Bilingual Hotline Advocate

The Bridge Over Troubled Waters; Pasadena (TX); On-site; USD 36,000 - 44,000; Full time

Job summary

The Bridge Over Troubled Waters in Pasadena, Texas is seeking a Bilingual Hotline Advocate to provide crisis intervention and referral services through a 24-hour hotline. The role includes managing shelter bed data, responding to survivors of domestic and sexual violence, and training staff on crisis intervention competencies.

The ideal candidate will possess excellent communication skills, be bilingual in Spanish and English, and have a background in social services. This full-time position offers a salary of $40,000 annually.

Qualifications

• Bilingual Spanish/English required.
• Associate’s/Bachelor’s degree preferred, or High School Diploma with relevant experience.
• Must rotate on-call responsibility for 2–3 shifts per month.

Responsibilities

• Provide crisis intervention and information services through a hotline.
• Manage shelter bed database and report services provided.
• Assist with hotline training for staff and volunteers.

Skills

Bilingual Spanish/English

Excellent communication skills

Ability to establish rapport

Education

High School Diploma/GED

Associate’s/Bachelor’s degree

Job description

Bilingual Hotline Advocate

Full Time/Non-Exempt: 36-hours a week

Schedule: Sunday, 2:00 pm to 6:00 pm, Monday through Thursday, 4:00 pm to 12 am.

$40,000 annually

Description

The Bridge is in search of a Bilingual Hotline Advocate who will provide crisis intervention and information and referral services through a 24‑hour hotline for survivors of domestic/sexual violence, and homelessness.

The Hotline Advocate will answer a 24‑hour hotline and 24‑hour Live Chat & text line to provide assessments, including crisis intervention, information and referrals, and immediate needs. The role includes managing the HCDV shelter bed database, collecting and entering monthly data on services provided via the hotline into the database, ensuring the TBOTW account is updated and accurate bed availability is noted daily, and completing reports in compliance with grant requirements and agency requirements.

Additionally, the Hotline Advocate will assist with hotline and crisis intervention training for staff and volunteers on the competencies of crisis intervention, Live Chat, Language Line, DA‑LE calls and all accompaniments. The role also involves maintaining community resources for survivors of domestic/sexual violence and homelessness by updating the resource manual to ensure referrals contain current information, and acting as an on‑call advocate a maximum of 2–3 shifts per month (including overnight and weekend hours) to survivors of domestic and sexual violence at local hospitals.

Provide casework to shelter residents on a limited basis, as necessary. Conduct initial assessment for emergency shelter services as needed; and update resident census to ensure available space. Assist shelter staff with transportation and assist resident advocates as needed with tasks relating to the daily operations of the Shelter as required.

Required Skills & Qualifications

• Associate’s/Bachelor’s degree preferred, preferably in social sciences field. In lieu of the educational requirement, a High School Diploma/GED with a minimum of one year’s experience in social services or customer service arena.
• Bilingual Spanish/English required.
• Must rotate on‑call responsibility a minimum of approximately 2–3 24‑hour shifts per month to provide accompaniment to victims of FV/SA at local hospitals, police departments, schools, etc.
• Knowledge of the dynamics of sexual and domestic violence, laws related to sexual and domestic violence, and an overview of the legal system.
• Ability to establish rapport and work with at‑risk populations.
• Excellent communication skills required (both verbal and written) and ability to work independently.

Other Requirements

• Must pass a criminal background investigation check.
• Must provide and maintain a current TX Driver’s License.
• Must provide and maintain a clean driving record and annually update the driving record.
• Must provide and maintain current auto liability insurance.
• Must be authorized to work in the U.S.
• Must be able to lift/carry (40) lbs, and ascend/descend stairs in an emergency shelter setting.