Hotline Case Manager

Willow Domestic Violence Center; City of Rochester (NY); On-site; USD 42,000 - 45,000; Full time

Benefits offered by this job

Paid time off

401k retirement plan

Job summary

Willow Domestic Violence Center in Rochester, NY is seeking a compassionate Hotline Case Manager to provide crisis intervention, advocacy, and survivor support via telephone, text, and webchat. You will assess safety, coordinate resources, and connect survivors to housing, legal, and counseling services.

The role requires trauma-informed practice, strong communication, confidentiality, and the ability to work under pressure. Flexible schedule and benefits are included.

Qualifications

• Associate’s degree in human services or a related field is required.
• Bachelor’s degree preferred with experience in human services, social work, counseling or related field.
• Minimum of one year of experience working with families in crisis is preferred.
• Excellent communications skills (verbal and written) are required.

Responsibilities

• Provide crisis intervention, advocacy, and survivor support via telephone, text, webchat, and other platforms.
• Provide supportive listening, empower survivors to identify options, and access resources.
• Use trauma-informed, survivor-centered approaches to support individuals in crisis and safety concerns.
• Conduct shelter screenings, assess eligibility, and coordinate emergency shelter placement/waitlists.
• Connect survivors to Willow programs and services, including counseling, support groups, court advocacy, and housing supports.

Skills

Excellent communications

Trauma-informed approach

Education

Associate’s degree in human services or related field

Bachelor’s degree preferred

Job description

OUR MISSION: To prevent domestic violence and champion survivorsafety, justice, healing, and hope.OUR VALUES: Inclusion, Respect, Integrity, Excellence, Collaboration

Job Description

HOTLINE CASE MANAGERJOB SUMMARY

The Hotline Case Manager is a key member of the Willow Domestic Violence Center team, providing direct support,advocacy, case management, and crisis intervention services to survivors of domestic violence and intimate partnerviolence. This position requires a compassionate, trauma-informed professional who is skilled in working withindividuals and families experiencing crisis, safety concerns, and complex life circumstances.The Hotline Case Manager utilizes best practices in advocacy, active listening, safety planning, resource coordination,and survivor-centered support to promote empowerment, safety, and access to services. This role requires strongcultural awareness, sensitivity, sound judgment, and the ability to respond effectively in high-stress situations whilemaintaining professionalism, confidentiality, and respect.The successful candidate demonstrates empathy, resilience, strong communication skills, and the ability to build trustingrelationships with survivors from diverse backgrounds. This position requires the ability to remain grounded, solutionfocused, and supportive while navigating challenging conversations and providing meaningful assistance to those impacted by domestic violence.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• CRISIS INTERVENTION, ADVOCACY, & SURVIVOR SUPPORTProvides immediate crisis intervention, emotional support, advocacy, information, referrals, and individualized safety planning to survivors of domestic violence through telephone, text, webchat, and other communicationplatforms.
• Provides supportive listening and advocacy while empowering survivors to identify options, make informeddecisions, and access resources.
• Utilizes trauma-informed, survivor-centered, and solution-focused approaches to support individualsexperiencing crisis, safety concerns, and barriers to accessing services.
• Conducts shelter screenings, assesses eligibility and needs, and coordinates emergency shelter placement andwaitlist processes in accordance with program procedures.
• Connects survivors to Willow programs and services, including counseling, support groups, court advocacy,housing supports, and other agency resources.
• Provides warm referrals and resource coordination with community agencies to address survivor needs, includinghousing, legal, medical, financial, and social service supports.
• Maintains knowledge of domestic violence dynamics, community resources, and best practices to provide accurateand effective advocacy.

DOCUMENTATION & REPORTING

• Develops, reviews, and updates individualized safety plans based on survivor needs, risk assessment, and changingcircumstances.
• Complete and maintain accurate, timely, and confidential client documentation in accordance with agencypolicy, regulatory & licensing standards, funding requirements, and professional ethical guidelines.
• Submit all internal agency documentation, incident reports, referrals, and related paperwork to the appropriatedepartments in a timely manner.
• Utilize agency electronic database to complete timely and accurate documentation of all services provided toclients and their families.

OTHER DUTIES AS ASSIGNED

• Supports onboarding and development of new Hotline Advocates through shadowing, mentoring, and sharingprogram knowledge as assigned.
• Supports shelter operations through cross-coverage, ensuring continuity of care, operational efficiency, andadherence to agency policies and procedures.
• Participates in team meetings, trainings, supervision, and quality improvement activities to strengthen hotlineservices.
• Maintains professionalism, compassion, and appropriate boundaries while managing sensitive and high-risksituations.
• Complete all job functions ethically and in a culturally competent manner.Any other duties assigned by the Manager of Hotline or Executive Team needed to help drive our vision, fulfill our mission, and abide by our organization values.

REQUIRED QUALIFICATIONS

• Associate’s degree in human services or a related field, bachelor’s degree preferred with experience in humanservices, social work, counseling or a related field or an equivalent combination of education and experience isrequired.
• A minimum of one year of experience working with families in crisis is preferred.Excellent communications skills (verbal and written) are required.
• Ability to deal with a variety of crises and emotions in the workplace, communicate with a variety of people, work independently and maintain strict confidences using a trauma informed approach. Must be able to resolve problems, handle conflicts, be adaptable and flexible and make effective decisions under pressure. Must be attentive, listen to people, meet clients where they are and collaborate with survivors around their goals.

ADDITIONAL INFORMATION

Department: Hotline ServicesLocation: SkyviewReports to: Manager of Hotline ServicesPay Rate: $21.00/hour

o Various Days of the Week 9:00am-5:30pm 1:30pm-10:0 0pm 5:0 0pm-10:00pm

We offer a generous benefits package including paid time off, and a 40lk retirement plan.

Willow Domestic Violence Center is an Equal Opportunity Employer

Willow Domestic Violence Center is committed to equal opportunity for all, without regard to race, religion, color,

information, or any other protected characteristic. Willow Domestic Violence Center will make reasonableaccommodations for known physical or mental limitations of otherwise qualified employees and applicants with

disabilities unless the accommodation would impose an undue hardship on the operation of our business.