National Domestic Violence Hotline
  • Program Services
  • Austin, TX, USA
  • $105k - $115k
  • Salary
  • Full Time

This position is located at our Austin Office, however, at this time during the Covid-19 Pandemic, The Hotline expects to be working remotely at least through 06/2021. To be eligible for this position, you must reside in or plan to relocate to the Austin area. We will continue to evaluate when it is safe to return to our office, based on CDC recommendations. Candidates for this position need to be able to work remotely temporarily with the expectation of returning to our Austin Office.

General Position Purpose Statement:

As a member of the Senior Leadership team, the Vice President of Programs (VP of Programs) oversees the Program Services team and programming strategy for our domestic violence and healthy relationships crisis- intervention contact center. This position reports to the Chief Operating Officer and will provide strategic leadership, and management of the Program Management team; advancing their professional development by overseeing performance standards, mentoring, coaching, and training. The VP of Programs will ensure alignment of Program staff and resources to fulfill programmatic organizational goals and objectives; cultivate asset- and equity-based policies and practices that improve and expand program service efforts, techniques, and efficiency. The VP of Programs is a driving force for contact center operations overseeing and coordinating activities for the Program Services supervisory team in a 24/7 high-volume, inbound contact center environment. The VP of Programs will lead through anti-oppression and social justice lenses and have a commitment to equity while ensuring a culture of belonging for all team members, particularly those with identities that have been historically marginalized. The VP of Program Services is responsible for ensuring the delivery of exceptional service to every person reaching out via phone, digital chat, and text, according to the Core Values of The Hotline.

The National Domestic Violence Hotline operates 24/7. All work is informed by, and conducted through adherence to, the values of The Hotline:

  • Integrity: We conduct every aspect of our work to the highest ethical standards and hold ourselves accountable to We value transparency and staunchly safeguard the confidentiality of those we serve.

  • Thought Leadership: We are committed to learning constantly, developing innovative practices and evolving strategies as necessary to achieve our vision and mission.

  • Excellence: We value performance and results. We aspire to be the best and to embrace the challenge to exceed expectations.

  • Collaboration: We work as a team within the organization and with a wide range of partners outside of it, in the belief that only through these partnerships will we achieve the broadest

  • Social justice: We value diverse perspectives and strive to incorporate an anti-oppression lens in all aspects of our

  • Caring: We conduct our work with compassion and in the spirit of inclusion, and we meet all individuals with respect and without

  • Survivor-centered: Our work begins and ends with the interests of survivors of relationship abuse in


$105 - $115

Essential Duties/Responsibilities

  • Ensure professional development of managers by identifying, developing, providing, and/or facilitating coaching and training opportunities for the management team.
  • Demonstrate enthusiastic support of The Hotline's vision, Core Values, and Shared Commitments.
  • Ensure the alignment of Program staff and resources to fulfill department objectives, including providing budget recommendations.
  • Ensure the resolution of complex contactor situations, complaints, or inquiries.
  • Provide a trauma-informed approach to leadership, understanding and being responsive to the nature of advocacy at The Hotline.
  • Recognizing the needs of a 24/7 organization, identify strategies to be responsive to the operational needs of all staff.
  • Cultivate a positive, healthy, collaborative, and positive team culture in which each team members understand and are connected to the vital role they play in fulfilling the organization's mission.
  • Ensure continuous quality improvement for Hotline advocates by providing support and tools to deepen their understanding of and ability to provide trauma-informed, survivor-centered responses.
  • Oversee the development of Advocates to their highest potential by ensuring appropriate coaching and training, from the Program Management team, in support of improving the employees' performance.
  • Hold Programs Services team accountable for their performance, attitude, and behavior and recognize employees who perform at a high level.
  • Set strategic goals, effectively guide, and implement changes to best meet the needs of our 24-hour operations and our contacts.
  • In collaboration with Hotline leaders, develop, establish, implement, and evaluate programs and initiatives that enhance advocacy services to survivors.
  • In collaboration with the Workforce Management department, monitor staffing levels and call volume trends; make staffing recommendations to ensure service level goals are attained and maintained.
  • In partnership with the Director of Operations, ensure Quality Assurance (QA) coaching is consistent, relevant, and reflects the Hotline's values, and that operational issues and deficiencies discovered during QA analysis are addressed and overcome.
  • Coordinate work processes and procedures with Program Services Management to ensure department operates effectively and efficiently.
  • Oversee department to ensure consistency across all processes and procedures; ensure compliance of policies and procedures to prevent loss for non-compliance or potential legal action.
  • In partnership with the VP of Technology, oversee efficient and effective use of the Genesys PureCloud contact center platform; evaluate and recommend potential system enhancements to improve the contactor experience; assist with the design of and oversee call flows in phone queue system; identify and resolve issues that arise with Genesys Contact Center platform and the Caspio database platform.
  • Responsible for call and service level reporting for the contact center.
  • The ability to carry out supervisory responsibilities in accordance with the organization's policies and procedures.
  • Oversee and coordinate programmatic evaluations with funders and external partners.
  • Collaborate with the People Team to manage personnel matters, including hiring, staff development, and employee relations issues, and employee support and wellbeing in keeping with the Hotline's Appreciative Inquiry Supervision Model.
  • Collaborate with the Director of Staff Support & Wellbeing to promote and implement initiatives and supports that cultivate resilience, and address secondary trauma and burnout with advocates.
  • Develop an expertise in Appreciative Inquiry (AI) and, in particular, The Hotline's AI Supervision Model, in order to model and consistently utilize Appreciative Inquiry and asset-based supervision approaches, and coach and support managers to ensure consistent and effective use of the model.
  • Build, cultivate and maintain generative working relationships with external programs and internal departments to support departmental goals.
  • Ensure the timely and accurate recording of grant activities using internal reporting systems.
  • Represent The Hotline as needed, in coordination with the Communication's team, and requested through public speaking opportunities, written correspondence, participation in national conferences, committee appointments and other venues.
  • Other projects and responsibilities may be added and/or changed at the discretion of the COO.

