Voter Protection Hotline Program Manager

Socket.dev; Austin (TX); On-site; USD 80,000 - 110,000; Full time

Job summary

The Texas Democratic Party seeks a Hotline Program Manager to run the Voter Assistance Hotline, oversee hotline operations, volunteer leaders, and agents. You will develop training, resources, and processes to ensure timely support and accurate documentation.

Strong campaign and volunteer management experience, plus comfort with policy concepts and technology, are required. Evening and weekend coverage may be needed as elections approach.

Qualifications

• Experience working on a campaign or managing volunteers.
• Ability to explain complex legal or election policy concepts to non-lawyers.
• Strong customer service and stakeholder management skills.
• Comfort with new technology and platforms.
• Spanish language skills are a plus.

Responsibilities

• Oversee hotline operations, volunteers, and leaders.
• Recruit, train, shift, and support hotline volunteers.
• Develop resources and training protocols for volunteers.
• Manage hotline technology and troubleshooting processes.
• Document interactions and provide regular reports on issues and metrics.
• Monitor volume and staffing for real-time caller support.
• Collaborate on voter education messaging and hotline promotion.

Skills

Volunteer management

Campaign experience

Customer service

Tech-savvy

Policy comprehension

Spanish (bonus)

Tools

VoteBuilder/VAN

Job description

Role Overview

The Hotline Program Manager will be in charge of running the Texas Democratic Party’s Voter Assistance Hotline, which receives calls from voters with questions and those experiencing voting issues. The Hotline Program Manager will oversee hotline operations, volunteer leaders, and volunteer agents.

Core Competencies

• Oversee all elements of the Voter Assistance Hotline, including capacity planning, volunteer recruitment and support, and ensuring every caller receives timely assistance
• Manage and support a team of Hotline Captains, who help manage hotline volunteer agents
• Recruit, train, shift, and support volunteers who answer voters’ calls
• Create resources and establish training protocols for hotline volunteers and volunteer leaders
• Oversee hotline technology, and implement processes to ensure volunteer and/or staff support for troubleshooting hotline technology issues and for training volunteers on using hotline technology
• Manage voter protection volunteer data in VoteBuilder/VAN & LBJ
• Ensure all voter interactions are properly documented in our database, and provide regular reports to the Voter Protection Director on major issues, trends, and volunteer metrics
• Monitor hotline volume and volunteer signups to ensure adequate staffing of the hotline and availability of real-time support for callers
• Collaborate with the Voter Protection Director and other colleagues to develop voter education messaging and resources, and promote the Voter Assistance Hotline

Qualifications

• At least one cycle of experience working on a campaign or managing volunteers
• Legal comprehension: You should be comfortable reading complex legal and election policy concepts and explaining these topics to non-lawyers. Experience analyzing laws or complex policies and procedures in the legislature, as a paralegal, or in a non-profit environment is preferred.
• Customer service skills: You maintain professionalism under pressure and take a responsive, productive approach to all stakeholder and volunteer interactions.
• Comfortable with technology and learning new tech platforms.
• Spanish language skills are a plus.
• Strong commitment to voting rights, voter access, and electing Democrats at every level of government.
• Strong judgement and comfortable working in fast-paced environments with emerging, unanticipated challenges and balancing priorities accordingly.
• Strong lens and judgment on issues of race and equity, a sophisticated understanding of racial equity and structural racism as it relates to our work, and an awareness of voter suppression’s disproportionate impact on marginalized communities.
• Willingness to work long and irregular hours (nights and weekends) as Election Day approaches, and during Early Vote and Election Day operations.

Due to FEC regulations, only U.S. citizens or U.S. green card holders are eligible to apply for this role.