Monica Krebs Email & Phone Number

Ellicott City, Md, Us

Washington Dc-Baltimore Area

Manage the National Hotline's 24/7 operations, data reporting, and internal training program.Directly supervise a team of three managers and coordinator level. Lead and manage the Hotline Optimization Project focused on improving the technology underpinning the Hotline user experience, strengthening the systems that influence frontline employee well-being, and increasing trust in external stakeholder relationships. I led internal project management efforts working collaboratively across all departments of the organization to manage multiple facets of the project. Simultaneously, I was the main point of contact for external partners providing technical support to ensure everything we implemented kept evidence-based best practice top of mind from the UX of the system our advocates use, to the specific data we collect, and how we serve survivors. I implemented experiments throughout the project where possible and used resulting data to iterate and inform appropriate next steps. The results of this project have led to an overhaul of our contact center system, improved performance metrics for our federal cooperative agreement and increased retention for frontline employees. We reduced caller wait times by more than 40%, workflow steps by 45% and loading screens in our internal interface by 50%. We experimented with and are now using a scripted chat bot that resulted in a 56% decrease in missed SMS, a 16% increase in proportion of trafficking and high-risk SMS answered, and a significant improvement in self-reported employee experience on SMS shifts. We implemented an improved scheduling model which supported us in solving a backlog in non-urgent signals. Finally, we redesigned our frontline employee onboarding which resulted in increased retention of trainees to 100% over the course of training.

-Managed large scale Hotline Optimization Project using data-driven trends to inform improvements to hotline operations, structure, and performance-Managed the website content and data migration for the enhanced NHTH website, including directly supervising three support staff and their professional development-Designed, managed and implemented the Trafficking Hotline's quality improvement program and provided objective and fair assessments of 40-50 full and part-time team members' performance, and constructive feedback for professional growth-Developed and maintained standardized monitoring and evaluation tools, including the Quality Assurance Surveillance Plan-Used data from monitoring and evaluation processes to identify trends and opportunity for case response, data quality, and process improvement-Collaborated across internal teams to create tools and resources that improved quality of case response and data collection-Managed all data analysis and reporting obligations required per the five-year NHTH Cooperative Agreement-Trained and supervised the Data & Quality Improvement Coordinator in their work, and managed and supported their professional development, including supporting the growth and internal promotion of a direct report-Developed collaborative relationships with strategic stakeholders in the anti-trafficking field including survivor leaders, federal law enforcement, trusted service providers, and members of leadership within other victim services hotlinesIdentified and provided background material and information to support proposals and grant requirements for various funders

Design, manage, and implement the Quality Improvement Program. Provide objective and fair assessments of Hotline team members’ performance and constructive feedback for quality enhancements. Use data to identify trends and opportunities for case response, data quality and process improvement. Collaborate with the Training Manager and Associate Director and contribute to the creation of tools andresources that improve the quality of case response and data collection. Develop and maintain standardized monitoring tools, including the Quality Assurance Surveillance Plan (QASP). Manage all data analysis and reporting obligations required per the NHTH Cooperative Agreement.

 Support Polaris’s Corporate Partnership Team in relationship development and execution oftransportation partnerships that include in-kind for use on the Hotline, as the Hotline’srepresentative; Develop and maintain the National Hotline corporate partnership topical protocols to ensureconsistent, thorough, and survivor-centered case response when executing in-kind elements from corporate partners; Manage data and outcome collection, tracking, and reporting needs for corporate partnerships that demonstrate impact of corporate partnership elements used on the National Hotline; Review and manage a caseload of human trafficking and exploitation tips, crisis cases, and requests for victim assistance received through the National Hotline; Develop and manage relationships with Hotline partners including law enforcement, serviceproviders, government agencies, and other key stakeholders, to ensure thorough and appropriate case follow-up; Facilitate transportation needs – including booking airfare and hotel rooms – for survivors requesting assistance through the National Hotline; Collect, track, and analyze case outputs and outcomes that demonstrate impact ofcorporate engagement program used on the National Hotline; Act as liaison between Polaris’s National Hotline Program and corporate engagement program – providing a complete feedback loop between teams; Cultivate network-specific trafficking assessment questions and responseprotocols for trafficking survivors; Conduct quality, content, and regular updates to the Hotline’s Emergency Referral and Reporting Protocols to ensure a victim-centered response and that information is accurate,current, and reflective of existing capacity in the field; Develop and deliver specialized human trafficking trainings to internal staff and externalstakeholders; Engage in strategic planning and help execute the Hotline’s goals, work plan, and metrics

