Part-Time Hotline Specialist
Supervisor: Director of Residential Services
Program: Emergency Shelter
Hours: Number of hours per week will range from 12-24 (not to exceed)
Saturday- 7am-3pm, 3pm-11pm, 11pm-7am
Sunday- 7am-3pm, 3pm-11pm, 11pm-7am
Hours of Operation: The Emergency Shelter houses the Hotline which is in operation 24/7, 365 days per year. *This position will include work on weekends, overnight and holidays.
The Hotline Specialist responds to incoming hotline calls from survivors of domestic violence and provides crisis intervention, referrals, information and problem solving to all callers. This position also assists with the upkeep and maintenance of the shelter, and with meeting the needs of the shelter clients. Schedule flexibility and the ability to work with little notice are required for this position.
- Perform telephone hotline crisis intervention and takes appropriate action, including new client intake and exit procedures
- Provide problem-solving, safety planning, education, advocacy and referrals to callers and current clients as appropriate
- Prepare, clean, and set up rooms for new families coming into shelter.
- Assist in overall office administration and maintenance, including maintaining common areas as necessary
- Maintain accurate and timely documentation of client services
- Work directly with other hotline staff, and shelter support staff for the purpose of coordinating needs and services of shelter clients
- Assist with some light cleaning, meal prep, and meal service as needed
- High School Diploma or GED, some college preferred
- Bilingual (Spanish) preferred
- General knowledge of domestic violence and how trauma affects individuals
- 1 year of experience in a social service setting, preferably handling crisis calls and/or crisis intervention
- Ability to be on-call & work holidays and weekends
- Ability to attend required meetings, which may be scheduled during hours outside of the regular schedule.
- Strong ability to multi-task and make critical decisions without a supervisor present
- Ability to handle on-site crisis situations, and adapt to the changing needs of the families we serve
- Must possess and demonstrate a high level of empathy and sensitivity to all incoming callers and current clients at the shelter
- Ability to manage time and complete multiple activities within a time frame.
- Demonstrated ability to manage high stress situations.
- Ability to work as a team member, providing support and constructive feedback in interpersonal interaction.
- Ability to work with people from a variety of backgrounds and experiences.
- Ability to respond with empathy and support to victims in crisis situations and with sensitivity and awareness to diverse cultural, ethnic and social backgrounds, values, attitudes and languages.
- Understanding of an empowerment-based and strengths perspective advocacy model of services.
Qualified individuals please send cover letter and resume to firstname.lastname@example.org