Advocate

YWCA GREATER CINCINNATI; Cincinnati (OH); On-site; USD 38,000 - 52,000; Full time

Job summary

YWCA Greater Cincinnati seeks a dedicated Shelter Advocate to support crisis intervention, safety planning, and compassionate resident services in our domestic violence shelter. You will manage hotline duties, assist with intake and orientation, and help residents access resources to meet immediate needs.

The role requires strong communication, confidentiality, and trauma‑informed care, with flexible shifts, teamwork, and adherence to policies and procedures.

Qualifications

• High School Diploma or GED required; passion to support YWCA’s mission.

Responsibilities

• Answers overflow hotline calls and provides crisis intervention, safety planning, and referrals.
• Maintains shelter records and assists residents with needs and paperwork.

Skills

Excellent communication

MS Office proficiency

Confidentiality

Trauma-informed care

Education

High School Diploma/GED

Associate degree

Bachelor’s degree

Tools

Limble

Job description

Job Summary

YWCA Greater Cincinnati is dedicated to eliminating racism, empowering women, and promoting peace, justice, freedom, and dignity for all. This position plays a key role in supporting this mission through consistent and compassionate engagement. YWCA Greater Cincinnati is committed to building a diverse workforce and encourages applications from women, people of color, individuals with disabilities, veterans, and members of the LGBTQ+ community. We are an equal opportunity employer and strive to foster an inclusive environment where all individuals feel respected and valued.

Principal Duties & Responsibilities

Hotline / Phone Management

• Answers overflow hotline calls during weekdays and all hotline calls on weekends and holidays.
• Provides crisis intervention, safety planning, and information/referral to callers as appropriate.
• Assists in maintaining resource/referral manual.
• Maintains electronic shelter records.
• Takes messages for residents and staff.

Resident Support

• Fosters positive, safe, and trauma‑informed relationships with residents.
• Conducts initial welcoming process for new residents: orientation, tour, and forms.
• Provides emotional support as needed.
• Creates and assists in maintaining shelter and resident electronic records.
• Assists residents in assessing their immediate and short‑term needs.
• Assists residents with parenting support.
• Assists residents in working together to provide a safe, supportive environment.
• Offers crisis counseling, advocacy, and support to residents; communicates follow‑ups with assigned Intervention Coordinator.
• Assists residents with arranging transportation when appropriate.
• Assists with unit turnover process and completes all necessary paperwork.

House Management

• Maintains shelter security.
• Completes unit checks while on shift.
• Assists with coverage in welcome center.
• Meets residents’ material needs including hygiene products, food, over‑the‑counter medication, etc.
• Checks facility for cleanliness, safety, and security on a regular basis.
• Submits needed work orders through Limble internal support ticketing system.
• Collaborates with Operations.
• Reports concerns to Lead Advocate.

Additional Responsibilities

• Attends monthly team meetings and other meetings as requested by management team.
• Performs other duties as assigned by Lead Advocate and/or management team.
• Adheres to the mission, vision, and core values of YWCA Greater Cincinnati.
• Follows the policies and procedures of the Domestic Violence Shelter.
• Other duties as needed as assigned by Lead Advocate and/or management team.
• Clerical/General Administrative.
• Responds to routine email, phone calls, etc.
• Makes copies, prints documents, etc. as needed.
• Uploads resident documents utilizing program databases.

Key Relationships

Interacts with Advocate Manager, Client Services Manager, Director of Shelter Services, Senior Director, team members, residents, volunteers, and other community partners (i.e., schools, shelters, police, hospitals, etc.).

Qualifications

Required Education/Experience

• High School Diploma/GED.
• Passion and desire to support YWCA’s mission to eliminate racism and empower women.
• Flexible, compassionate, strong self‑care practices, emotional maturity, positive attitude, confidence, and an understanding of the dynamics of intimate partner violence/domestic violence.

Preferred Education/Experience

• Associate or bachelor’s degree.
• A background or completed college courses in social work, psychology, sociology, or human services.
• A minimum of one year experience working with individuals experiencing homelessness and/or intimate partner violence/domestic violence.
• BSW license.

Skills/Specialized Knowledge/Abilities

• Political and social sensitivity.
• Excellent communication skills.
• Proficiency in MS Office with expertise in Microsoft TEAMS, Word, and Excel.
• Ability to work independently.
• Detail oriented with strong administrative, organizational and computer skills.
• Ability to maintain confidentiality.
• Ability to work with individuals across the spectrum of gender, race, religion, ethnicity, national origin, sexual orientation, and socioeconomic backgrounds.
• Ability to facilitate a variety of group activities for individuals and families.
• Knowledge of office procedures and protocols.

Working Conditions

Possible Working Hours/Environment

• Full‑time; 40 hours per week. Standard shifts available are generally: 1st Shift – 7a-3p Sunday – Thursday or Tuesday – Saturday; 2nd Shift – 3p-11p Sunday – Thursday or Tuesday – Saturday; 3rd Shift – 11a-7p Sunday – Thursday or Tuesday – Saturday.
• Part‑time; 16-25 hours per week, multiple possible shifts – Day or Evening.

Tools and Equipment Used – YWCA laptop, copier, fax/scanner, phone, walkie talkies, keys/badge, and other typical office equipment and supplies.

Physical & Mental Demands –Requires sitting at a desk/workstation for long periods, working at a computer terminal for extended periods, walking stairs and floors throughout shift, light lifting and carrying of supplies, organizing and sorting spaces, speaking to and hearing team members and residents via phone or in‑person, and various mental requirements such as problem solving, decision making, and de‑escalation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer

This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or work conditions associated with the job. There may be other reasonably related business duties as assigned by the immediate supervisor and other management as required. The employer reserves the right to revise or change job duties and responsibilities as the need arises. This job description does not constitute a written or implied contract of employment.