DV Advocate-Days

YWCA Nashville & Middle Tennessee; Nashville (TN); On-site; USD 21,000 - 31,000; Full time

Job summary

YWCA Nashville & Middle Tennessee is seeking a compassionate crisis line specialist for the 24-hour helpline. You will provide emotional support, resources, and safety planning to callers and shelter residents, with a focus on crisis de-escalation and accurate documentation.

The role requires empathy, strong communication, and the ability to assess safety needs. It is a on-site position with daytime hours and a starting rate of $18.87 per hour.

Qualifications

• High school diploma or equivalent and minimum of six months related experience required.
• Bachelor’s in Counseling or a related mental health field preferred.

Responsibilities

• Assesss callers for emergency shelter eligibility and create transportation plans.
• Provide supportive interactions and information on domestic violence dynamics.
• Maintain confidential client records daily with accuracy.
• Conduct intake, orientation, exit interviews, and safety planning.
• Monitor building status, cleanliness, and report malfunctions.
• Identify barriers and provide appropriate referrals.
• Manage resident activity and resolve conflicts appropriately.
• Ensure safety of residents and respond to security threats.
• Explain agency policies to residents and volunteers.
• Oversee rotating holiday residential coverage.
• Provide support to visitors and volunteers.
• Conduct client meetings and weekly room inspections; file work orders.
• Attend staff meetings and trainings; perform other duties.

Skills

Crisis intervention

Empathy

Communication skills

Rapport building

Cultural sensitivity

Time management

Attention to detail

Judgment and discretion

Problem solving

Education

High school diploma or equivalent

Bachelor’s in Counseling or related mental health field

Job description

Position responds to incoming calls on the YWCA 24-hour crisis & support helpline providing emotional support, resources and safety planning, when appropriate. This position requires a high level of compassion, empathy, and sensitivity to all callers and shelter residents.

• Hours: Monday-Friday 7:00 am-3:30 pm.
• $18.87/hour.

(This is not a remote position)

Relationships and Contacts:

• Within the organization: Maintains frequent and professional working relationships with staff throughout the organization including peers, directors, senior, and executive management.
• Outside the organization: Maintains frequent and professional working relationships with shelter clients, visitors, and volunteers.

Job Responsibilities

• Assesses the need of callers for emergency shelter, determines eligibility for intake, and develops transportation plan to shelter.
• Provides supportive interactions and information on the dynamics of domestic violence to shelter residents.
• Maintains accurate and confidential records for each client, documenting resident behaviors, incidents, interactions, and progress in a consistent and ethical manner on a daily basis.
• Conducts intake, orientation, exit interviews, and safety planning with shelter residents in an appropriate/timely manner.
• Monitors building status and cleanliness, reporting malfunctions and ensuring the building is kept clean.
• Identifies barriers to success for clients and makes appropriate referrals.
• Monitors resident activity throughout the shelter and manages conflict through appropriate intervention.
• Monitors and secures physical environment to maximize the safety of residents, implementing appropriate reactions to security threats as needed.
• Develops an understanding of agency and program policies and procedures, implementing appropriately and interpreting to residents and volunteers.
• Manages and maintains the rotating holiday residential coverage.

Additional Responsibilities:

• Provide support to visitors and volunteers.
• Conducts client meetings as needed to share information and build community.
• Conduct weekly room inspections, noting the status of the building and filing appropriate work orders.
• Attends program staff meetings, in-service training sessions, YW All Staff, and other meetings as requested.
• Performs other duties as assigned.

Qualifications

Education and Experience:

• High school diploma or equivalent and minimum of six months related experience required;
• Bachelor’s in Counseling or a related mental health field preferred.

Physical Requirements:

• While performing the duties of this job, the employee must be able to communicate with peers/general public, clients, and/or vendors.
• Must be able to tolerate various noise levels: noise level in the work environment varies – may be very quiet or extremely loud.
• Job performance will require the ability to move throughout the building as well as sit or remain stationary for extended periods of time.
• While performing the duties of this job, the employee may be required to talk or hear, sit, stand, walk, reach, climb or balance, stoop, kneel, crouch or crawl, taste or smell.
• The employee must be able to move 25 pounds.

Other Requirements:

• Must possess and maintain a valid driver’s license, motor vehicle insurance that complies with local laws, and a clean motor vehicle report (MVR).

Skill Competencies:

• Ability to react immediately, yet calmly, to crisis situations and quickly build rapport with callers.
• Ability to speak concisely and effectively communicate needs and information.
• Demonstrate compassion and understanding for people dealing with potentially life-threatening situations and be able to assess serious issues.
• Sensitivity to the needs of survivors of domestic violence and their children.
• Excellent organizational and time management skills.
• Ability to exercise sound judgment and discretion.
• Resourceful, creative, and problem solver.
• Excellent oral and verbal communication skills analyzing problems and presenting solutions to various staff and clients.
• High follow-through and attention to detail.
• Demonstrated respect for and sensitivity to cultural differences.
• Strong belief in the YWCA and ability to convey its importance.