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Training and Quality Assurance Manager

Position: Training and Quality Assurance Manager

Salary: Commensurate with experience  

FLSA Status: Full-time exempt

Reports to: National Hotlines Director

Location: Washington DC

Other: Please submit a cover letter that includes any salary requirements

 

As part of its mission to eradicate human trafficking, Polaris operates the National Human Trafficking Hotline and BeFree Textline as part of its US Model program.  The US Model program works to improve the systemic response to protect victims of human trafficking in the United States. The program is designed to provide human trafficking victims and survivors with access to critical support and services to get help and stay safe, and to equip the anti-trafficking community with the tools to effectively combat all forms of human trafficking.  

The successful candidate will be an experienced trainer with demonstrated competence and skill in the creation, maintenance, and delivery of high quality training, continuing education, and professional development to support a 24 - hour operation in a complex, trauma-informed environment.  S/he will have an expertise in building strong cohesive teams, adult learning theory.

S/he will excel in a fast-paced and evolving environment that values innovation, efficiency, collaboration, and exceptionally high quality service. Most importantly, this person will be passionate about fighting human trafficking and will have the demonstrated ability of working with and supporting survivors of trafficking and/or other forms of trauma.  This team member will work closely with the National Hotline Operations Manager and report to the National Hotlines Director.

 

Responsibilities

  • Develop and maintain internal continuous training program for the Hotline that focuses on: proactive, high quality case response; staff resilience; and collaboration across Hotline teams;

  • Manage creation and maintenance of internal topical, reporting, and systems protocols;

  • In partnership with the Hotline Operations Manager facilitate new Hotline Advocate recruitment at least three times a year;

  • Review, revise and facilitate Hotline Advocate training, incorporating a survivor and trauma-informed lens across curriculum;

  • Develop training materials for Senior Hotline Advocates, Hotline Supervisors, and Case Analysts;

  • Along with Hotline Leadership, coordinate purposeful and engaging monthly National Hotline staff meetings;

  • In collaboration with the Hotline Operations Manager, develop systems for performance evaluation and quality response measurement;  

  • Participate in the development and implementation of the National Hotline strategic plan;

  • Support the Hotline Operations Manager with Hotline Advocates recruitment cycles as needed; and

  • Other duties as assigned.

 

Required Qualifications

  • Bachelor’s degree or equivalent combination of education and/or experience;

  • Minimum four years professional experience;

  • Demonstrated experience developing, maintaining, and facilitating training, continuing education and professional development;

  • Prior experience working on the issue of human trafficking and/or directly with survivors of severe forms of exploitation;

  • Proven ability to exercise good judgment and independent decision making when faced with complex problems;

  • Proficiency working with databases and ability to quickly learn and utilize diverse technologies and systems that will support training efforts;

  • Demonstrated resilience, positive attitude, competence and sensitivity working with survivors of trauma from diverse backgrounds;

  • Ownership and initiative, natural self-starter, strong ability to fully own and manage large areas of responsibility independently;

  • Detail-oriented with strong writing, analytical and organizational skills; and

  • Excellent interpersonal skills with a strong focus on direct and open communication and provision of regular feedback.

 

Preferred Qualifications

  • Experience working on a victim-centered or resource-oriented hotline.

 

Other

  • Survivors of human trafficking encouraged to apply;

  • Subject to a criminal background check;

  • Subject to a probationary term contingent on training performance; and

  • Request for three professional and/or personal references.

 

Values Statement

The work of Polaris is grounded in a set of values and organizational beliefs that provide a common starting point for all of our activities. At Polaris, we look for talented individuals who are passionate about combating all forms of human trafficking and who will strive to embody and model these values within the Polaris community and in the anti-trafficking field. Please take a moment to make yourself familiar with these values and our mission statement before submitting your application. You can find a full description of our values here.