• Lead customer discovery sessions to understand operational workflows and system requirements • Configure Workforce Management and back-office systems aligned to documented best practices • Coordinate integrations with payroll, POS, ERP, and related systems • Support data validation, parallel testing, and user acceptance readiness • Partner with Project Managers to ensure delivery milestones are met within scope and timeline • Facilitate customer workshops and training sessions • Maintain accurate implementation documentation • Escalate scope, integration, or data risks appropriately

Title:  DV Hotline Specialist PT ((Sat-Sun,9am-5am) (shift times cannot be changed or accommodated) Department: Artemis House  Reports to: Crisis Hotline Program Manager  FLSA Status: Exempt  Pay Range:        $20.00-$22.00    About Us:  Shelter House was established in 1981 as a grassroots responder to the homelessness crisis in Fairfax County.  Since the organization’s inception, we have adapted and grown to meet community needs, all while working in partnership with government and private partners and community members. Today, Shelter House is a successful and reputable organization of over 100 employees committed to preventing and ending homelessness and domestic violence.  In the last year, our compassionate team of individuals changed the lives of nearly 2,000 individuals, half of which were children.      Our Culture is built from our Core Values of Inclusivity, Collaboration, Accountability, Respect, and Empowerment (i.C.A.R.E.).  In addition to our incredible mission and culture, we offer our employees a work-life balance, 401K (with employer matching), and core benefits (medical/dental/vision) for full-time employees with a generous employer contribution towards premiums.    About the Role:  The Domestic Violence (DV) Hotline Specialist is an essential remote position covering the 24-hour domestic and sexual violence hotline for Fairfax County, through Shelter House. The Hotline Specialist will answer the crisis line and assess callers for shelter entry eligibility in addition to providing resources, information and safety planning, regardless of shelter entry. The Hotline Specialist must listen empathetically and with an ear tuned to assessing imminent danger of lethality due to domestic violence. The Hotline Specialist will provide trauma informed crisis intervention, advocacy, support and safety planning and work in collaboration with community resources and referrals. In addition, the Hotline Specialist will coordinate with shelter staff and management to ensure a smooth transition for callers from the community to the shelter.    All Part-Time Hotline Specialist will receive an hourly pay of $20.00-$22.00 an hour. Part-Time staff are required to cover at least 2 shifts a weekend, which will include weekend days, evenings, and overnights including holiday coverage.  How you will contribute:  - Conduct crisis screenings over the phone with those seeking shelter entry into Fairfax County’s shelter for those fleeing domestic violence or callers seeking DV/SV/Human trafficking/Stalking resources.  - Provide emotional support through supportive listening, trauma informed, crisis intervention, advocacy and safety planning in addition to providing resources whenever possible and requested.  - Provide problem solving, safety planning, education, advocacy to callers as appropriate  - Provide appropriate community referrals and work collaboratively with other community agencies to provide comprehensive services for callers where possible and appropriate.  - Have a quiet workspace with reliable wi-fi connection to conduct calls professionally and privately while maintaining caller privacy.  - Answer every call that comes to the hotline during shift.  - Promptly document all calls in required systems, maintain strict confidentiality, and ensure all required information is gathered and recorded.  - Ability to navigate and utilize digital platforms for tracking/storing information.  - Submit all completed and required documentation no later than the end of a shift.  - Adhere to all agency and department policies and procedures.  - Remain knowledgeable of best practices related to DV/SV/Human Trafficking/Stalking as well as internal policies and processes that may impact shelter eligibility.  - Attend virtual supervision and staff meetings, ongoing training and quarterly meetings, which may be in person periodically.  - Communicate regularly with Hotline Program Manager to report the start of your shift, any changes in your schedule, and any challenges you experience answering calls.  - Maintain regular communication with supervisor to seek support guidance during shift to process challenging calls if/when necessary.  - Consistent showing up to shifts on time and communicating in advance if unable to cover any agreed upon shift.  - Ensure compliance with all agency policies.  - Exemplify the Shelter House core values; Inclusivity, Collaboration, Accountability, Respect and Empowerment.  - Other Duties as assigned.

• Support the successful implementation, training and launch of all merchants with Thanx • Manage all merchant deliverables during implementation, with a focus on thorough and timely follow up. • Manage integrated Thanx ordering experience and the relationship with ordering, POS, and agency partners during the implementation process • Develop and lead C-suite presentations to set expectations, outline the onboarding and implementation process, provide program recommendations, share best practices and strategize on future promotional planning • Build and maintain strong client relationships as an expert advisor and trusted advocate • Coordinate smooth account transitions with Customer Success Managers to ensure knowledge transfer and seamless merchant experience • Train merchant teams to promote the program and use our underlying platform to increase customer engagement • Proactively find ways to enhance and improve the onboarding process and Customer Success function • Possess the ability to flex from onboarding support to supporting launched customers in their marketing journey, depending on the needs of the business

• Coordinate and lead technical implementation of projects of varying complexity. • Manage complex configuration and/or implementation across multiple modules of one solution and/or multiple vendor product suites (Enablon, Cority). • Participate in requirements gathering, run gap analysis workshops and multi-module demonstrations in person and remotely. • Meet with clients to identify risks and provide status updates. • Work with vendors on bugs and enhancement requests. • Support training for and oversight of work being performed by junior technical staff. • Works with clients on EHS requirements and workflows. • Occasional travel to meet with clients.