Domestic Violence Hotline Advocate

CFS; New York (NY); On-site; GBP 23,000 - 26,000; Full time

Benefits offered by this job

Paid Time Off: 20 days + 5 after 5 yrs

Paid Holidays: 14 holidays + 2 flex

Life Insurance

Medical, Dental, Vision Insurance

Wellness Program + HSA

Retirement: 403(b) with employer match

PSLF eligibility

Job summary

Child & Family Services is seeking a DV Hotline Advocate to respond to 24/7 crisis calls, provide trauma-informed crisis counseling, and connect survivors with housing, legal resources, and services through a collaborative network in Erie County.

The role requires a Bachelor’s in Social Work or related field, NYS driver’s license, and proficiency in Microsoft Office/Excel. The advocate will work with students and partners, with a focus on survivor-centered, equity-informed support.

Qualifications

• Bachelor's Degree in Social Work or related field.
• Commitment to empowering domestic violence survivors using a trauma-informed, equity, and strength-based lens.
• Valid New York State driver’s license and access to reliable vehicle for travel to meetings.
• Proficient in Microsoft Office suite including Excel and ability to enter accurate information into the case management system.

Responsibilities

• Answering the hotline in a compassionate and professional manner.
• Provide crisis counseling, and trauma informed support for callers and chat line users.
• Collaborate on safety planning using trauma-informed, survivor-centered, and solution-focused models and incorporating the Danger Assessment.
• Provide referrals to services.
• Triage follow up calls to clients based on high risk factors and work with interns to complete follow up requests.
• Attend HRT-related and internal departmental meetings to improve processes and build and maintain relationships with partners and coworkers.
• Be liaison for Erie County High Risk Team (HRT) and main contact for law enforcement participating in the Team.
• Provide follow up to HRT cases and high-risk survivors needing emergency housing when placement is unavailable.
• Maintain data and case management data in Empower.

Skills

Crisis counseling

Trauma-informed care

Safety planning

Interagency collaboration

Data entry / case management

Education

Bachelor's Degree in Social Work or related field

Tools

Microsoft Office

Excel

Job description

Haven House’s Domestic Violence Hotline is a 24/7 confidential crisis line providing critical support to individuals experiencing domestic violence. Our hotline serves as a lifeline for survivors, offering immediate emotional support, safety planning, and connections to essential services such as emergency shelter, legal resources, counseling, and advocacy.

Position Summary:

The Domestic Violence (DV) Hotline Advocate is a vital part of the continuum of domestic violence services provided at Haven House as well as the full collaboration of community stakeholders responding to domestic violence in Erie County. The DV Hotline Advocate is the first point of contact for individuals seeking services and answers the emergency 24-hour telephone and chat lines. The DV Hotline Advocate works collaboratively with the Erie County High Risk Team (HRT) and is the designated contact for response to and follow up on eligible cases.

A Day in the life as the DV Hotline Advocate:

• Answering the hotline in a compassionate and professional manner.
• Provide crisis counseling, and trauma informed support for callers and chat line users in need of de-escalation.
• Collaborate with callers and chat line users on safety planning by using best practices including trauma informed, survivor-centered, and solution focused models and incorporating the Danger Assessment.
• Provides callers and chat line users with referrals to services.
• Triage follow up calls to clients based on high risk factors and work with interns to complete follow up call requests.

Attend HRT-related and internal departmental meetings as needed to improve processes and build and maintain relationships with partners and coworkers.

• Provides accurate information on common dynamics of domestic and interpersonal violence.
• Works alongside and supportively with bachelor's and master's level students that are doing their fieldwork on the hotline.
• Be the liaison and designated contact for the Erie County High Risk Team (HRT)- responding and following up on eligible cases. You will be the main point of contact for law enforcement jurisdictions participating in the Team to provide immediate crisis intervention.
• Provide follow up to HRT cases and high-risk survivors needing emergency housing when they are unable to obtain placement in Haven House shelter.
• Assisting in maintaining data and case management data in Empower.

The Qualified Candidate will:

• Have a Bachelors Degree in Social Work or related field
• Demonstrate a commitment to empowering domestic violence survivors using a trauma-informed, equity, and strength-based lens. Prior domestic violence experience strongly preferred.
• Have a valid New York State driver’s license and access to reliable vehicle for travel to and from meetings on a frequent basis. (Some meetings may take place in areas that are not accessible by public transportation).
• Be proficient in Microsoft Office suite programs including Excel and ability to enter accurate information into case record management system (database).

Competitive pay range of $22-$25 per hour based on a 35-hour work week.

Shift Information: Hours are Monday through Friday 9am to 5 pm with flexibility to attend the occasional meeting or provide coverage outside of regular business hours.

CFS offers full-time employees the below benefits to support our employees and their families and help to create a healthy work environment.

• Paid Time Off (PTO)
  –20 PTO Days (25 Days After Five Years of Employment)
  –14 Paid Holidays (includes 2 flex holidays)
  – Bereavement: Four Paid Days
  – Paid Jury Duty
• Employer Paid Life Insurance
• Medical, Two Plan Options
• Dental, Two Plan Options
• Vision Insurance
• Wellness Program and Incentives
• Health Savings Account (HSA) and Quarterly Employer-Contributions
• Dependent Care FSA Retirement
• Employee Referral Bonus
• Qualifying Employer for Public Service Student Loan Forgiveness Program (PSLF)
• 403(b) Right Away and Employer-Contributions After Two Years
  

Child & Family Services is an Equal Opportunity Employer: Child & Family Services provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran or familial status, or genetics. In addition to federal law requirements, Child & Family Services complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer leaves of absence, compensation, and training.

Detail Oriented

Capable of carrying out a given task with all details necessary to get the task done well

Team Player

Works well as a member of a group

Dedicated

Devoted to a task or purpose with loyalty or integrity

Ability to Make an Impact

Inspired to perform well by the ability to contribute to the success of a project or the organization

Flexibility

Inspired to perform well when granted the ability to set your own schedule and goals

Education

Bachelors or better in Social Work or related field.

Equal Opportunity Employer
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