This description only includes essential job functions and does not imply that these are the only duties to be performed by the employee in this position. Employees will be required to follow any other job-related instruction and perform any other job-related duties requested by management.


  • Bachelor's degree in Social or Human Services or related.
  • A minimum of 5 years of progressively responsible experience in a not-for-profit leadership role.
  • Experience in direct services to victims of domestic violence or similar human services program.
  • Experience in managing operations of a crisis hotline/contact center.
  • Knowledgeable of asset-based approaches to supervision.
  • Experience in providing professional development to supervisees, including coaching and training.
  • Proven experience leading organizational change processes.
  • Demonstrated knowledge and ability in program development, implementation and evaluation.


  • Excellent time management and organizational skills
  • Flexibility; ability to approach successes and challenges as a learning opportunity
  • Ability to instill culture and inspire performance
  • Strong presentation skills; proactive and strong attention to detail; superior written and verbal communication skills including ability to communicate effectively for presentation and written publication, for internal and external distribution.
  • Versatility; proactively respond to challenges by thoughtfully leaning into opportunities to address and learn from difficult situations and/or conflict.
  • Exceptional interpersonal skills; appreciate the differences in people, minimizing conflict and obtaining maximum performance
  • Team-building; motivate, inspire, and build trust
  • Exceptional emotional intelligence; self-awareness, self-regulation, empathy, social skills, motivation
  • Knowledge of contact center technology platforms and channels
  • Knowledge of domestic violence issues including circumstances faced by those experiencing domestic violence.
  • Develop and manage departmental budget.
  • Knowledge and understanding of local, state and national policies and resulting processes that affect The Hotline's operations and contacts.
  • Intentionally and actively fostering positive working relationships and organizational culture.
  • Exceptional emotional intelligence skills to build, cultivate, and facilitate strong working relationships.
  • Critical analytical skills to understand the political, social, financial and external issues affecting service providers
  • Ability to manage numerous initiatives in order to meet deadlines and to deliver high quality outputs, including ability to re-order work and priorities in response to demand and crises.
  • Demonstrated ability to work under tight and/or changing timelines
  • Disciplined leadership and time management skills to coordinate and prioritize activities, evaluate progress and provide feedback; and to reallocate resources to complete activities within a set deadline.
  • Working knowledge of Windows Operating Systems and Microsoft Office applications.

Other Requirements/Working Conditions

  • Ability to read, write, and converse in English
  • Prolonged sitting and/or standing using a keyboard, phone, and computer

This description only includes essential functions of the job. These statements are not intended to be construed as exhaustive of all duties, responsibilities, and skills required for this position. Employees will be required to follow and any other job-related instruction and to perform any other job-related duties required by the job objectives, supervisor, and mission and values of The Hotline. This description does not modify any employee's at-will-status and is not a contract for continued employment of any duration.

This description does not modify any employee's at-will employment status and is not a contract for continued employment of any duration.

National Domestic Violence Hotline
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