Bilingual 24/7 Hotline Advocate

YWCA OF WESTERN MA; Springfield (MA); Remote; USD 24,000 - 34,000; Full time

Job summary

The Llámanos Hotline Advocate at YWCA of Western Massachusetts provides crisis response, advocacy, and trauma-informed support on our 24-hour hotline for survivors of domestic and sexual violence, human trafficking, and professionals. This role operates within a team, coordinating with supervisors and community partners to ensure safety and service delivery.

Responsibilities include immediate risk assessment, safety planning, documentation, and referrals to Outreach Workers or Case Managers.

Qualifications

• Associate’s degree or equivalent preferred, or 1 - 3 years of experience in human services;

Responsibilities

• Provide trauma-informed, strengths-based telephone interventions that include safety planning and assessment of immediate needs.
• Answer 24-hour Llámanos Hotline within the first three rings.
• Provide back-up support to the Homelessness Helpline and make referrals.
• Maintain client records and logs; complete hotline logs and incident reports.
• Attend supervision, trainings, and staff meetings; maintain digital program records.
• Access the language line when needed; dispatch medical advocates per protocol.

Skills

Bilingual Spanish/English

Education

Associate’s degree or equivalent

Tools

AWARDS data system

Job description

The Llámanos Hotline Advocate at YWCA of Western Massachusetts provides crisis response, advocacy, and trauma-informed support on our 24-hour hotline for survivors of domestic and sexual violence, human trafficking, and professionals. This role operates within a team, coordinating with supervisors and community partners to ensure safety and service delivery.

Responsibilities include immediate risk assessment, safety planning, documentation, and referrals to Outreach Workers or Case Managers.