Counseling & Hotline Program: Dv Hotline Specialist (Pt/Weekends/Holidays)

Tile: DV Hotline Specialist (PT/Weekends/Holidays)

Department: Counseling and Hotline Program

Reports to: Hotline Program Manager

FLSA Status: Non-Exempt

Salary: $35/Hr.

Holidays Pay Rate: $52.50/Hr.

This role allows remote work; however, the candidate must be available for quarterly in person training, team building and ongoing virtual training and supervision.

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 (iC.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.

Summary of Position:

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 On-Call Hotline Specialist will receive an hourly pay of $35.00 an hour (based on hotline calls and documentation) and a shift stipend pay of $60.00 per shift covered.

During Holidays there is an increased hourly base pay of $52.50 an hour and Shift Stipend Pay of $90.00 per Shift.

On call staff are required to cover at least 6-8 shifts a month, which will usually include evenings, weekends, overnight and holiday coverage.

Duties and Responsibilities:

• Adhere to all agency and department policies and procedures
• Have a quiet workspace with reliable wi-fi connection to conduct calls professionally and privately while maintaining caller privacy.
• Maintain regular communication with supervisor to seek support guidance during shift to process challenging calls if/when necessary
• Ability to navigate and utilize digital platforms for tracking/storing information
• 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.
• The FT Hotline Specialist (Monday –Friday) can expect to have additional administrative duties during periods of down time
• 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
• Promptly document all calls in required systems, maintain strict confidentiality, and ensure all required information is gathered and recorded.
• Provide problem solving, safety planning, education, advocacy to callers as appropriate
• 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
• Provide emotional support through supportive listening, trauma informed crisis intervention, advocacy and safety planning in addition to providing resources whenever possible and requested.
• Answer every call that comes to the hotline during shift
• Attend virtual supervision and staff meetings, ongoing training and quarterly meetings, which may be in person periodically
• Other Duties as assigned
• Remain knowledgeable of best practices related to DV/SV/Human Trafficking/Stalking as well as internal policies and processes that may impact shelter eligibility
• Provide appropriate community referrals and work collaboratively with other community agencies to provide comprehensive services for callers where possible and appropriate
• Submit all completed and required documentation no later than the end of a shift
• Exemplify the Shelter House core values; Inclusivity, Collaboration, Accountability, Respect and Empowerment

On call staff are required to cover at least 6-8 shifts a month, which will usually include evenings, weekends, overnight and holiday coverage.

Qualifications:

Required:

• 2+ years' experience working with victims of DV/SV/ or Human Trafficking
• Clear written communication
• Knowledge in counseling techniques and experience in trauma informed domestic and sexual violence
• Ability to maintain professional ethics and client confidentiality
• Strong organizational and time management skills
• Active listening skills
• Ability to complete tasks while navigating frequent interruptions
• Computer skills – including work, Excel, email and the internet
• Must be a resident of NOVA (Northern Virginia)
• Strong written and oral communication skills
• Reliable and stable internet connection
• Quiet workspace
• Ability to prioritize competing priorities and make sound judgements
• Bachelors degree in Human Services, Social Work or related Field or combination of education and experience

Preferred:

• Experience in a call center handling crisis situations
• Experience working with diverse populations.
• Must be familiar with trauma-informed care, especially as it relates to individuals experiencing domestic violence.
• Experience working with clients who have suffered trauma. Preferred would be experience working in the fields of domestic violence and/or child abuse.

Physical Requirements:

• Ability to lift items weighing 10-20 pounds
• Annual TB Test is required
• Ability to sit or stand for long periods

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