Hotline Specialist, On Call

🔥 1 minute ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $20 - $22 / hour

⏱ Part Time

🟢 Junior

🟡 Mid-level

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Shelter House, Inc

WebsiteLinkedInAll Job Openings

51 - 200 employees

Shelter House, Inc. is a community-based, non-profit organization serving families experiencing homelessness and victims of domestic violence in Fairfax and Loudoun Counties (Virginia). Our organization was formed in 1981, when several ecumenical groups came together to better serve Fairfax County's low-income population. In 1985, Shelter House's facility was moved to its current location in Falls Church. In 2007, Shelter House was awarded Fairfax County's contract to operate the Katherine K. Hanley Family Shelter in Fairfax. In 2010, Shelter House became the first non-profit to operate Artemis House, Fairfax County’s only 24 hour Domestic Violence Shelter.

📋 Description

• Conduct crisis screenings over the phone with those seeking shelter entry into Fairfax County’s shelter for those fleeing domestic violence or callers seeking DV/SV/Human trafficking/Stalking resources. • Provide emotional support through supportive listening, trauma informed, crisis intervention, advocacy and safety planning in addition to providing resources whenever possible and requested. • Provide problem solving, safety planning, education, advocacy to callers as appropriate. • Provide appropriate community referrals and work collaboratively with other community agencies to provide comprehensive services for callers where possible and appropriate. • Have a quiet workspace with reliable wi-fi connection to conduct calls professionally and privately while maintaining caller privacy. • Answer every call that comes to the hotline during shift. • Promptly document all calls in required systems, maintain strict confidentiality, and ensure all required information is gathered and recorded. • Ability to navigate and utilize digital platforms for tracking/storing information. • Submit all completed and required documentation no later than the end of a shift. • Adhere to all agency and department policies and procedures. • Remain knowledgeable of best practices related to DV/SV/Human Trafficking/Stalking as well as internal policies and processes that may impact shelter eligibility. • Attend virtual supervision and staff meetings, ongoing training and quarterly meetings, which may be in person periodically. • Communicate regularly with Hotline Program Manager to report the start of your shift, any changes in your schedule, and any challenges you experience answering calls. • Maintain regular communication with supervisor to seek support guidance during shift to process challenging calls if/when necessary. • Consistent showing up to shifts on time and communicating in advance if unable to cover any agreed upon shift. • Ensure compliance with all agency policies. • Exemplify the Shelter House core values; Inclusivity, Collaboration, Accountability, Respect and Empowerment. • The FT Hotline Specialists (Monday –Friday) can expect to have additional administrative duties during periods of down time. • Other Duties as assigned.

🎯 Requirements

• Must be a resident of NOVA (Northern Virginia) • Reliable and stable internet connection • Quiet workspace • Bachelor’s degree in human services, Social Work or related Field or combination of education and experience • 2+ years' experience working with victims of DV/SV/ or Human Trafficking • Knowledge in counseling techniques and experience in trauma informed domestic and sexual violence • Clear written communication • Active listening skills • Computer skills – including work, Excel, email and the internet • Ability to maintain professional ethics and client confidentiality • Strong written and oral communication skills • Ability to prioritize competing priorities and make sound judgements • Ability to complete tasks while navigating frequent interruptions • Strong organizational and time management skills • Experience working with clients who have suffered trauma. Preferred would be experience working in the fields of domestic violence and/or child abuse. • Experience in a call center handling crisis situations. • Must be familiar with trauma-informed care, especially as it relates to individuals experiencing domestic violence. • Experience working with diverse populations.

🏖️ Benefits

• 401K contributions with a 4% employer match • Two Semi-Annual Team Building Events