Title: DV Hotline Specialist (On-Call)
Department: Artemis House
Reports to: Crisis Hotline Program Manager
FLSA Status: Exempt
Pay Range: $20.00-$22.00
About Us:
Shelter House was established in 1981 as a grassroots responder to the homelessness crisis in Fairfax County. Since the organization’s inception, we have adapted and grown to meet community needs, all while working in partnership with government and private partners and community members. Today, Shelter House is a successful and reputable organization of over 100 employees committed to preventing and ending homelessness and domestic violence. In the last year, our compassionate team of individuals changed the lives of nearly 2,000 individuals, half of which were children.
Our Culture is built from our Core Values of Inclusivity, Collaboration, Accountability, Respect, and Empowerment (i.C.A.R.E.). In addition to our incredible mission and culture, we offer our employees a work-life balance, 401K (with employer matching), and core benefits (medical/dental/vision) for full-time employees with a generous employer contribution towards premiums.
About the Role:
The Domestic Violence (DV) Hotline Specialist is an essential remote position covering the 24-hour domestic and sexual violence hotline for Fairfax County, through Shelter House. The Hotline Specialist will answer the crisis line and assess callers for shelter entry eligibility in addition to providing resources, information and safety planning, regardless of shelter entry. The Hotline Specialist must listen empathetically and with an ear tuned to assessing imminent danger of lethality due to domestic violence. The Hotline Specialist will provide trauma informed crisis intervention, advocacy, support and safety planning and work in collaboration with community resources and referrals. In addition, the Hotline Specialist will coordinate with shelter staff and management to ensure a smooth transition for callers from the community to the shelter.
All Part-Time Hotline Specialist will receive an hourly pay of $20.00-$22.00 an hour. Part-Time staff are required to cover at least 2 shifts a weekend, which will include weekend days, evenings, and overnights including holiday coverage.
All On-Call Hotline Specialist will receive an hourly pay of $20.00-$22.00 an hour. On call staff are required to cover at least 4-6 shifts a month, which will usually include Days, evenings, weekends, overnight and holiday coverage.
How you will contribute:
- 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
Required:
- Must be a resident of NOVA (Northern Virginia)
- Reliable and stable internet connection
- 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
- 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
Preferred:
- 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.
Physical Requirements:
- Annual TB Test is required
- Ability to sit or stand for long periods
- Ability to lift items weighing 10-20 pounds
Must be fully vaccinated against COVID-19 as defined by the CDC or qualify for a medical or religious exemption before starting work.
ADA Statement: Shelter House will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990
Equal Opportunity Employer
