Human Services Hotline Call Center Manager
The Home for Little Wanderers

The Home for Little Wanderers/Wediko Children's Services has contracted with the New Hampshire Division of Children, Youthand Families (DCYF) to provide after-hours access to NH's statewide, child protection hotline services, including the following:

• Assure that reports of alleged child abuse and neglect can be made after business hours on weekdays and 24 hours on weekends/holidays
• Assist in locating appropriate emergency placements for children
• Assure after-hour access for hospitals to obtain consent for medical treatment for children in DCYF's guardianship
• Screen reports and refer to DCYF On-Call as needed for responses to imminentdanger situations
• Provide first point of contact for foster parents requesting support after-hours and refer those calls to On-Call administrator for response
• Respond to callers requesting information and referral assistance to community-based agencies that can provide needed services for families.

Reporting to the Vice President of Programs, the Program Manager is responsible for managing the overall operations of The DCYF After-Hours Central Intake, including hiring, training and supporting screeners, supervisors, and ancillary staff. The Program Manager is responsible for ensuring program complies with DCYF rules and regulations. This position is currently designated as a remote work position with a regular in-person presence at funder meetings in Concord, NH.

How You'll Be Making a Difference

• Manage the overall operations of the DCYF After Hours Intake Program, including staff schedules/accountabilities.
• Provide staff supervision and training for intake screeners and supervisors.
• Interview and hire staff as needed. Support program staff through supervision, staff meetings, direct observation and written evaluations.
• Evaluate work performance of supervisees as specified by agency personnel policies and DCYF contract requirements.
• Identify needs for and ensures the provision of staff training, in response to DCYF feedback and in collaboration with DCYF personnel.
• Create daily staffing schedules ensuring adequate staff coverage during program operating hours.
• Provide daily shift coverage in program as needed, including answering calls, emails, faxes as required to ensure timely delivery of DCYF intake services
• Protect the rights and dignity of those accessing the after-hours intake service as well as those who may be the subject of intake reports. Safeguards the confidentiality of reporters according to DCYF policy.
• Serve as primary liaison with DCYF staff and leadership, representing Wediko and the After Hours Intake Program with integrity. Attend weekly coordination meetings with DCYF and other meetings as needed.
• Ensure program compliance with required documentation.
• Assist VP of Programs in policy development, quality improvement reviews, compliance reviews and related program needs including identifying and coordinating new service delivery initiatives.
• Participate in and/or lead staff meeting and trainings as needed.

Qualifications

• 5 years of related experience including supervision, training and hiring of staff
• Bachelor's degree in an education or human service field of study
• Strong communication skills
• Crisis management skills
• Ability to work independently and as a member of a team
• Ability to respond positively and appropriately to direction and feedback
• Satisfactory completion of DCYF Intake training and supplementary trainings as required by contract with DCYF
• Ability to attend in-person DCYF meetings in Concord, NH on a regular basis

Abilities Required
The position requires the ability to answer phones, utilize standard office equipment, and navigate data management systems. This position requires the ability to listen and respond to intense information about violence against children and to help others respond to such information.

What The Home Can Offer You

In addition to the chance to make a lasting impact on the lives of the youth we serve, The Home for Little Wanderers offers competitive salaries and a comprehensive benefits package including:

• Generous time off including up to 20 days per year for new full-time employees, plus 11 holidays, 5 sick days, and 2 personal days
• Health and Dental Insurance that is effective immediately upon hire
• Extensive training to new staff
• Tuition reimbursement of up to $2,400 per fiscal year
• 403(b) Retirement Plan with employer match
• Employer paid Long-term and Short-term Disability Insurance, plus Basic Life and AD&D Insurance
• And more!

Valuing Diversity

We are committed to excellence in diversity, equity, and inclusion, while simultaneously creating a culture that supports those values. We believe the differences we bring enhance our ability to provide exceptional service and care to diverse children, families, and communities. Moreover, diversity, equity, inclusion, and belonging align with our values and our mission to help vulnerable children and their families build permanent, positive change.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

This job has expired.