Summary
The Llamanos Hotline Advocate provides support, advocacy and crisis response on our 24-hour hotline for survivors of domestic violence, sexual violence, and human trafficking, significant others, and professionals. Hotline Workers are part of a team model working with peers, supervisors, and outside connections to best serve those calling our hotline.
Expectations of all employees
- Demonstrate commitment to the YW’s mission and principles of trauma-informed work.
- Represent the YW in a professional and competent manner to participants, community members, organizational partners, and other stakeholders.
- Support policies, practices, and decisions that demonstrate our shared accountability for racial equity.
- Communicate openly and contribute to the development of others.
- Coordinate efforts across teams, programs, and partner organizations.
- Maintain professional behavior and strict confidentiality.
Essential Responsibilities
- Provide trauma-informed, strengths-based telephone interventions that incorporate safety planning and assessment of immediate needs.
- Answer 24-hour Llamanos Hotline Line within the first 3 rings.
- Provide back-up support to the YW’s new Homelessness Helpline by responding to calls, helping the caller to create a safety plan, and making referrals to the Outreach Worker or Case Manager.
- Ensure bed-update system receives a login and updates/changes within the 1st hour of each shift and again as space changes.
- Conducts shelter and community-based counseling intakes.
- Complete hotline logs, case notes, incident reports, logs, and service tracking logs prior to the end of shift.
- Complete overnight checklists.
- Maintain client records.
- Attend supervision, trainings, and staff meetings.
- Assist with staffing shelter during crisis situations or in times where support is needed.
- Perform other related duties as requested.
Qualifications
- Associate’s degree plus 1 – 3 years of experience in human services;
- Spanish language proficiency required;
- Excellent verbal, written, and organizational skills, including computer skills;
- Ability to resolve conflict in appropriate ways;
- Prior experience working with survivors of violence and/or those who have perpetrated violence in an intimate partner relationship preferred;
- Experience and knowledge of child development and impact of domestic violence on children preferred;
- Experience with survivors of gender-based violence and exploitation;
- Experience addressing the impacts of decisions and actions on communities;
- Understanding of both interpersonal and structural racism and bias;
- Ability to represent agency from a management perspective in an active union environment;
- Must have knowledge of/contacts with community agencies;
- Experience with and knowledge of accessing resources within the community;
- Must be able to be covered by the agency’s insurance policy; and
- Must be able to lift 40 lbs.
