Hotline Specialist – On Call

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

📋 Description

• Respond to the 24-hour domestic and sexual violence hotline for Fairfax County.

• Conduct crisis assessments for callers seeking entry to shelters or resources related to DV/SV/Human Trafficking/Stalking.

• Evaluate callers for shelter entry eligibility and assess imminent lethality risks.

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

• Facilitate problem-solving and provide appropriate community referrals.

• Collaborate with local agencies to deliver comprehensive services.

• Coordinate with shelter staff and management to ensure smooth transitions into the shelter.

• Ensure every hotline call is answered during the assigned shift.

• Quickly document all calls in required systems while upholding strict confidentiality.

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

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

• Adhere to agency and departmental policies and procedures.

• Participate in virtual supervision, staff meetings, ongoing training, and quarterly meetings, some of which may occur in person.

• Communicate with the Hotline Program Manager regarding shift start times, schedule changes, and challenges in call answering.

• Maintain communication with the supervisor for support during difficult calls.

• Attend scheduled shifts reliably and provide advance notice regarding any inability to cover shifts.

• Stay informed about best practices and internal policies affecting shelter eligibility.

• Undertake additional administrative tasks during downtime for full-time Hotline Specialists.

• Perform other assigned duties.

⛳️ Requirements

• Must reside in NOVA (Northern Virginia).

• Reliable and stable internet connection is required.

• A quiet workspace is essential.

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

• At least 2 years of experience working with victims of DV/SV or Human Trafficking.

• Familiarity with counseling techniques and experience in trauma-informed domestic and sexual violence care.

• Strong written communication skills.

• Active listening abilities.

• Proficiency in computer skills, including Word, Excel, email, and internet navigation.

• Capability to maintain professional ethics and client confidentiality.

• Excellent written and verbal communication skills.

• Ability to prioritize competing tasks and make sound judgments.

• Capacity to complete tasks while managing frequent interruptions.

• Strong organizational and time management capabilities.

• An annual TB test is mandatory.

• Ability to sit or stand for extended periods.

• Ability to lift items weighing 10-20 pounds.

• Preferred: Experience working with clients who have experienced trauma.

• Preferred: Background in domestic violence and/or child abuse fields.

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

• Preferred: Understanding of trauma-informed care, particularly as it pertains to individuals facing domestic violence.

• Preferred: Experience working with diverse populations.

🏝️ Benefits

• Medical, Dental & Vision Insurance.

• 401K contributions with a 4% employer match.

• 13 Paid Holidays.

• 2 Floating Holidays.

• Opportunity to take your Birthday Off.

• Four Annual Employee Engagement Events.