217-029 Hotline Supervisor

Boulder, CO (Iris)

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Job Description

Mental Health Partners offers a diverse, quality work environment, competitive salary, and a comprehensive benefit package

MHP application and background check required


To oversee the day-to-day operations and supervision of Moving to End Sexual Assault’s (MESA) Volunteer Hotline program.  This positions serves as the primary point of communication, oversight and decision-making regarding MESA Hotline program needs, requirements and development.

Job Summary: 

The MESA Hotline Supervisor will be responsible for the selection and training of volunteers involved in the program. 

Essential Functions:

  • Recruits, trains and provides supervision to MESA Hotline volunteers
  • Determines appropriate level of skills needed to fulfill identified volunteer positions within MESA
  • Coordinates with MHP’s overall Volunteer Program to ensure accuracy of volunteer data/paperwork
  • Coordinates the logistical aspects of MESA’s Hotline program including orientation, training, scheduling, and providing ongoing guidance
  • Maintains volunteer paperwork and records including processing appropriate paperwork and background checks in a timely manner, ensures volunteers complete hourly commitment and conducts exit interviews with exiting volunteers
  • Works with MHP Human Resources to schedule Volunteers for required orientation/training
  • Manages the MESA Hotline training program as needed (at least two times per year)
  • Develops and updates hotline volunteer training materials, manuals and brochures
  • Coordinates and schedules coverage of the 24-hr hotline
  • Compiles and analyzes data for assessing volunteer trends and needs to refine recruitment strategy and increase longevity
  • Seeks opportunities, plans and participates in activities to recruit volunteers for MESA
  • Develops effective plans for each volunteer assignment to ensure a successful and productive relationship between the team, the volunteer and the organization
  • Provides guidance, feedback and supervision to volunteers
  • Ensure volunteers are completed required documentation within the stated deadlines
  • Plans and coordinates volunteer appreciation event within allocated budget
  • Assists with data entry and database maintenance as needed
  • Chairs the Sexual Assault Response Council (SARC) and attends monthly meetings
  • Member of the Sexual Assault Review Team (SART) and attends weekly meetings
  • Leads specialized training to community partners regarding sexual assault survivors as needed/requested
  • Meets defined individual and department goals, activity metrics and Key Performance Indicators
  • Promotes, supports and demonstrates MHP’s mission, vision and values through both behavior and job performance and adheres to policies, procedures, Compliance Plan and Standards of Conduct on a day to day basis
  • Effectively interacts and communicates with other MHP staff/clients/customers/partners/etc.
  • Regular and consistent attendance is required to perform other essential functions of the job
  • Other duties as assigned

Supervisory Duties: 

  • Provides supervision to volunteers on a routine and frequent basis, specifically through the lens of a recovery orientation, to ensure high quality, effective and efficient services as well as accurate and timely documentation.
  • Demonstrates awareness, support and appreciation for cultural and diversity issues
  • Promotes team work, sustains an aligned and energized work force, promotes communication and provides team direction
  • Motivates and values staff around performance excellence, professional development and participation in important MHP meetings and committees
  • Responsible for cost-effective utilization of MHP resources. May be responsible for recommending and managing program budget. 
  • Establishes and clarifies expectations, provides on-going coaching and feedback
  • Manages performance concerns as applicable under the direction of program management
  • Provides appropriate training to assure solid job performance
  • Identifies training needs and provides/arranges training on relevant topics necessary to an effective and efficient functioning of team


Skills & Requirements


  • Bachelor’s Degree required
  • At least 2 years relevant experience required; preferably in a supervisory or lead position with proven leadership skills
  • Previous experience in sexual assault treatment strongly preferred


  • Advanced presentation, training and one-to-one communication skills with wide-ranging audiences including staff, partners, community members, etc.
  • Excellent interpersonal, verbal and written communication skills
  • Strong leadership skills, including the ability to lead change in a positive, proactive and collaborative way
  • Excellent organization skills and attention to detail required
  • Ability to work independently as well as in a team setting
  • Ability to prioritize multiple tasks or projects, take initiative and follow through with tasks
  • Must be competent in working with people of diverse cultural and ethnic backgrounds
  • Strong project management skills
  • Advanced computer skills including use of electronic health record and MS Office products and the ability to learn new tools as needed
  • Bicultural/Bilingual (Spanish) preferred

Working Environment

  • General office environment
  • Must be able to work in a shared office space with frequent interruptions
  • May include working with people in acute distress or crisis
  • May require travel to several MHP sites throughout Boulder and Broomfield counties to attend meetings