Hotline Advocate
Job Details
Emergency Shelter - , CA
Full Time
2 Year Degree
$15.00 - $15.00 Hourly
Evening Shelter
Nonprofit - Social Services

Hotline Advocate

Non-Exempt,  Full-time Wednesday thru Sunday 2:30 pm to 11:00 pm *$1/ hour differential for overnight shifts, this is an awake position



Under the direction of the Program Supervisor, the Hotline Advocate is responsible for implementation of all Emergency Shelter Hotline Office responsibilities during the assigned shift, including responding to calls for crisis intervention and resource referrals on the 24-hour domestic violence telephone line, conducting new client screenings and intakes, and providing assistance and services to clients residing at the Emergency Shelter. The Hotline Advocate works closely with all Emergency Shelter staff to assure that Shelter services and programs operate under the guidelines of Trauma Informed Care and Voluntary Services.


Essential Duties and Responsibilities: include the following. Other duties may be assigned.

  • Responsible for overseeing Hotline office and related Emergency Shelter activities during assigned shift.  During certain evening, overnight and weekend hours and/or shifts, the Hotline Advocate may be the only staff present on-site and will be solely responsible for coordinating all Shelter activities, with assistance available from the On-call Supervisor for crisis and safety matters at the Shelter and Second Step transitional facility.
  • Provide crisis intervention counseling, advocacy, information and referrals for individuals calling the agency's 24-hour hotline and for residents of the emergency shelter.
  • Screens prospective clients and arranges emergency hotel stays as appropriate.
  • Arranges emergency transportation for clients, as appropriate.
  • Complete intakes with new Shelter clients
  • Conducts shelter rounds on a regular basis during shift to ensure satisfactory operations, assess for maintenance needs and the overall safety of the facility, and be available to clients for counsel as needed.
  • Maintains accurate client records and statistics in a timely manner.
  • Maintains close communication with Shelter Supervisors and Manager regarding crisis situations.
  • Accurately enters clients’ data into agency database.
  • Cleans staff and client services areas as needed
  • Attend a minimum of 3 departmental meetings during the course of a year.  These meetings include regularly scheduled Hotline Meetings and On-Call Team Meetings.
  • Implement the principles and practices of Trauma-Informed Care when performing essential duties
  • Assure that hotline office is clean and available to clients and callers during all shifts
  • Provide individual crisis intervention and support to shelter and second step clients, as needed.
  • Monitors client charts to assure quality of documentation.
  • Conduct house checks and assist to facilitate client daily activity, such as group attendance, chores, and meetings.
  • Assist in maintaining client kitchens stocked with food and supplies, and pantry and closets organized.
  • Assist in supervising volunteers when on shift.
  • Work occasional evenings, weekends, overtime and on-call shifts, as necessary.
  • Abide by professional confidentiality guidelines by only sharing client information within the organization when it meets the need of the client.
  • Abide by state child and elder abuse mandate reporting laws.
  • Demonstrate ability to abide by Human Options’ values: Show dignity, respect, honesty, integrity, a commitment to excellence and maintain a supportive environment.

ADA Job Characteristics:

Work environment is primarily in an emergency 24-7 shelter facility setting. Works in a sometimes fast paced setting dealing with crisis intervention. Lift and carry up to 25 pounds up to waist length, extend both arms above the head and/or reach below the waist, stoop, squat, crawl, bend the back to open lower-level filing drawers, or to retrieve stored items, climb on stools, steps and/or ladders to dust, sweep and/or mop to clean. Sit and/or stand frequently, ability to climb one flight of stairs. Use fine manipulation (hands and wrist) to operate a keyboard, take notes, complete and file reports, file and copy documents. Corrected vision to normal range. Speak in normal vocal tone and range, and communicate clearly and concisely to and with others. Apply normal reasoning and detail as required in the accomplishment of job duties.



  • Associate’s degree in human services field required, Bachelor’s preferred.
  • One year experience in counseling or professional client support position in a domestic violence agency/program setting.
  • Bilingual Spanish, required
  • Knowledge of the principles of crisis counseling.
  • Knowledge of the principles of Trauma-Informed Care
  • Exceptional problem-solving and conflict resolution skills.
  • Strong written and verbal communication skills.
  • Proficiency in Microsoft Office, including Outlook, Work and Excel and working knowledge of computer database program entry and report generation.
  • Able to lift and carry items weighing up to 25 pounds.
  • Satisfactorily complete post-hiring Domestic Violence 40 hour training