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Response Team Manager

Department: Human Resources
Location: Colorado Springs, CO

This position manages the incident response team. The response team manager will provide prescribed counsel, direction and follow-up to field calls that are Level 1 & Level 2 incidents in nature in addition training Young Life staff on mandatory reporting and other HR policies.


Essential Duties:


  • Manage and oversee the incident response team; provide training, supervision, support and performance evaluations.
  • Oversee the creation and maintenance of the on-call schedule for incident responders. Ensure all calls are accurately documented in the incident tracking database.
  • Prepare reports, interpret and provide insight on incident calls for Young Life leadership.
  • Lead monthly meetings with all incident responders.
  • Address and correct any issues regarding the answering service.
  • Oversee the preparation of the Red Notebook for each camping season.
  • Foster a team environment of communication, confidentiality and trust.

Documentation, Tracking and Follow-up

  • After each call, accurate documentation of all Level 1 and 2 calls is done using the Incident Call form.
    • The incident responder is required to follow up with the caller to ensure that he or she completed the necessary procedures regarding the reported incident (e.g., did the caller call Child Protective Services (CPS)).
  • Maintain 12-month work flow calendar reflecting highs, lows and ebbs and flows of incident activity.
  • Oversee follow-up and quality control of interactions on complex and incomplete calls.
  • Communicate to the vice president of Human Resources Mission Care & Enrichment (VP of HR MC&E) when appropriate.
  • Communicate call statistics and significant incidents to divisional senior vice presidents (SVP)s during the summer camping season on a monthly basis.

Child Abuse Reporting

  • Field appropriate incoming incident calls regarding child abuse.
  • Manage and advise field staff regarding child abuse situations. These calls include but are not limited to the following:
    • Calls regarding a kid involved in a physical abuse situation perpetrated by a family member.
    • Calls regarding a kid involved in a sexual abuse situation perpetrated by a family member.
    • Calls regarding a kid involved in a neglect of care situation (family member is neglecting legal duties as caretaker of the child.)
  • Procedure/Resolution — calls may necessitate directing Young Life staff to contact Department of Social Services (DSS) or CPS. Given the severity of the situation, the area director and/or the regional director may need to be contacted.
  • Offer thoughts on safety plans, local resources, and support.

Kids’ Issues

  • Field appropriate incoming incident calls regarding kid issues.
  • Manage and advise field staff regarding “kids’ issues.” These calls may include but are not limited to the following:
    • Self-cutting, suicide threat or attempt, eating disorders, violence, grief, pregnancy, abortion, crimes committed by kids, crimes committed against kids, alcohol and drugs.
  • Procedure/Resolution — Level 1 calls of this nature involve judgment calls regarding whom to contact. Those that might need to be notified included parent(s) or guardian, Young Life area staff person including area director, police or law enforcement.

Staff and Volunteer Misconducts

  • In consultation with the VP of HR MC&E, support and advise field staff regarding Staff or Volunteer misconducts (safety, sexual, and/or financial).
  • Procedure/Resolution — Level 2 calls may necessitate directing Young Life area staff to contact the police or local law enforcement, the regional director and/or the divisional SVP.

Sexuality Questions

  • Help field and camp staff navigate conversations and issues related to sexuality.


  • In conjunction with the VP of HR MC&E, provide training to Young Life staff on mandatory reporting and other HR policies at various training events.



  • College degree in related field preferred.
  • Training on counseling, coaching and/or spiritual direction.

Working Conditions:

  • This position will office at the Service Center with flexibility.
  • Some travel required.

Experience/Qualifications Required For The Job:

  • Previous Young Life staff or leader experience working with kids.
  • Management experience required.
  • Public speaking experience required.
  • Working knowledge of how to report and/or respond to abuse reporting incidents.
  • Proven ability to remain confidential with sensitive information.
  • Proven track record of a professional and relational customer service interactions.
  • Flexibility with schedule is a must.
  • Ability to enter into each situation in a relational manner with staff — not just procedural, but caring for the individual.
  • Excellent written and verbal communication skills.
  • Previous administrative experience.
  • Proven scheduling and coordinating skills.


This description is not intended, and should not be construed, to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with this job.  It is intended to be an accurate reflection of the principal job elements essential for making compensation decisions.

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