Long Island Association for AIDS Care
  • Hauppauge, NY, USA
  • 40,000
  • Salary
  • Full Time

Hotline Manager

Hauppauge, NY Full-time position


To coordinate all activities associated with the agency's hotlines


  • Oversee the day-to-day functioning of the LIAAC's toll-free Client Hotline, ensuring:
    • Client access to discrete agency programs, including case management services.
    • That systems and procedures are streamlined to fast track clients and potential clients access to services.
    • Problems and/or crises are appropriately addressed and documented.
    • Clients accessing services meet program criteria and are advised of necessary documentation.
    • Hotline coverage is maintained at all times.
      1. Directly responsible for full-time coverage of hotline.
      2. Coordinate and manage agency staff coverage of hotline, when hotline staff is unavailable.
    • Program staff is properly trained to respond to HIV-related calls.
    • Documentation is maintained and up-to-date
    • Agency Intakes completed in the hotline capture necessary client level data and are forwarded to appropriate staff for review/assignment.
    • Programmatic statistics and relevant data for monthly reporting of all respective programs are maintained.
    • Hotline access and resource referral information is maintained through a comprehensive referral and resource directory.
    • E-mails sent to LIAAC's Website and Social Media accounts are answered in a timely fashion.
  • Develop, review and implement policies and procedures for hotline  
  • Supervise the Hotline Counselor; monitor staff's time schedule and ensure they adhere to policies and procedures.
  • Prepare monthly, quarterly, and annual reports for respective programs.
  • Oversee monthly compilation of the Medicaid Exclusion report.
  • Assist in the development of workplans and continuation applications for Hotline activities..
  • Participate in the development of evaluative tools/mechanisms and implementation for quality assurance for Hotline activities.
  • Represent the agency at public hearings/forums, community meetings and consumer advisory meetings, and committees, as assigned.
  • Expand agency linkages with other HIV/AIDS service providers throughout Long Island.
  • Participate in media, educational or outreach programs, where the experience of this position is needed.
  • With other agency supervisors, document, report and develop strategies to address trends and issues surrounding the activities of the agency to assist in a concerted work effort.
  • Act as Supervisor of the Day, when needed, assisting with staffing and/or client issues as they may arise.
  • Other duties as assigned.


Reports to the Director of Client Services.


BA/BS required; 2-3 years related experience; Knowledge of area resources; Ability to multitask; Supervisory experience strongly preferred ; HIV and/or call experience preferred; Bilingual preferred



Long Island Association for AIDS Care
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