Trauma-Informed Hotline Supervisor

The Family Place; Dallas (TX); On-site; USD 33,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

403b/Retirement options

Paid time off

Job summary

The Family Place seeks a Hotline Manager to lead its 24/7 survivor hotline, guiding counselors and PRN staff with trauma-informed supervision and ongoing coaching. You will recruit, train, and schedule personnel, ensure documentation accuracy, and uphold ethical, confidential practices in a high-stakes environment.

Ideal candidates have a 4-year degree (or equivalent) and 1–3 years supervisory experience, with strong communication skills and a commitment to empowering survivors and frontline

Qualifications

• Bachelor’s Degree from an accredited university in social work, mental health, or related field, OR an Associate Degree with relevant experience.
• One to three years supervising staff, volunteers, or interns.

Responsibilities

• Provide direct supervision and trauma-informed leadership to Hotline Counselors and PRN hotline staff, including onboarding, training, coaching, work assignments, performance management, recognition, professional development, and corrective action.
• Train and support volunteers and interns with knowledge, resources, coaching, and skill development to support survivors and hotline callers.
• Develop and maintain staff schedules and coordinate PRN coverage to support 24/7 hotline operations.
• Address employee concerns and workplace conflicts with a trauma-informed, respectful, solution-focused approach.

Skills

Trauma-informed leadership

Staff supervision

Coaching & training

Verbal communication

Written communication

Technology proficiency

Education

Bachelor’s degree or Associate degree

Tools

Apricot database

Job description

The Family Place seeks a Hotline Manager to lead its 24/7 survivor hotline, guiding counselors and PRN staff with trauma-informed supervision and ongoing coaching. You will recruit, train, and schedule personnel, ensure documentation accuracy, and uphold ethical, confidential practices in a high-stakes environment.

Ideal candidates have a 4-year degree (or equivalent) and 1–3 years supervisory experience, with strong communication skills and a commitment to empowering survivors and frontline