Trauma-Informed Hotline Leader (24/7)

The Family Place; Dallas (TX); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

403b retirement options with agency

Paid time off and holidays

Professional development opportunities

Job summary

The Family Place in Dallas seeks a Hotline Manager to lead a trauma-informed hotline team serving survivors 24/7. You will recruit, train, supervise and support Hotline Counselors and PRN staff, ensuring ethical, survivor-centered services with safety, dignity and empowerment.

You will audit calls, monitor performance, and coordinate staffing, while ensuring confidentiality and compliance with policies and grants.

Qualifications

• Bachelor’s or equivalent in social work, mental health, or related field.
• 1–3 years supervising staff, volunteers, or interns.
• Knowledge of domestic violence and trauma-informed practice.

Responsibilities

• Provide direct supervision and trauma-informed leadership to Hotline Counselors and PRN staff.
• Recruit, train, coach, and develop hotline teams and volunteers.
• Manage 24/7 hotline operations, scheduling, and coverage.
• Conduct call audits, monitor performance, and deliver coaching.
• Develop, implement, and revise hotline policies and procedures.
• Ensure documentation, confidentiality, and grant compliance.
• Provide crisis intervention and survivor-centered support.

Skills

Leadership

Supervising staff

Communication skills

Tech proficiency

Problem-solving

Customer service

Stress management

Team building

Education

Bachelor’s degree in social work/related field

Associate degree with applicable experience

Tools

Apricot database

Job description

The Family Place in Dallas seeks a Hotline Manager to lead a trauma-informed hotline team serving survivors 24/7. You will recruit, train, supervise and support Hotline Counselors and PRN staff, ensuring ethical, survivor-centered services with safety, dignity and empowerment.

You will audit calls, monitor performance, and coordinate staffing, while ensuring confidentiality and compliance with policies and grants.