Hotline Advocate - (Full -Time)

Smartstartofmeck; Charlotte (NC); On-site; USD 38,000 - 48,000; Full time

Job summary

Safe Alliance in Charlotte, NC seeks a Full-time Hotline Advocate to provide intake, assessment, case management, crisis intervention, safety planning, and referrals to clients in need.

The role emphasizes trauma-informed, client-centered support for families and victims, with focus on coordination with partners, documentation, and ongoing professional development. Spanish-speaking preferred.

Qualifications

• High School Diploma, GED, or Equivalent Experience.
• Preferences: Experience working with victims or experience in human services.
• Language: Spanish-speaking preferred.

Responsibilities

• Provide intake, assessment, case management, crisis intervention, safety planning, court education, information, and referrals.
• Provide parent support and education to callers via hotline and chat.
• Ensure coordinated client care with community partners.
• Maintain confidential and accurate records in agency databases.
• Serve as On-Call Advocate for at least three holidays per calendar year.

Skills

Trauma-informed approach

Client-centered care

Case management

Crisis intervention

Safety planning

Information and referrals

Community coordination

Education

High School Diploma/GED

Job description

Job Title: Hotline Advocate

Reports To: Hotline Advocate Supervisor

Status: Full-time

Essential Duties and Responsibilities:

• Using a trauma-informed, client-centered approach to:
  • As applicable, provide intake, assessment, case management, crisis intervention, safety planning, court education, information, and referrals.
  • Provide parent support and education to callers, focusing on needs of entire family via the hotline and chat feature.
  • Ensure coordinated client care with key community partners.
  • Act with client in mind and work to meet client's needs and expectations to the extent possible.
• Administration
  • Maintain confidential and accurate, up to date client, stakeholder, intern, and volunteer records, program and agency records in agency databases, which may include CSN, Raiser's Edge, Financial Edge and Timeforce.
  • Research, write, and manage grant reporting and grantor relationships as assigned by supervisor.
  • Adhere to agency and program procedures concerning documentation, Critical Incident Reports, and Client Satisfaction Surveys, and participate in the Quality Assurance process.
  • Serve as On-Call Advocate for at least three holidays per calendar year.
• Stewardship
  • Increase awareness of victimization, prevention, and available resources through public speaking and media requests as assigned by supervisor.
  • Participate in community meetings and committees as assigned by supervisor.
  • Promote and maintain professional relationships with agency staff, volunteers, interns, stakeholders, and community partners.
  • Assist with new staff/volunteer training as assigned.
• Professional Development
  • Contribute to quality of services by staying informed of best practices, developments and trends in the area of trauma and victimization, especially as it relates to intimate partner violence, sexual violence, and child maltreatment.
  • Maintain and develop skills and knowledge by attending training and ensure licensure and certifications are up to date as needed for the job.
• Contribute to agency effectiveness by performing other duties as assigned.
• Core Competencies
  • Demonstrate all agency competencies.
  • Demonstrate the position agency competencies:
    • Action Oriented/Planning and Organizing
    • Adaptability
    • Building Trust
    • Client Focus
    • Teamwork
    • Technical/Professional Knowledge and Skills

Education and/or Work Experience Requirements:

• Requirements: High School Diploma, GED, or Equivalent Experience
• Preferences: Experience working with victims or experience in human services.
• Language: Spanish-speaking preferred

Physical Requirements

• Light work: Exerting up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly lift, twist, carry, push, pull or otherwise move objects, including the human body.
• Ability for close vision, distance vision, color vision, depth perception, and ability to adjust focus to perform an activity to determine accuracy and thoroughness of work assignment.
• Ability to reach, stand, crouch, walk, and finger, grasp, sit, twist, talk, hear, and perform repeated motions.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Employee must have access to transportation that allows them to meet all job requirements in a timely fashion. Position may require staff to work outside of the typical work hours as the agency provides services 24/7.

No calls, emails, or visits please.

The above statements are intended to describe the general nature and level of work being performed by people assigned this job classification. They are not to be constructed as an all-inclusive list of all duties, skills, and responsibilities of people so assigned. Safe Alliance may still be subject to government mandated vaccine requirements and testing similar to the ones outlined by the OSHA Emergency Temporary Standard. As a condition of employment you must be willing to submit proof of vaccination or submit testing results weekly or as outlined by the agency. Proof of vaccination status must be provided at hiring and/or upon request by the agency.

Accommodations: Safe Alliance will engage in an interactive process with employees requesting medical or religious accommodations

The Agency's policy is to provide equal opportunity in all terms, conditions, and privileges of employment for all qualified applicants and employees without regard to race, color, creed, religion, national origin, sex, age, marital status, disability or veteran status.