Bilingual Hotline & Crisis Intervention Services Coordinator

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

Benefits offered by this job

Medical, Dental, Vision Insurance

Life Insurance & Disability Insurance

401(k) with employer match

Hospitality leave and paid holidays

Hybrid work model

Job summary

Houston Area Women's Center is seeking a Bilingual Hotline & Crisis Intervention Services Coordinator to supervise the daytime and evening Hotline, Chat Services, and Hospital Accompaniment teams.

The role oversees the hotline call center operations, ensures timely call distribution, and supports complex client cases with crisis intervention and emotional support for survivors of domestic and sexual violence.

Qualifications

• Bachelor's degree in psychology, social work, sociology, criminal justice, business communications, or other social sciences.
• Bilingual in English and Spanish; reading, speaking and writing fluently.
• Minimum of 1 year experience in crisis work or counseling.
• Minimum of 1 year experience leading a team with direct reports.
• Experience in crisis hotline settings preferred; intermediate MS Office/TEAMS/SharePoint skills.

Responsibilities

• Supervise daytime and evening Hotline, Chat Services, and Hospital Accompaniment teams.
• Oversee hotline call center operations and call distribution to reduce wait times.
• Provide crisis intervention and emotional support to survivors of domestic and sexual violence.
• Coordinate shelter placement and manage complex cases across shifts.
• Maintain accurate client records and ensure grant reporting requirements are met.

Skills

Bilingual EN/ES

Crisis intervention

Team leadership

Emotional intelligence

Education

Bachelor’s degree in social sciences

Tools

Microsoft Office

TEAMS

SharePoint

Database programs

Job description

As the Bilingual Hotline & Crisis Intervention Services Coordinator provides supervision and leadership to daytime and evening Hotline, Chat Services, and Hospital Accompaniment team. This position is responsible for overseeing program functions including the monitoring and management of hotline call center telephone system and distribution of calls. This role will assist with on-going and complex client cases and oversee delivery of client services. Client services include crisis intervention and emotional support to survivors of domestic and sexual violence.Your Schedule:Monday & Tuesday 8 pm -7 amSaturday & Sunday 8 am - 5 pmWork Model: hybridLocal Travel: 25%Our Total Rewards Package:At the Houston Area Women's Center, we are committed to supporting our employees with a comprehensive Total Rewards Package that promotes health, financial well-being, and work-life balance.Annual Compensation:$50,000Pay Schedule: Semi-monthlyMedical, Dental, Vision, Life, and Disability InsuranceTime Away From Work Program, including:Vacation Leave based on relevant professional experience (15–30 days annually for full-time employees; prorated for eligible part-time employees)Sick Leave (112 hours annually for full-time employees; prorated for eligible part-time employees)Eleven (11) Observed Agency Holidays. Holiday pay is provided to eligible employees who are regularly scheduled to work on the observed holiday. If the observed holiday falls on an employee’s regularly scheduled day off, the employee is not eligible for holiday pay.401(k) Retirement Plan with a 125% employer match on employee contributions up to 4% of annual earnings for eligible full-time employees after one year of serviceVacation and sick leave eligibility, accruals, usage, rollover limits, holiday eligibility, and all benefit programs are administered in accordance with HAWC policies and applicable plan documents.The Requirements We are Seeking: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 years 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 programsComputer savvy able to learn new systems and applications quickly.What you Deliver in this role: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 assignedWhat Skills and Assets you bring, and more:Superior writing abilities and attention to detail.Exceptional service-oriented attitude, work ethic, and growth mindset.Sound and consistent critical thinking.Strong Emotional intelligence.Strong and savvy judgment and decision-making to ensure all resources, competing priorities, and department responsibilities are managed effectively and efficiently.Excellent verbal and business communication and presentation skills.Proven interpersonal skills with a willingness and desire to work with people from diverse ethnic, socioeconomic, and religious backgrounds.Demonstrated ability to think strategically and work collaboratively.Demonstrated ability to be a team player and work productively with others in a dynamic, fast-paced, deadline-oriented environment.When you work here at HAWC you make an impact not just in the lives of the survivors and the people you help, but also make an impact in our own lives and our community. We learn and grow with a purpose where we strive to work for a common cause, which is to end domestic and sexual violence for ALL.