Emergency Services Program Senior Manager

ABOUT THE EMERGENCY SERVICES

BARCC’s Emergency Services Department consists of four programs: 24/7 Hotline, Web Chat Hotline, Incarcerated Survivor Support (ISSP) Hotline, and Medical Advocacy. BARCC’s 24/7 Hotline runs 24 hrs via phone and Web Chat Hotline runs 9am-11pm daily providing survivors, significant others, providers and the wider community with a range of emotional support, safety planning, crisis intervention, resources and information. BARCC’s ISSP Hotline is a confidential crisis support line running 9am-9pm daily for incarcerated survivors held by the Massachusetts Department of Corrections (DOC), the Suffolk County Sheriff’s Department (SCSD), and the Norfolk County Sheriff’s Office (NCSO). BARCC’s Medical Advocacy program provides 24hr support, information, and care for survivors in the hospital emergency department for a Sexual Assault Evidence Collection Kit (SAECK). The Emergency Services Department houses BARCC’s nearly 200 volunteers who provide frontline support for emergency service programs. The Emergency Services Department’s programs serve as the initial point of contact for many of the clients who seek and utilize BARCC’s Client Services.

POSITION OVERVIEW:

The Emergency Services Senior Manager is responsible for overseeing the day-to-day operation of the BARCC’s four emergency service programs: 24/7 Hotline, Web Chat Hotline, Incarcerated Survivor Support (ISSP) Hotline, and Medical Advocacy. This role maintains, updates, and improves upon the systems, processes, protocols, and training used across the emergency services. The Emergency Services Program Senior Manager collaborates with internal and external partners to develop and expand emergency services to increase access and improve the experience of underserved survivors. This position works closely with the Emergency Services Volunteer Senior Manager to ensure all volunteers have the training, support and information they need to provide quality services.

KEY RESPONSIBILITIES:

• As needed, recruit, interview, train and onboard, diverse and qualified new Relief Emergency Services Shift Supervisors

• Provide consistent supervision to all Relief Emergency Services Shift Supervisors, addressing professional development needs and ensuring that each person is providing high quality services in line with BARCC’s mission vision and values while maintaining appropriate workloads.

• Balance attention to staff’s professional and programmatic needs with dedicated time to process the personal impacts of trauma work.

• Ensure that Relief Emergency Services Shift Supervisors comply with BARCC’s confidentiality, privacy, record keeping, and data gathering guidelines.

• Support the quarterly 40 hour RCC training for new volunteers, staff and interns
• Collaborate with the Emergency Services Volunteer Senior Manager to ensure volunteers have access to updated information, training and support to feel confident addressing a range of situations on the hotlines or in the hospital
• Support the ability of the volunteers to identify and respond to vicarious trauma or other impacts from doing trauma work
• Support volunteer engagement and appreciation activities and strategies to build community and retention among volunteers.

Manage emergency services development, infrastructure and access

• Together with other Emergency Service staff respond to and manage unusual trends/occurrences on the hotline or in the hospital- some situations will require rapid response times to ensure continuity of services.
• Maintain the call/chat routing and scheduling system
• Collaborate with emergency service staff on further development of the system to increase access to BARCC’s emergency services for clients, community members, and volunteers.
• Co-lead monthly meetings for all emergency services staff to connect, discuss trends and review departmental needs.
• Collaborate with the Deputy Director to create and support strategic goals for the Emergency Services to facilitate the development, expansion, advancement and improvement of BARCC’s Emergency Services.
• Support BARCC’s outreach efforts to increase access to emergency services in all communities served by BARCC, with a focus on currently underserved populations.
• Regularly connect with Boston area hospitals and Sexual Assault Nurse Examiner (SANE) regional coordinators to facilitate access to BARCC’s medical advocacy program.

Emergency service direct client support

• As needed take on-call shifts. This involves taking overflow calls/chats, providing support to on-call volunteers, and managing complex situations that may arise during the shift.
• Manage the requests for mail to incarcerated survivors that come through the hotline.

Collaboration

• Attend inter-department and staff-wide meetings.
• Participate in collaborations with other departments and external partners.

REQUIRED QUALIFICATIONS:

• Must be committed to BARCC’s mission and philosophy.

• Minimum of 3 years of experience in program coordination or management.
• Demonstrated ability to support and supervise a team of staff.
• Demonstrated ability to pivot from direct service provision to administrative or oversight functions with minimal supervision.

• Demonstrated ability to communicate effectively and empathetically via phone, video chat, and text based web chat.

PREFERRED QUALIFICATIONS:

• Knowledge of the systems survivors interact with (including correctional, health care, law enforcement, housing, etc) and commitment to addressing structural harms those systems perpetuate.

• Direct experience providing sexual violence crisis services strongly preferred.

• Bilingual English/Spanish strongly preferred.

PHYSICAL DEMANDS / WORK ENVIRONMENT

• This position involves significant phone and text based communication with clients, volunteers, and staff. Must be able to engage in prolonged periods of sitting/standing while working on a computer/phone.

• Willing to provide direct services to survivors from many backgrounds including those who are currently incarcerated.
• All BARCC staff are required to undergo a criminal records check as per regulations from the Department of Public Health. Prior instances of interpersonal violence may disqualify an applicant from employment with BARCC.
• Hybrid work; minimum two days per week on-site in the Cambridge office with additional on-site time required for training, and departmental or organizational meetings, and events

• Weekend and evening availability forRCC trainings and for volunteer, departmental, and organizational meetings and events