Washington D.C. Metro Area

-Triaged, organized, and managed the workflow of up to 28 Hotline Advocates on shift -Reviewed and cleaned hotline data within the Salesforce environment, and completed discrepancy checks on a monthly basis -Developed internal resources to assist advocates in responding consistently and efficiently to all signals -Researched trauma-informed service providers to expand the safety net of hotline resources for underserved populations-Fielded contact from stakeholders and produced clear, concise, accurate case notes and reports to ensure appropriate case response-Analyzed information provided by callers to determine indicators of trafficking present-Identified needs of survivors contacting the hotline and connected to appropriate resources -Input qualitative and quantitative data and coded cases using a CRM to capture trends

Washington D.C. Metro Area

-Reviewed and cleaned hotline data within the Salesforce environment, and completed discrepancy checks on a monthly basis -Developed internal resources to assist advocates in responding consistently and efficiently to all signals -Researched trauma-informed service providers to expand the safety net of hotline resources for underserved populations-Fielded contact from stakeholders and produced clear, concise, accurate case notes and reports to ensure appropriate case response-Analyzed information provided by callers to determine indicators of trafficking present-Identified needs of survivors contacting the hotline and connected to appropriate resources -Input qualitative and quantitative data and coded cases using a CRM to capture trends

Silver Spring, Md

-Researched and developed public fact sheets covering a variety of topics including human trafficking, LGB survivors, transgender survivors, financial costs of sexual assault, and street harassment-Developed a training on human trafficking for the organization-Developed a training on forensic exams and a SAFE eBrochure to better standardize information about statewide programs -Provided logistical support for MCASA's annual fundraiser to assist with capacity building and development -Provided administrative support to the programs’ staff members-Collected and analyzed feedback for public training events to ensure data-driven improvements-Wrote relevant, timely articles for the quarterly eNewsletter

Hillsboro, Wv

-Supervised youth ages 12-17 and taught middle and high school math curriculum, and assisted with a course on food justice in Appalachia -Completed independent research on asset mapping and developed an asset inventory of the tri-county area to enhance organizational capacity-Developed and taught a comprehensive sex education seminar to a group of 10 youth-Directly supervised and mentored a group of 4-5 youth during each camp session and led group activities to promote self-awareness and healthy self esteem-Provided in-the-moment, trauma informed support to youth after disclosures of sexual abuse and followed protocol to ensure appropriate mandated reporting procedures

Marietta, Oh

-Liaised with prospective students and their families-Provided detailed and tailored campus tours to prospective students, focusing on individual interests and needs-Led special event tours for students, including groups of more than 20-Completed secretarial work including filing admissions paperwork and organizing mailings

Marietta, Oh

-Independent study on the 'Glass Cliff' phenomenon -Capstone: Human Trafficking in Thailand-Chi Omega, Community Service & Philanthropy Chair-Circle K International, Treasurer-Marietta College Dance Team-International Alternative Spring Break, Trip Leader-Social Justice Leadership Institute, Student Coordinator-Colony Historic Theatre Association, Student Board Member-Honors Program-Scholars' Community-NYTimes Leadership Fellow

Towson, Md

-Supervised and taught dance to youth ages 5-11 -Facilitated annual dress rehearsal and recital programs for over 100 youth, including set-up and tear-down of event-Supervised the dancers backstage during annual dress rehearsals and recitals, ensuring a smooth production-Provided emotional support to dancers dealing with stage-fright, or who needed additional encouragement

Master’S Degree, Women'S And Gender Studies, 4.0

Concentration in Health and Sexuality

Bachelor'S Degree, Psychology; International Leadership Studies, 3.67

Activities and Societies: Who's Who Among Students; Stemler Study Abroad Scholarship; Jelinek Travel Scholarship; Schwarz Internship.