Bilingual Crisis Hotline Lead & Services Coordinator

Houston Area Womens Center; Houston (TX); Hybrid; USD 45,000 - 55,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) Retirement Plan with company 5%

Time Away From Work (vacation/sick/hol

Job summary

Houston Area Women's Center (HAWC) seeks a Bilingual Hotline & Crisis Intervention Services Coordinator to supervise daytime and evening hotline, chat, and hospital accompaniment teams in a hybrid Houston, TX environment. The role oversees call center operations, client services, and complex case management, delivering crisis support to survivors of domestic and sexual violence.

The position requires a 4-year degree, bilingual English/Spanish fluency, and experience in crisis response with team

Qualifications

• Bachelor's degree in psychology, social work, sociology, criminal justice, business communications, or other social sciences.
• Bilingual in both English and Spanish. Able to read, speak and write fluently in both languages.
• A minimum of one year of experience working with people in crisis or experience working as a counselor.
• A minimum of one year of experience leading a team with direct reports.
• Experience working within a crisis hotline setting, strongly preferred.
• Intermediate proficiency with Microsoft Office, TEAMS, SharePoint, and internal database programs
• Computer savvy able to learn new systems and applications quickly.

Responsibilities

• Evaluates and oversees operation of daytime and evening domestic violence and rape crisis hotlines, live chat, and hospital accompaniment services.
• Evaluates and oversees operation of evening/overnight/weekend domestic violence and rape crisis hotlines, live chat, and hospital accompaniment services. Monitors and manages call distribution for hotline call center systems to reduce wait times and create improved accessibility to callers.
• Evaluates and oversees operation of evening/overnight/weekend domestic violence and rape crisis hotlines, live chat, and hospital accompaniment services. Monitors and manages call distribution for hotline call center systems to reduce wait times and create improved accessibility to callers.
• Provides crisis intervention and emotional support to survivors of domestic violence and sexual assault through our two 24-hour crisis hotlines and hospital accompaniment programs. Conducts dangers assessment and safety planning as needed. Coordinates shelter placement within our shelter and other area shelters • Case manages Hotline, Chat and Hospital Accompaniment clients that require complex services over several shifts as needed. Communicates with HAWC programs and departments to facilitate and coordinate client services.
• Responsible for technical functions of hotline call center such as phone system, database, phones, technology, and equipment. Identifies call center system workflow opportunities and makes recommendations to program Managers and Director as needed.
• Provides administrative support to program Director as needed.
• Responsibilities include maintaining accurate client records and ensuring program deadlines are met. Periodically review/audit client records and work with program Director to maintain compliance with all grant performance target and reporting requirements.
• Complete on-the-job training and coaching with new staff members. Conducts bi-weekly meetings with evening staff.
• Serves as on-call supervisor as needed.
• Make CPS and APS reports as required and needed. Mandatory Reporting: report suspected and prior abuse/neglect to either Child Protective services or Adult Protective services when appropriate.
• Other duties/projects may be assigned

Skills

Bilingual English/Spanish

Crisis counseling

Team leadership

Microsoft Office

Education

Bachelor's degree in psychology/social sciences

Tools

Microsoft Office

Teams/SharePoint

Internal databases

Job description

Houston Area Women's Center (HAWC) seeks a Bilingual Hotline & Crisis Intervention Services Coordinator to supervise daytime and evening hotline, chat, and hospital accompaniment teams in a hybrid Houston, TX environment. The role oversees call center operations, client services, and complex case management, delivering crisis support to survivors of domestic and sexual violence.

The position requires a 4-year degree, bilingual English/Spanish fluency, and experience in crisis response with team