Bilingual 24/7 Hotline Advocate (Trauma‑Informed)

Ywworks; Springfield, Northern (MA, KY); Hybrid; USD 23,000 - 32,000; Part time

Job summary

The YWCA of Western Massachusetts is seeking a Per Diem Llámanos Hotline Intake Worker to join the 24-hour hotline team in Springfield. This role provides trauma-informed, confidential support to survivors of domestic violence, sexual violence, and human trafficking, and conducts intakes and safety planning.

You will respond to calls within three rings, document case notes, maintain files in AWARDS, and coordinate with outreach and case management.

Qualifications

• Bilingual required.
• Trauma-informed care and de-escalation skills preferred.
• Associate degree or equivalent experience in human services preferred.
• Strong written and verbal communication and organizational skills.
• Familiarity with data systems and confidentiality standards.

Responsibilities

• Provide trauma-informed telephone interventions on the 24-hour Llámanos Hotline.
• Answer hotline calls within the first three rings.
• Complete hotline logs, case notes, incident reports, and service tracking logs.
• Maintain client records and AWARDS for program records.
• Attend supervision, trainings, and staff meetings.
• Provide back-up support to the Homelessness Helpline and coordinate referrals.
• Perform other related duties as requested.

Skills

Bilingual

De-escalation

Trauma-informed

Communication

Organizational skills

Computer skills

Education

Associate’s degree preferred

1-3 years in human services

Tools

AWARDS data system

Yammer

Language line

Job description

The YWCA of Western Massachusetts is seeking a Per Diem Llámanos Hotline Intake Worker to join the 24-hour hotline team in Springfield. This role provides trauma-informed, confidential support to survivors of domestic violence, sexual violence, and human trafficking, and conducts intakes and safety planning.

You will respond to calls within three rings, document case notes, maintain files in AWARDS, and coordinate with outreach and case management.