Hotline Specialist, On Call

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

📋 Description

• Conduct crisis assessments over the phone for individuals seeking entry into Fairfax County’s shelter for those escaping domestic violence, as well as callers looking for resources related to DV/SV/Human trafficking/Stalking.

• Offer emotional support through active listening, trauma-informed approaches, crisis intervention, advocacy, and safety planning, alongside providing requested resources whenever possible.

• Assist callers with problem-solving, safety planning, education, and advocacy as needed.

• Provide suitable community referrals and collaborate with other local agencies to deliver comprehensive services to callers when feasible and appropriate.

• Maintain a quiet workspace with a reliable wi-fi connection to conduct calls in a professional and private manner while safeguarding caller confidentiality.

• Ensure that every call to the hotline is answered during your shift.

• Timely document all calls in the required systems, uphold strict confidentiality, and ensure all necessary information is collected and recorded.

• Demonstrate the ability to navigate and use digital platforms for tracking and storing information effectively.

• Submit all completed and necessary documentation by the end of each shift.

• Comply with all agency and departmental policies and procedures.

• Stay informed about best practices regarding DV/SV/Human Trafficking/Stalking, as well as internal policies and processes that may affect shelter eligibility.

• Participate in virtual supervision and staff meetings, ongoing training, and quarterly meetings, which may occasionally be held in person.

• Regularly communicate with the Hotline Program Manager to inform them of shift start times, any schedule changes, and any challenges faced while answering calls.

• Maintain consistent communication with your supervisor for support and guidance during shifts, particularly for processing challenging calls when necessary.

• Demonstrate punctuality and consistently show up for shifts, notifying in advance if unable to cover any scheduled shift.

• Ensure adherence to all agency policies.

• Embody the core values of Shelter House: Inclusivity, Collaboration, Accountability, Respect, and Empowerment.

• Full-time Hotline Specialists (Monday – Friday) should anticipate additional administrative responsibilities during periods of low call volume.

• Other duties as assigned.

⛳️ Requirements

• Must be a resident of Northern Virginia (NOVA).

• Reliable and stable internet connection is essential.

• A quiet workspace is required.

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

• A minimum of 2 years of experience working with victims of DV/SV or Human Trafficking.

• Knowledge of counseling techniques and experience with trauma-informed approaches to domestic and sexual violence.

• Strong written communication skills.

• Excellent active listening skills.

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

• Ability to uphold professional ethics and maintain client confidentiality.

• Strong written and verbal communication abilities.

• Capacity to prioritize competing demands and make sound decisions.

• Ability to complete tasks while managing frequent interruptions.

• Strong organizational and time management skills.

• Experience working with clients who have experienced trauma; experience in domestic violence and/or child abuse is preferred.

• Background in a call center environment handling crisis situations.

• Familiarity with trauma-informed care, particularly as it pertains to individuals facing domestic violence.

• Experience working with diverse populations.

🏝️ Benefits

• 401K contributions with a 4% employer match.

• Two semi-annual team-building events.