Bilingual Crisis Hotline Advocate

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

Job summary

YWCA of Western MA is seeking a part-time Llámanos Hotline Advocate to provide crisis support and advocacy on our 24-hour hotline for survivors of domestic violence, sexual violence, and human trafficking.

You will work in a team model with peers and supervisors, conducting intakes, case notes, and safety planning. Must be bilingual (Spanish/English) with strong communication skills and ability to lift up to 40 lbs.

Qualifications

• Associatedegree or equivalent preferred
• Bilingual Spanish/English required
• Strong verbal, written, and organizational skills with computer proficiency
• Ability to de-escalate conflicts using trauma-informed approaches
• Experience with survivors of violence and knowledge of community resources
• Must be able to be covered by the agency's insurance policy
• Must be able to lift 40 lbs

Responsibilities

• Provide trauma-informed, strengths-based telephone interventions with safety planning and assessment of immediate needs
• Answer Llámanos Hotline within the first three rings
• Provide back-up support to the Homelessness Helpline and make referrals to Outreach Worker or Case Manager
• Ensure bed-update system is logged within the shift and updated as needed
• Conduct intakes for YWCA programs and maintain client records
• Complete hotline logs, case notes, incident reports, and service tracking logs
• Attend supervision, trainings, and staff meetings; maintain digital files in AWARDS
• Access the language line when needed; dispatch medical advocates per protocol
• Update Yammer during shift and develop community connections
• Perform other related duties as requested

Skills

Bilingual Spanish/English

Verbal communication

Written communication

Organizational skills

Conflict de-escalation

Trauma-informed care

Computer skills

Education

Associate’s degree or equivalent preferred

Tools

AWARDS data system

Language Line

Job description

YWCA of Western MA is seeking a part-time Llámanos Hotline Advocate to provide crisis support and advocacy on our 24-hour hotline for survivors of domestic violence, sexual violence, and human trafficking.

You will work in a team model with peers and supervisors, conducting intakes, case notes, and safety planning. Must be bilingual (Spanish/English) with strong communication skills and ability to lift up to 40 lbs.