FT DV Advocate Evenings

YWCA Nashville & Middle Tennessee; Nashville (TN); On-site; USD 25,000 - 28,000; Full time

Job summary

YWCA Nashville & Middle Tennessee is seeking a compassionate helpline specialist to respond to calls on our 24-hour crisis and support line. The role provides emotional support, resources, and safety planning for callers and shelter residents.

Responsibilities include intake assessment for emergency shelter, maintaining confidential records, conducting interviews, and coordinating safety plans. The position requires empathy, strong communication, and the ability to work evenings in a non-remote

Qualifications

• Education requirement: high school diploma or equivalent; six months related experience minimum.
• Bachelor’s degree in counseling or a related mental health field preferred.

Responsibilities

• Responds to incoming calls on the 24-hour crisis & support helpline with emotional support, resources and safety planning.
• Assess needs for emergency shelter and determine intake eligibility; develop transportation plan to shelter.
• Maintain confidential records for each client detailing interactions and progress daily.
• Conduct intake, orientation, exit interviews, and safety planning with shelter residents.
• Monitor building status, cleanliness, and report malfunctions to ensure safety.
• Identify barriers to success and make appropriate referrals.
• Manage resident activities and resolve conflicts with appropriate intervention.
• Ensure safety by monitoring and securing the environment and communicating policies to residents and volunteers.
• Attend staff meetings and perform other duties as assigned.

Skills

Crisis response

Empathy

Communication

Record keeping

Safety planning

Relationship building

Conflict management

Time management

Cultural sensitivity

Attention to detail

Education

High school diploma or equivalent

Bachelor’s degree in counseling or related 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 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.