Helpline Manager

Are you ready to make a difference in our community? At Jewish Community Services of South Florida (JCS), you’ll join a team of passionate professionals dedicated to making a positive impact in the lives of those we serve. Joining our team means contributing to a well-respected organization with over a century of service to the South Florida community, rooted in the values of compassion, inclusivity, and resilience. Our team members find purpose in empowering individuals and families through meaningful programs and initiatives. We foster a collaborative environment where your talents are valued, and you’ll have opportunities for personal and professional growth. If you’re looking to be part of an organization that values your contributions and promotes a culture of unity and support, JCS is the place to be.

The purpose of the Helpline Manager position is to coordinate activities of the Contact Center. The core responsibilities include direct supervision of Helpline counselors, interns, and volunteers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide support in the overview day-to-day operations of the Contact Center, including staff performance, service delivery, and compliance with Helpline and agency policies and procedures.
• Provides support and consultation to staff and volunteer counselors in handling immediate call situations, including debriefing and follow-up with counselors who have handled stressful calls.
• Monitors and documents staff performance and provides feedback to staff, as appropriate.
• Coordinates Contact Center schedules (various shifts) and maintains documentation of staff work hours.
• Coordinate training to new staff during orientation training, including on-the-phone training, and at any other time while volunteers are staffing the Contact Center.
• Approve staff hours via ADP.
• Communicate with JCS IT Department and Resource Coordinator(s) regarding issues that prohibit counselors from answering the calls.
• Coordinate Contact Center Intensive Training for new staff and volunteers, including software, on-the-phone training, essential learning, and database referrals.
• Attends trainings, seminars, workshops and in-service related to program and professional development as requested.
• Participate in regular staff meetings to discuss items relevant to the operations of the Contact Center.
• Facilitate the constant flow of information and referral to contact center staff, volunteers, and interns through weekly emails that may include updates from departments within the organization, such as the Resource Coordinator{s), IT Department, Human Resources, etc.
• Attend the recurring Contact Center Management Team meeting to develop team performance goals, build the incentives program, and discuss quarterly evaluations.
• Maintain Certified Information and Referral Specialist (CIRS) status.
• Serves as a member of Miami Disaster Relief Team.
• Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES: 

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Also, responsible for supervision of volunteers and interns.

PERKS: We are proud to offer a competitive benefits package to all full-time employees, including medical and dental plans. A generous vacation and holiday pay benefit and a 401(k) match is available. Staff receives monthly in-service training and CEU opportunities. This is a one of a kind opportunity for leadership in talent management to contribute to a team of mindful, caring and passionate people at work every day in service to our community!

ABOUT: Jewish Community Services of South Florida (JCS) is the foremost non-profit, human services agency whose mission is to improve the quality of life and self-sufficiency of the Jewish and broader communities throughout South Florida in accordance with Jewish values. Founded in 1920, JCS delivers exemplary social services through compassionate and comprehensive programs that help people stay healthy and productive.

JCS is a 501(c)(3) not-for-profit organization and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, disability, gender identity, gender expression, national origin, or veteran status.

JCS strictly enforces a Drug-Free Workplace Policy, which prohibits the use, possession, distribution, or sale of controlled substances and alcohol on company premises, during work hours, or while representing the company. Pre-employment and random drug testing may be required as part of our commitment to a drug-free workplace.

All of Senior Management and Managers are required to actively participate in JCS' Milk and Honey, Matzah Mitzvah and other similar events. These events are essential to our organizational culture, and leadership participation is key to fostering team unity, supporting our values, and engaging with our community. By attending, managers and supervisors help set the standard for involvement and demonstrate our commitment to these meaningful traditions.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• Bachelor's degree in Social Work or Human Service field and/or equivalent experience in the social service field
• Minimum of two years of experience in program implementation, supervision and training; preferably in a contact center environment
• Knowledge of Community Resources
• Certified Alliance of Information and Referral Systems Certification and American Association of Suicidology, required
• Strong interpersonal skills
• Ability to communicate information calmly and effectively in emergency or high stress situations
• Ability to work effectively and with sensitivity with culturally diverse populations
• Skilled in managing multiple tasks
• Skilled in the use of personal computers and related software applications to include Microsoft Office, email and intranet.
• Bilingual preferred (French, Creole or Spanish)