DV Advocate-Evenings

YWCA Nashville & Middle Tennessee; Nashville (TN); On-site; USD 22,000 - 31,000; Full time

Job summary

YWCA Nashville & Middle Tennessee is seeking a compassionate helpline specialist to respond to the 24-hour crisis & support line. You will provide emotional support, safety planning, and resources to callers and shelter residents from Monday to Friday evening shifts.

This on-site role pays $19.38 per hour and requires strong empathy and confidentiality. Responsibilities include intake, documentation, crisis assessment, and coordinating referrals.

Qualifications

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

Responsibilities

• Responds to incoming calls on the YWCA 24-hour crisis & support helpline with emotional support and resources.
• Provide safety planning, crisis de-escalation, and referrals as appropriate.
• Maintain accurate, confidential records for each caller and shelter resident daily.
• Conduct intake, orientation, and exit interviews with shelter residents.
• Monitor building status, cleanliness, and safety, reporting malfunctions.
• Identify barriers to success for clients and make appropriate referrals.
• Manage rotating holiday residential coverage and assist visitors and volunteers.
• Attend staff meetings and trainings as requested.

Skills

Crisis intervention

Empathy

Active listening

Documentation

Communication

Education

High school diploma or equivalent

Bachelor’s degree in counseling or related mental health field preferred

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 3:00 pm-11:30 pm.
• $19.38/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 degree 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.
• Ability to carry materials with various weights up to 25 lbs.
• Ability to navigate the work environment and remain in a position for extended periods of time, with or without reasonable accommodation.
• Ability to type and use standard office equipment.
• Strong verbal and written communication skills.
• Adaptable to work environments with fluctuating noise levels.

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.