Hotline Supervisor
Job Details
Emergency Shelter - Irvine, CA
Full Time
Graduate Degree
$62,400.00 - $67,500.00 Salary/year


The Hotline Supervisor coordinates all facets of Hotline, both staff and volunteers, and oversees implementation of routine day-to-day operations of Hotline. The Hotline Supervisor provides direct supervision to all Hotline Advocates to ensure operational guidelines are followed and is responsible for scheduling consistent staffing coverage. The Hotline Supervisor is also responsible for maintaining accurate resources for clients.  

Essential Duties and Responsibilities: 

  • Overall administration and oversight of Hotline.   

  • Serve as an active participant of the Residential Leadership Team 

  • Provide direct supervision to staff, interns, and volunteers, as appropriate, as well as assigning tasks and clarifying roles within the program. 

  • Coach, train, evaluate, and develop Hotline Advocates to assure clients are receiving services and referral in alignment with the principles of Trauma Informed Care.  

  • Coach staff to ensure that training and professional development is regularly implemented and incorporated into tangible and measurable on-the-job efficiencies and effectiveness. 

  • Responsible for recruiting, hiring, and onboarding staff. 

  • Coordinate staff schedules, time off, on-call schedule, monitoring of client files, evaluation of data, data entry, and monitoring of administrative files. 

  • Be available to cover Hotline when staff take planned and unplanned time off. 

  • Responsible for reviewing and responding to requests for paid and unpaid time off. 

  • Create and foster teamwork, accountability, commitment to excellence and continuous improvement in service delivery and client outcomes, within the program and across the agency. 

  • Communicate and implement policies, procedures, and safety guidelines in compliance with regulations and alignment with Human Options’ mission, core values, and the employee handbook. 

  • Communicate and provide context to relevant and pertinent information and messaging throughout the organization, providing feedback opportunities to/from staff.  

  • Provide crisis intervention, assessment, case management, counseling, and referrals to clients as needed. 

  • Assess client needs and provide direct service and/or resources, as needed and appropriate. 

  • Record and maintain accurate client records and touchpoints in ETO. 

  • Communicate program staff success and challenges to program director and provide/implement recommendations as needed. 

  • Engage staff in problem-solving challenges and barriers, and communicate results to program director 

  • Work to meet specific grant outcomes and assist with grant reports, as needed. 

  • Monitor relevant grant contracts and ensure required supporting documentation is obtained. 

  • Responsible for managing budget line items; including but not limited to client food, safety net, and bed nights. 

  • Implement bi-weekly quality assurance checks (files, paperwork, accurate and complete documentation, timesheets, reimbursements, etc.). 

  • Ensure compliance with clinical documentation quality assurance guidelines. 

  • Maintain Lyft, taxi, and Safety Net log; submit invoices as requested. 

  • Promote external and internal career path development, as well as identify team and individual training opportunities. 

  • Attend & participate in coalition, partnership, and community meetings, as needed. 

  • Provide consultation around domestic and family violence to the professional community as needed. 

  • Identify new opportunities for collaboration (internal and external) and explore options with programs director. 

  • Maintains collaborative relationships with the community, partners, donors, grantors, etc. 

  • Attend agency meetings as required, including evenings and weekends, as needed. 

  • Abides by professional confidentiality guidelines by only sharing client information within the organization when it meets the need of the client. 

  • Flexible schedule to ensure adequate coverage, keeping in mind peak call times. 

  • Acts as a community ambassador for Human Options and domestic violence awareness. 

  • Demonstrates ability to abide by Human Options’ values: dignity, respect, honesty, integrity, and a commitment to excellence and maintain a supportive environment. 

  • Other duties as assigned. 



  • Bachelor’s degree in Behavioral Science, Social Work, Public Policy, or commensurate work experience required. 

  • Master’s degree in Behavioral Science, Social Work, Public Policy field desired. 

  • At least one year supervisory experience. 

  • Bilingual English/Spanish preferred. 

  • Ability to: 

  • Manage individual programs to meet the overall agency's big picture. 

  • Be an efficient problem-solver. 

  • Be proactive and a self-starter. 

  • Multitask under pressure. 

  • Provide clear and direct communication throughout the organizational structure. 

  • Be open and flexible to ever-changing responsibilities. 

  • Demonstrate good written and verbal communication skills. 

  • Be creative and think outside the box. 

  • Lead tasks. 

  • Provide reinforcing and developmental feedback. 

  • Manage people. 

  • Develop systems and protocols. 

  • Adapt and create systems as client needs changes. 

  • Train and teach others. 

  • Be assertive. 

  • Be a role model for others. 



  • We ignite social change by educating Orange County to recognize relationship violence as an issue that threatens everyone, advocating for those affected abuse, extending a safe placed or victims and empowering survivors on their journey of healing. 



  • We are committed to a future in which every person and family in Orange County experiences safe, healthy relationships and lives free from fear. 


ADA Job Characteristics: 

The work environment is primarily in an office setting and includes travel to see clients or to different sites. Lift and carry up to 25 pounds up to waist length, extend both arms above the head and/or reach below the waist, stoop, squat, crawl, bend the back to open lower-level filing drawers, or to retrieve stored items, climb on stools, steps and/or ladders. Sit and/or stand frequently. Use fine manipulation (hands and wrist) to operate a keyboard, take notes, complete and file reports, file and copy documents.  Corrected vision to normal range.  Speak in normal vocal tone and range and communicate clearly and concisely to and with others.  Apply normal reasoning and detail as required in the accomplishment of job duties.