Hotline Specialist, On Call
Location
Virginia
Posted
1 day ago
Salary
$20 - $22 / hour
Seniority
Mid Level
Job Description
Hotline Specialist, On Call
Shelter House, Inc
• 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. • The FT Hotline Specialists (Monday –Friday) can expect to have additional administrative duties during periods of down time. • Other Duties as assigned.
Job Requirements
- Must be a resident of NOVA (Northern Virginia)
- Reliable and stable internet connection
- Quiet workspace
- Bachelor’s degree in human services, Social Work or related Field or combination of education and experience
- 2+ years' experience working with victims of DV/SV/ or Human Trafficking
- Knowledge in counseling techniques and experience in trauma informed domestic and sexual violence
- Clear written communication
- Active listening skills
- Computer skills – including work, Excel, email and the internet
- Ability to maintain professional ethics and client confidentiality
- Strong written and oral communication skills
- Ability to prioritize competing priorities and make sound judgements
- Ability to complete tasks while navigating frequent interruptions
- Strong organizational and time management skills
- Experience working with clients who have suffered trauma. Preferred would be experience working in the fields of domestic violence and/or child abuse.
- Experience in a call center handling crisis situations.
- Must be familiar with trauma-informed care, especially as it relates to individuals experiencing domestic violence.
- Experience working with diverse populations.
Benefits
- 401K contributions with a 4% employer match
- Two Semi-Annual Team Building Events
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