Hotline Counselor PT 6p-11p M-F

The Family Place; Dallas (TX); On-site; USD 35,000 - 45,000; Full time

Job summary

The Family Place is seeking a Hotline Counselor in Dallas to serve as the first point of contact for survivors in crisis, providing compassionate, trauma-informed crisis support and real-time safety assessment. You will conduct intake assessments, assist with emergency placement, and guide callers toward shelter, resources, and personalized safety plans.

You will maintain accurate records, support residents, and contribute to training staff and volunteers while upholding professional boundaries

Qualifications

• Strong crisis intervention skills.
• Trauma-informed communication and approach.
• Ability to listen empathetically and respond calmly under pressure.
• Develop personalized safety plans for callers and residents.
• Experience with risk assessment and safety planning in crisis.
• Ability to maintain accurate client records and documentation.

Responsibilities

• Answer hotline calls from survivors seeking shelter or resources.
• Assess immediate risk and determine safety needs.
• Provide empathetic, trauma-informed support through active listening.
• Help callers develop personalized safety plans for immediate and long-term safety.
• Conduct intake assessments for new shelter residents; arrange emergency placement.
• Provide referrals and safety planning when shelter isn’t available.
• Maintain accurate client records and assist with data entry and reporting.
• Support residents and assist with training new staff and volunteers.

Skills

Crisis intervention

Trauma-informed care

Active listening

Empathy

Safety planning

Risk assessment

Job description

OUR MISSION

The Family Place empowers survivors of family violence by providing safe housing, counseling, and skills that create independence while building community engagement and advocating for social change to stop family violence.

Position Summary

In this position as Hotline Counselor, you will serve as the critical first point of contact for survivors reaching out for help in their most vulnerable moments, providing the compassionate crisis support and immediate safety assessment that can save lives. You’ll answer hotline calls from individuals seeking shelter, safety, or resources related to domestic violence, establishing rapport with callers in crisis, assessing their immediate risk, and helping them develop personalized safety plans that promote both immediate protection and long-term well-being. Conduct intake assessments for new shelter residents, provide emergency placement services for families fleeing violence, and offer referral services and safety planning when shelter isn’t available or appropriate. You’ll maintain accurate client records, support current residents during your shift, assist with training new staff and volunteers, and use active listening and trauma-informed communication to provide the empathetic, nonjudgmental support that helps survivors take their first steps toward safety and healing.

If you have strong crisis intervention skills, can remain calm and compassionate during high-stress situations, and want to be the lifeline someone desperately needs in their darkest hour, this is your opportunity to make an immediate, life-changing impact every single day.

Key Responsibilities

• Answer hotline calls from individuals seeking shelter, safety, or resources related to domestic violence.
• Establish rapport and assess immediate risk to determine the caller’s safety needs.
• Provide empathetic support using active listening and compassionate communication.
• Assist callers in developing a personalized safety plan to promote immediate and long-term safety.
• Conduct intake assessments for new residents and provide emergency placement services for individuals and their children who are victims of domestic violence.
• Provide referral services to individuals calling the Safe Campus hotline and provide a safety plan when clients are not able to stay at the campus.
• Assures that client records and forms are accurate and current; assists in providing statistical information as required.
• Maintain appropriate professional boundaries with clients.
• Assist with special events and activities when required.
• Attend required staff meetings and in-service training sessions.
• Assist with the training of new staff, interns, and volunteers who answer the hotline.
• Assist with data entry when necessary.
• Maintain departmental spreadsheets, digital hold info for incoming clients, and DV beds updates.
• Maintain current professional knowledge of domestic violence and crisis theory, including assessment of danger.

Other Duties

We work as a team at The Family Place, and sometimes you may be asked to support another area of the business, such as the shelter or receptionist area.

Examples:

• Monitor the shelter front desk and assist with distributing medication, toiletries, etc.
• Provide transportation for shelter clients when necessary, using agency vehicles.
• Greet Family Place visitors and volunteers and assist with signing in.
• Performs other duties, as assigned.