Hotline Manager

**WHO WE ARE**:
A21 is a nonprofit organization fueled by radical hope that human beings everywhere will be rescued from bondage and completely restored. We are the abolitionists of the 21st century, and we work to free people in slavery and disrupt the demand.

For 15 years now, we've rolled up our sleeves and set our feet to action. Why? Because in a single moment a number can turn into a name, a tragedy into a victory, and a belief into an action.
Freedom. That's our goal for every human being on the planet.

**OUR MISSION**: Abolish slavery everywhere, _forever_.

**WHAT WE ARE LOOKING FOR**: Hotline Manager

**JOB PURPOSE**
- To effectively manage the operations of A21’s national human-trafficking hotline in Spain

**MAIN RESPONSIBILITIES/ KEY DUTIES**

**Hotline Operations Management**
- Oversee the day-to-day operations of the Hotline Call Specialists, including staff performance, scheduling, evaluation, and ensuring effective and efficient shift supervision, ensuring that they use best practices in the delivery of person-centred, trauma-informed services
- Manage, train and support the hotline call specialists, ensuring that team members have the necessary tools and resources to successfully perform their duties
- Respond to Hotline calls in accordance with A21’s Operational Protocols
- Work collaboratively with the Hotline Managers in other countries to share best practice
- Ensure all Hotline cases are correctly recorded to allow for accurate monthly reporting
- Support the recruitment, hiring, training, and onboarding of new Hotline staff
- Engage in strategic planning and help execute the Hotline’s goals and targets
- Work together with suppliers’ technical teams to ensure adequate maintenance of the hotline (hardware and software)
- Report on a weekly basis to Country Manager/Intervention Coordinator
- Report quarterly to Country Manager/Management
- Bi-annual operations report to Country Manager/Intervention Coordinator
- Quarterly funding report
- Communication with A21 Global regarding upkeep of Hotline website, branding, communication

**Case Work**
- Oversee and monitor the consistency and quality of hotline responses and referrals, ensuring that case response is appropriate and timely
- Forward major tips / signals to police to investigate
- Provide assistance to the authorities in every aspect of the case work
- Work in close partnership with other institutions / non-profit organisations to ensure adequate work on each case has been done
- Ensure that victims and potential victims are referred to appropriate resources
- Attend anti-trafficking network meetings quarterly
- Participate in emergency on-site calls along side A21 Aftercare Team
- Ensure appropriate intervention and effective response, with a victim-centered approach, to determine the status of a victim or potential victim of trafficking, both on the phone and in person

**Partnerships**
- Develop key relationships with institutions, NGOs and other stakeholders
- Maintain knowledge and relationships with key police needed for Hotline functions, both for emergency calls, and to build prosecution cases
- Ensure operational protocols continue to support appropriate exchange of information and intelligence with a range of agencies, including law enforcement
- Create and maintain a network of professional partners (including but not limited to social workers, policemen, lawyers, judges, prosecutors, etc.)
- Work with the Reach Department to promote the hotline on a national level

**Other Duties**
- Generally contributing around the office and as needed on other non-specified projects
- Any other duties as directed by the Country Manager/Intervention Coordinator
- Hosting guests, planning and coordinating conference logistics, accommodations, etc.

**PERSONAL SPECIFICATIONS - Qualifications, Experience, Knowledge & Skills**

**ESSENTIAL**:

- Good standard of general education (Bachelor Degree)
- Good interpersonal skills
- Fluent in spoken and written Spanish and English (B2, C1, C2)
- Ability to communicate clearly verbally and in writing
- Understanding of the Spanish culture
- Understanding of and empathy with the needs and rights of trafficking survivors
- Ability to demonstrate a high degree of integrity and maintain confidential information
- Uphold, safeguard and promote the organization’s values and philosophy relating particularly to ethics, integrity, corporate social responsibility
- Ability to exercise good judgement and independent decision making when faced with complex problems
- Ability to prioritise time and plan strategically, in fast-moving, changing environments
- Ability to manage crisis or emergency situations.

**DESIRABLE**:

- CRM Databases
- Bachelor Degree in Psychology, Social Work, International Relations, Sociology or any sort of Social Science.
- Languages (French, Russian, Arabic, others)
- Experience in work with institutions and/or police.
- Pro-activeness and ability to successfully ach