Crisis Hotline Responder

CCS Summary: Since 1969, Center for Community Solutions (CCS) has been creating safe and healthy communities with a core emphasis on the prevention and intervention of sexual assault and relationship violence. Our mission is to end relationship and sexual violence by being a catalyst for caring communities and social justice. CCS is an equal opportunity employer that strives to create an inclusive environment and a diverse workforce from all backgrounds, abilities, and cultures.

Position Summary:  The Crisis Hotline Responder position under the supervision of the Hotline Manager responds to all CCS hotline calls 24/7. Utilizes motivational interviewing to provide crisis intervention, referrals to resources, peer support, and safety planning to callers experiencing intimate partner or sexual violence. Provides callers with information about shelter vacancies at CCS and in the community. Connects callers to the appropriate CCS department including legal, counseling, residential, and sexual assault services. Utilizes resource guide to provide callers with the most up to date information about external community resources.

Wages: $6.00/hour on-call / $18.00/hour call-out

Essential Functions:

• Provide direct crisis intervention and safety planning for all hotline callers
• Provide resource navigation about various external systems such as law enforcement, court systems, child welfare etc.
• Process documentation relating to contact with callers through Efforts to Outcomes (ETO).
• Ensure ongoing familiarization with all CCS programs and services, including eligibility requirements, in order to answer basic questions and refer clients accurately.
• Communicate appropriate updates to each department including relaying communication from residents to the shelter and residential teams
• Thoroughly document all interactions with survivors using required format, in a timely manner
• Accurately document hours worked using designated electronic timekeeping program and submit electronic timecards and personnel and departmental paperwork according to agency standards
• Attend at least one group-supervision and one on-going training quarterly
• Other duties as assigned

Summary:  The Crisis Hotline Responder position under the supervision of the Hotline Manager responds to all CCS hotline calls 24/7. Utilizes motivational interviewing to provide crisis intervention, referrals to resources, peer support, and safety planning to callers experiencing intimate partner or sexual violence. Provides callers with information about shelter vacancies at CCS and in the community. Connects callers to the appropriate CCS department including legal, counseling, residential, and sexual assault services. Utilizes resource guide to provide callers with the most up to date information about external community resources.

Essential Functions:

• Provide direct crisis intervention and safety planning for all hotline callers
• Provide resource navigation about various external systems such as law enforcement, court systems, child welfare etc.
• Process documentation relating to contact with callers through Efforts to Outcomes (ETO).
• Ensure ongoing familiarization with all CCS programs and services, including eligibility requirements, in order to answer basic questions and refer clients accurately.
• Communicate appropriate updates to each department including relaying communication from residents to the shelter and residential teams
• Thoroughly document all interactions with survivors using required format, in a timely manner
• Accurately document hours worked using designated electronic timekeeping program and submit electronic timecards and personnel and departmental paperwork according to agency standards
• Attend at least one group-supervision and one on-going training quarterly
• Other duties as assigned

Job Requirements:

Education:

• High School Diploma, G.E.D., or equivalent combination of education and related experience.

Experience:

• 1 year experience in the field of intimate partner violence/sexual assault intervention or prevention, client services, and/or crisis intervention.
• 1 year of experience working in a multi-cultural setting.

Preferred Experience:

• Crisis counseling experience highly desirable
• Bilingual/Multilingual fluency of one or more languages (Written and Oral)

Scheduling Requirement:

• Minimum three (3) shifts per month.
• Minimum three (3) holiday shifts per year.

Core Competencies:

• Complete California State-approved Domestic Violence and Sexual Assault Crisis Intervention Training and complete a minimum of 12 hours of ongoing training per year as required, 8 of which must be related to sexual assault (or must complete upon hiring).
• Knowledge of sexual assault and/or intimate partner violence issues and their impact on individuals and families
• Adaptability and flexibility while working in a dynamic work environment
• Strong interpersonal and communication skills, including conflict resolution skills
• Must demonstrate respect for cultural diversity in all its forms, including but not limited to ethnicities, sexual orientations, abilities, genders, and religious backgrounds
• Maintain confidentiality and respectful communication at all times.

Working Environment:

This is primarily a remote work position. In-person response to emergency situations, supervision, and training is required, as needed.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear.

Travel:

10% travel required (within San Diego County) may be required to attend mandatory agency events or trainings.

Work Hours:
On-call schedules vary and include overnights, weekends, and holidays. Minimum three (3) shifts per month and minimum three (3) holiday shifts per year required. Call-out hours vary within on-call schedule.

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The information presented indicates the general nature and level of work expected of employees in this category. It is not designated to contain, nor to be interpreted as, a comprehensive inventor of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. Changes or modifications can be made, with the agreement of the CEO or designee, at any time to the above.

CCS is an equal opportunity employer that strives to create an inclusive environment and a diverse workforce from all backgrounds, abilities, and cultures.