Specialist

88 / hourly Position Overview Typical workweek : 40 hours weekly Monday 10 : 30 AM - 7 : 30 PM; Hour lunch 1 PM 2 PM Tuesday, Wednesday, Thursday 8 : 00 AM-5 : 30 PM;

Hour lunch 12 : 00 PM 1 : 00 PM Fri 8 : 00 AM 3 PM; Half-hour lunch 12 : 30 PM 1 : 00 PM Hours may be flexible to achieve program objectives, tasks, activities, and responsibilities and document outcome measures and variances effectively.

SUMMARY DESCRIPTION OF POSITION : Provide front desk coverage by answering the agency’s 24-hour Domestic and Sexual Violence crisis hotline, greeting guests, and receiving and handling community donations.

Provide training to new staff and volunteers in both classroom and hands-on settings. Enter hotline calls into the agency’s database, OSNIUM.

On average, time spent will be 90% (36 hours) on crisis intervention and related tasks for Domestic Violence victims and 10% (4 hours) on crisis intervention and related tasks for Sexual Assault victims (OAG grant-funded time).

RESPONSIBILITIES : Provide front desk coverage as assigned, including answering the 24-hour crisis hotline and business line, greeting guests, accepting donations, and scheduling appointments for victims.

Enter hotline data into the agency’s service database (OSNIUM), Complete face-to-face, walk-in hotlines Ensure timely and accurate appointment scheduling for Advocates.

Provide guidance and training to agency hotline and receptionist volunteers. Assist with hotline training, both classroom and hands-on Provide the supervisor with trends, common errors, and suggestions to ensure effective service delivery.

Assist in performing other clerical tasks as assigned. Check the agency’s get help email daily and respond appropriately to potential clients.

Complete hotline and correspondence for email inquiries Attend agency staff meetings : monthly (2 nd Tuesday, 8 : 45 am to 10 : 45), quarterly (2 nd Friday, 4 hours) and as requested.

Communicate urgent concerns to the supervisor immediately. Attend meetings as requested. Other duties as assigned. REQUIRED SKILLS / QUALIFICATIONS : Minimum of 2 years experience in customer service and administrative functions Ability to answer multi-line telephone for both business-related calls and crisis intervention.

Ability to multitask and problem-solve. Sensitivity to clients and knowledge of the issues addressed by the agency. Ability to manage and adjust to a changing workload.

Must demonstrate knowledge in using Microsoft Word, Excel, and Publisher. Ability to convey concepts and ideas in an orderly, sequential oral and written form.

Strong planning and organizational skills with attention to detail Strong customer relations, communication, and leadership skills Ability to keep confidential information.

Ability to lift / carry / move a minimum of 40 lbs. for an extended distance. By signing below, I verify that I have read and understand the job description and agree that these are the elements, tasks, responsibilities, and expectations of the Hotline Specialist B position with Bay Area Turning Point, Inc.

I understand that ADHERENCE TO THE AGENCY'S POLICIES AND PROCEDURES IS A MANDATORY COMPONENT of this job description. THIS JOB DESCRIPTION IS NOT ALL-INCLUSIVE, AND THE AGENCY RESERVES THE RIGHT TO CHANGE IT WITHOUT NOTICE.

Changes in the job description do not necessarily indicate a change in hours, title, and, or rate of pay. I have read and understand the essential job functions that have been outlined in the above job description for Bay Area Turning Point.

Employee Signature Date Supervisor’s Signature Date Hotline Specialist B 1 / 2019; updated 5 / 2024 NOTE : This job description is not intended to be all-inclusive.

Employees may perform other related duties as negotiated to meet the organization's ongoing needs. Bay Area Turning Point (BATP) believes that equal opportunity for all employees is important for the continuing success of our organization.

In accordance with state and federal law, BATP will not discriminate against an employee or applicant for employment because of race, disability, color, creed, religion, sex, age, national origin, ancestry, citizenship, veteran status, or non-job related factors in hiring, promotion, demotion, training, benefits, transfers, layoffs, terminations, recommendations, rates of pay or other forms of compensation.

Opportunity is provided to all employees based on qualifications and job requirements. NOTE : It is the policy of BATP not to hire applicants who have received services from our agency within the previous 12 month period. Powered by JazzHR

Last updated : 2024-05-12

Salary : $37,200