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About the Role

The Hotline Program Manager will oversee the Texas Democratic Party’s Voter Assistance Hotline, managing operations, volunteer leaders, and agents to assist voters with questions and voting issues.

Responsibilities

• Oversee all elements of the Voter Assistance Hotline, including capacity planning, volunteer recruitment and support, and ensuring every caller receives timely assistance.
• Manage and support a team of Hotline Captains.
• Recruit, train, schedule, and support volunteers who answer voters’ calls.
• Create resources and establish training protocols for hotline volunteers and leaders.
• Oversee hotline technology and implement processes for troubleshooting and training.
• Manage voter protection volunteer data in VoteBuilder/VAN & LBJ.
• Ensure all voter interactions are properly documented and provide regular reports on issues, trends, and volunteer metrics.
• Monitor hotline volume and volunteer signups to ensure adequate staffing and real-time support.
• Collaborate to develop voter education messaging and resources, and promote the Hotline.

Requirements

• At least one cycle of experience working on a campaign or managing volunteers.
• Comfortable reading complex legal and election policy concepts and explaining them to non-lawyers.
• Experience analyzing laws or complex policies and procedures in the legislature, as a paralegal, or in a non-profit environment is preferred.
• Maintain professionalism under pressure and take a responsive, productive approach to all stakeholder and volunteer interactions.
• Comfortable with technology and learning new tech platforms.
• Strong commitment to voting rights, voter access, and electing Democrats.
• Strong judgment and comfortable working in fast-paced environments with emerging, unanticipated challenges and balancing priorities.
• Strong lens and judgment on issues of race and equity, with a sophisticated understanding of racial equity and structural racism as it relates to our work, and an awareness of voter suppression’s disproportionate impact on marginalized communities.
• Willingness to work long and irregular hours as Election Day approaches, and during Early Vote and Election Day operations.
• Must be a U.S. citizen or U.S. green card holder due to FEC regulations.

Skills

• Customer service
• Technology proficiency
• Spanish language skills (plus)