Hotline Specialist

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Respond to the crisis line and evaluate callers for eligibility for shelter entry.

• Offer resources, information, emotional support, trauma-informed crisis intervention, advocacy, and safety planning.

• Perform crisis assessments for callers requesting shelter or resources related to domestic violence, sexual violence, human trafficking, or stalking.

• Provide problem-solving assistance, education, advocacy, and suitable community referrals.

• Collaborate with community organizations to deliver comprehensive services.

• Maintain a quiet and private workspace while ensuring caller privacy is protected.

• Answer every hotline call during your assigned shift.

• Document calls promptly in the necessary systems while upholding strict confidentiality.

• Submit all required documentation by the end of each shift.

• Navigate and utilize digital platforms for tracking and storing information.

• Comply with agency and department policies and procedures.

• Stay informed about best practices and policies influencing shelter eligibility.

• Attend virtual supervision, staff meetings, ongoing training, and quarterly meetings, some of which may require in-person attendance.

• Communicate with the Hotline Program Manager regarding shift start times, schedule adjustments, and call-related issues.

• Seek supervisory support during particularly challenging calls.

• Consistently attend shifts and communicate in advance regarding any coverage issues.

• Perform additional administrative tasks during downtime and other assigned duties.

• Embody Shelter House’s iC.A.R.E. core values.

⛳️ Requirements

• Must reside in Northern Virginia (NOVA).

• Reliable and stable internet connection is necessary.

• A quiet workspace is essential.

• Bachelor’s degree in human services, social work, or a related field, or a combination of education and experience.

• Minimum of 2 years' experience working with victims of domestic violence, sexual violence, or human trafficking.

• Knowledge of counseling techniques and experience in trauma-informed care related to domestic and sexual violence.

• Strong written communication skills.

• Active listening capabilities.

• Proficient computer skills, including experience with Word, Excel, email, and internet usage.

• Ability to uphold professional ethics and maintain client confidentiality.

• Exceptional written and verbal communication skills.

• Capability to prioritize competing tasks and make sound judgments.

• Ability to complete tasks amidst frequent interruptions.

• Strong organizational and time management abilities.

• An annual TB test is required.

• Ability to sit or stand for extended periods.

• Capacity to lift items weighing between 10-20 pounds.

• Preferred: Experience working with clients who have experienced trauma, specifically in domestic violence and/or child abuse situations.

• Preferred: Background in a call center managing crisis situations.

• Preferred: Familiarity with trauma-informed care, particularly regarding individuals facing domestic violence.

• Preferred: Experience working with diverse populations.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401K contributions with a 4% employer match.

• 13 paid holidays, 2 floating holidays, and the option to take your birthday off.

• Four annual team-building events.

• Reasonable accommodations for pregnant employees, qualified employees with disabilities, and for religious observance, in accordance with applicable law.