Crisis Hotline Counselor — Compassionate Safety & Shelter

The Family Place; Dallas (TX); On-site; USD 35,000 - 45,000; Full time

Job summary

The Family Place is seeking a Hotline Counselor in Dallas to serve as the first point of contact for survivors in crisis, providing compassionate, trauma-informed crisis support and real-time safety assessment. You will conduct intake assessments, assist with emergency placement, and guide callers toward shelter, resources, and personalized safety plans.

You will maintain accurate records, support residents, and contribute to training staff and volunteers while upholding professional boundaries

Qualifications

• Strong crisis intervention skills.
• Trauma-informed communication and approach.
• Ability to listen empathetically and respond calmly under pressure.
• Develop personalized safety plans for callers and residents.
• Experience with risk assessment and safety planning in crisis.
• Ability to maintain accurate client records and documentation.

Responsibilities

• Answer hotline calls from survivors seeking shelter or resources.
• Assess immediate risk and determine safety needs.
• Provide empathetic, trauma-informed support through active listening.
• Help callers develop personalized safety plans for immediate and long-term safety.
• Conduct intake assessments for new shelter residents; arrange emergency placement.
• Provide referrals and safety planning when shelter isn’t available.
• Maintain accurate client records and assist with data entry and reporting.
• Support residents and assist with training new staff and volunteers.

Skills

Crisis intervention

Trauma-informed care

Active listening

Empathy

Safety planning

Risk assessment

Job description

The Family Place is seeking a Hotline Counselor in Dallas to serve as the first point of contact for survivors in crisis, providing compassionate, trauma-informed crisis support and real-time safety assessment. You will conduct intake assessments, assist with emergency placement, and guide callers toward shelter, resources, and personalized safety plans.

You will maintain accurate records, support residents, and contribute to training staff and volunteers while upholding professional boundaries