supplies/tools and easy access to protocols, manuals, and guides to adequately perform their roles and responsibilities;
- Manage migration of Hotline website to mobile-responsive platform;
- Collaborate with Polaris central operations team to on/off-board staff;
- Facilitate emergency and/or remote operations during inclement weather and/or other emergencies;
- Partner with other departments at Polaris (Human Resources, Technology, Operations, Learning, Innovation and Data Systems) to maintain 24/7 operations of the Hotline;
- In partnership with the Technology department, steward federally funded software and systems in accordance with ongoing Cooperative Agreement;
- Collaborate with other national victim service hotlines to ensure operational best practices are deployed;
- Provide operations on-call support to Hotline;
- In collaboration with Technology department and Hotline Leadership, design, test, and refine innovative strategies and technologies to ensure optimal case response;
- Drive the development and implementation of staff recognition and employee engagement programs with a focus on improving culture and staff retention;
- Approve Hotline Advocate PTO; indirect supervisor for PRN (on-call) Hotline Advocate workforce;
- Supervise the Case Response Specialist Manager, Hotline Supervisor Manager, and Data and Quality Improvement Manager;
- Provide guidance around day-to-day supervision needs within the Hotline department;
- Guide escalation of complex cases that surface through the Hotline to the Director;
- Commitment to the National Human Trafficking Hotline mission and Polaris values; and
- Other duties as assigned by supervisor.
This job description provides a summary of the major duties and responsibilities performed by individuals in this position. Incumbents may be asked to perform other tasks not specifically written in this job.
- Deep passion! Mad skills! Low ego!
- Minimum seven years’ professional work experience with a focus on operations, with at least three years of experience supervising manager-level staff;
- Demonstrated strength in developing, documenting, maintaining and explaining procedures/processes and/or solving problems;
- Proven ability to develop and manage a complex schedules;
- Project management expertise and knowledge of project management approaches, tools, and phases of the project life-cycle;
- Ability to build consensus among leadership and employees and to influence others toward a common vision or goal;
- Experience using, compiling, and interpreting reports from Salesforce or other Customer Relation Database;
- Strong organization skills to balance operations, maintenance and security needs of multiple databases and software applications with sensitive data;
- Critical, analytical, and strategic thinker with commitment to innovation and creative problem solving in the face of obstacles and resource limitations;
- Ability to work well under pressure and maintain composure during challenging situations;
- Resilient, positive, and energetic attitude with the abilities to work on a team and independently;
- Deep commitment to professionalism;
- Experience working in multicultural environments and serving diverse constituents;
- Commitment to the mission and values of Polaris and the National Hotline; and
- Prior experience working on the issue of human trafficking and/or directly with survivors of severe forms of exploitation; and
- Experience working on a victim-centered or resource-oriented hotline.
- Internal: Ability to communicate with supervisors and peers;
- External: Ability to respond quickly and calmly in alarming situations, including frequent contact with law enforcement, service providers, and government agencies;
- Typical office setting
The work of Polaris is grounded in a set of values and organizational beliefs that provide a common starting point for all of our activities. At Polaris, we look for talented individuals who are passionate about combating all forms of human trafficking and who will strive to embody and model these values within the Polaris community and in the anti-trafficking field. Please take a moment to make yourself familiar with these values and our mission statement before submitting your application. You can find a full description of our values here.
Polaris designs and implements data-driven strategies to prevent and disrupt human trafficking, and restore freedom to survivors. Achieving this ambitious goal requires both trafficking-specific systemic interventions and broader cultural and structural shifts that reduce the inequities that lead to human trafficking. While Polaris alone cannot build a more diverse, just, equitable, and inclusive society, both the success of our work and our organizational values require modeling in the workplace the change we want to see in the world.
This means cultivating a workforce, organizational culture, and priorities that respect and celebrate a dynamic, multi-disciplinary team made up of individuals with different identities, lived experiences, and backgrounds. Within both our team and across every part of our work, we strive to integrate and elevate the full range of survivor voices.
This is a living commitment. Diversity, equity, and inclusion are values to be manifested daily, in the work we do, the decisions we make, and the way that we treat each other and the people we seek to serve. This means creating space where staff can be included, heard, valued, and set up for success, and where everyone feels empowered to bring their full, best selves to work. We will not check boxes and consider it done. We will push new innovations and different ways of thinking, and treasure the community built and strengthened by each of our contributions.
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