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 (A21), and we work to free people in slavery and disrupt the demand. 

For 17 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

The Hotline Manager oversees the daily management and strategic development of A21's Hotline. This role ensures effective case handling, accurate data management, coordination with law enforcement and partner organizations, and continuous improvement of hotline operations to identify and assist victims of human trafficking.

MAIN RESPONSIBILITIES/ KEY DUTIES 

Hotline Operations Management

• Manage staff shifts and holidays schedule to ensure 24/7 hotline coverage.
• Support the recruitment, hiring, training, and onboarding of new Hotline staff.
• Oversee and evaluate staff performance to ensure high quality of services and use of best practices in the delivery of person-centred, trauma-informed services.
• Support the hotline call specialists, ensuring they have the tools and resources to successfully perform their duties.
• Supervise daily incoming calls and ensure calls are handled professionally and efficiently.
• Collaborate with suppliers' technical teams to ensure adequate maintenance of the hotline and resolve any technical issues promptly.
• Prepare and submit required reports, including: weekly report, quarterly report, impact hotline report, bi-annual operations report, quarterly funding report.  
• Communication with A21 Global regarding upkeep of Hotline website, branding, communication.
• Engage in strategic planning and help execute the Hotline's goals and targets.
• Hospitality of guests, planning and logistics for conferences, trainings, accommodation etc.
• Ensure accurate data entry and record-keeping within the TOP platform.
• Monitor workload distribution and maintain a balanced, supportive team environment.

Case Management

• Respond to Hotline calls in accordance with A21's Operational Protocols.
• Oversee and monitor the consistency and quality of hotline responses and referrals, ensuring that case response is appropriate and timely.
• Ensure that victims and potential victims are referred to appropriate care. 
• Review and forward credible hotline tips or signals to law enforcement, ensuring follow-up communication.
• Guide call specialists in handling sensitive calls.
• 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.
• Attend anti-trafficking network meetings and/or subworking groups with relevant institutions and NGOs to ensure comprehensive case responses.
• Participate in emergency on-site operations alongside the A21 Restore Team.
• Collaborate closely with the Country Manager and Restore Manager on victim identification and referral to A21.
• Work collaboratively with the A21 Hotline Specialist and Hotline Managers in other countries to share best practices.
• 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 and strengthen key relationships with institutions, NGOs and other stakeholders.
• Maintain current working knowledge and relationships of key police needed for Hotline function, both for emergency calls, and for building prosecution cases.
• Create and maintain a network of professional partners (including but not limited to social workers, policemen, lawyers, judges, prosecutors, etc.) 
• Represent the hotline in antitrafficking related conferences, seminars and other public events.
• Promote the hotline through awareness campaigns, social media, and media interviews.
• Collaborate with the Communications Team in designing and developing promotional materials and other resources that effectively raise awareness about the hotline.

Other Duties

• Contribute to general office operations and other projects as needed
• Any other duties as directed by the Country Manager.
• Hospitality of visiting guests and/or A21-hosted trainings.

PERSONAL SPECIFICATIONS -  Qualifications, Experience, Knowledge & Skills

ESSENTIAL:

• Bachelor's degree in Psychology, Social Work, International Relations, Sociology, or related social sciences.
• At least 2 years of professional experience in human trafficking, humanitarian work, or working with vulnerable populations.
• Proven experience in team management, including supervision, coaching, and performance development.
• Experience in crisis management or crisis intervention.
• Fluency in Greek and English (C2) spoken and written.
• Excellent interpersonal, verbal, and written communication skills.
• Understanding of Greek culture and context.
• Ability to work effectively in a multicultural, global organization.
• Empathy and sensitivity towards trafficking survivors.
• Ability to work calmly under pressure and maintain confidentiality.
• Ability to exercise sound judgment and independent decision-making in complex situations.
• Strategic planning and time management skills in fast-moving, changing environments.
• Commitment to the organization's mission and anti-trafficking principles.
• Willingness to work non-traditional schedules, including evenings, weekends, and travel.
• Valid driver's license and ability to provide a police check.

DESIRABLE

• Previous experience working with refugees or other vulnerable populations.
• Previous experience collaborating with institutions, NGOs, or law enforcement.
• Previous experience working in a call center or managing hotline operations.
• Additional language skills (Spanish, French, Russian, Arabic, or others).
• Pro-active, self-motivated, and able to achieve goals with minimal supervision.
• Proficiency in Microsoft Office Suite and CRM/databases.
• Skills in advocacy, facilitation, problem-solving, and evaluation.
• Strong analytical and reporting skills with attention to detail.
• Ability to manage multiple tasks and cases while prioritizing efficiently.
• Ability to work effectively under pressure.
• Flexibility and resilience in working with survivors with multiple support needs.