M-F - 6:30a-3p
Under the direction of the Hotline Supervisor, this position will be responsible for answering our 24-hour Hotline and will provide oversight of our Shelter and Second Step properties. The Overnight Hotline Advocate will be responsible for conducting telephonic and in-person intakes for victims of domestic violence, seeking shelter and will support shelter clients during evening and overnight hours. The Hotline Advocate works closely with all Emergency Shelter staff to ensure that Shelter services and programs operate under the guidelines of trauma informed care and voluntary services.
Essential Duties and Responsibilities: Other duties may be assigned.
- Responsible for overseeing Hotline office and related Emergency Shelter activities during assigned shift. During certain shifts or portions of 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.
- Answer hotline and provide crisis intervention and referrals to callers.
- Assure that the hotline office is clean and available to clients and callers.
- Conduct screening and intakes on the phone and at the Emergency Shelter.
- Provide individual crisis intervention and support, as needed.
- Complete client disposition sheets, files, and log entries on database system and generate reports for grants and other required purposes.
- Monitors client charts to ensure quality of documentation.
- Conduct house checks and assist to facilitate client daily activity, such as group attendance, chores, and meetings.
- Assist in maintaining client homes are stocked with food and supplies, as well as the pantries and closets organized.
- Attend program and agency staff meetings.
- 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: dignity, respect, honesty, integrity, a commitment to excellence and maintain a supportive environment.
- Other duties may be assigned.
- Some college coursework in a human services field required or commensurate work experience may be substituted.
- Associate degree or bachelor's degree preferred.
- Bilingual Spanish required.
- Experience in providing crisis intervention, trauma informed care, and support.
- 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