Director of Hotline Services
About Shalom Task Force: Founded in 1993, Shalom Task Force operates with a mission to combat intimate partner domestic abuse, promote safe, healthy relationships, and prevent abuse within Jewish communities. Shalom Task Force fosters a culture of safety and empowerment through prevention programs, educational initiatives, legal services, hotlines, and comprehensive survivor support. The hotline, established in 1995, has grown into a trusted national resource serving callers from across the country.
Position Overview
Shalom Task Force seeks an experienced, mission-driven leader to serve as Director of Hotline Services. This senior-level position is responsible for the comprehensive oversight, strategic growth, and day-to-day operational management of our hotline and chat/text services. The Director will lead a dedicated team of professional staff and approximately 70 trained volunteers, ensuring the highest standard of trauma-informed, survivor-centered crisis response.
This role may be filled by a candidate with direct clinical licensure or by a highly experienced hotline/victim services professional.
Key Responsibilities
Vision & Strategic Leadership
Develop and implement a strategic plan for the growth, reach, and impact of hotline and chat/text services.
Monitor trends in domestic violence services, crisis intervention, and hotline best practices to continuously improve service delivery.
Represent Shalom Task Force's hotline services at coalition, task force, and network meetings locally and nationally.
Assist in relevant grant reporting to support and expand hotline services.
Hotline & Chat/Text Service Operations
Oversee the day-to-day operations of the hotline and chat/text services, ensuring consistent, high-quality, trauma-informed crisis response.
Manage volunteer advocate scheduling across all hotline shifts, ensuring adequate coverage and continuity of services.
Partner in the operational oversight of the hotline phone system and Salesforce database, including troubleshooting telephone, internet, and database issues.
Run regular reports on hotline services to evaluate volume, trends, and needs; use data to inform programming decisions.
Manage satellite hotline offices, ensuring all technological and material needs are met.
Review hotline call logs and provide timely, constructive individual and group feedback to staff and volunteers.
Staff & Volunteer Supervision
Supervise hotline professional staff and social work interns, providing regular individual and group supervision.
Provide ongoing training, supervision, and professional development for approximately 70 volunteer advocates.
Conduct remote group supervision sessions and quarterly in-person professional development events.
Define and refine roles and responsibilities within the hotline team as the department grows.
Clinical Oversight & Best Practices
Pathway A (MSW/Non-Licensed): Provides programmatic and operational clinical oversight. Partners with a licensed clinical supervisor or proivude direct clinical supervision of staff and interns, and serves as the agency's primary clinical authority for hotline services.
Review and provide clinical oversight of agency materials, protocols, and resources to ensure alignment with current trauma-informed and domestic violence best practices.
Consult with other departments (Education, Legal, and others) to ensure clinical best practices are reflected across all agency materials and community-facing content.
Remain current on domestic violence best practices, safety planning frameworks, legal policies, and trauma-informed care by participating in webinars, trainings, and working groups.
Ensure the hotline referral database is maintained with up-to-date, vetted referral sources.
Partnerships, Community Relations & Outreach
Manage and cultivate relationships with partner agencies and community organizations to maintain referral network and to increase awareness of hotline resources.
Attend coalition, task force, and network meetings, representing Shalom Task Force and contributing to the broader domestic violence response field.
Provide consultation to lay leaders and community stakeholders on recognizing and responding to domestic abuse.
Collaborate closely with Education and Legal departments to ensure integrated, community-responsive programming.
Qualifications & Requirements
Required:
Master's Degree in Social Work, Psychology, or a closely related field.
6–8 years of post-master's experience in victim services, hotline services, crisis intervention, case management, or trauma-focused work.
Demonstrated experience providing programmatic or operational oversight of clinical or direct services.
Deep understanding of domestic abuse dynamics and a strong commitment to Shalom Task Force's mission.
Familiarity with the Jewish community and Jewish communal culture.
Exceptional interpersonal, written, and public speaking skills.
Proficiency with technology platforms including database systems (Salesforce experience a plus), phone systems, and remote supervision tools.
Ability and willingness to travel locally and nationally for presentations and conferences.
Preferred
Active clinical licensure (LMSW, LCSW, or equivalent).
Experience providing direct clinical supervision to staff and/or graduate interns.
Experience with crisis intervention and trauma-focused clinical practice.
Ability to serve as the primary clinical authority for hotline and chat/text services.
Location: New York City
Salary: $80,000-- $110,000, commensurate with professional and clinical experience.
Application Process: Interested candidates should submit a resume and cover letter below.