- Lead, develop, coach, and manage a team of direct reports, ensuring accountability, strategic alignment, and results.
- Evaluate team performance, set and track improvement goals, conduct performance reviews, and address performance expectations.
- Audit direct service staff work for quality and productivity, and provide real-time feedback.
- Manage shift queues by monitoring counselor status and directing conversation transfers.
- Support staff questions, debriefing, and escalations.
- Complete shift activities, including timesheets, attendance tracking, and submitting outstanding abuse reports.
- Review and contribute to process and procedure documentation.
- Develop and facilitate training for new and re-engaging counselors, including monitored shifts and chat/text observation.
- Complete case reviews, case record audits, updates, and database management as needed.
- Communicate with law enforcement and child welfare agencies on imminent safety concerns and child abuse when required by protocol.
Active listeningQuality Assurance