Hotline Specialist Full Time (Mon-Fri, 9am-5pm)

Shelter House; Virginia; Remote; USD 25,000 - 36,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401K with employer match

Paid holidays and Birthday Off

Team building events

Job summary

Shelter House is seeking a full-time Hotline Specialist to operate the 24-hour DV hotline for Fairfax County on a remote schedule (Mon-Fri, 9am-5pm; shift times fixed). The role requires empathetic crisis support and rapid assessment of shelter eligibility while maintaining confidentiality.

You will conduct crisis screenings, provide trauma-informed crisis intervention and safety planning, document calls accurately, coordinate with shelter staff and community partners, and uphold Shelter House

Qualifications

• Experience working with DV/SV or trauma survivors is preferred.
• Excellent written and verbal communication skills.
• Ability to maintain strict confidentiality and ethics.
• Strong problem solving and time management abilities.

Responsibilities

• Conduct crisis screenings and assess shelter entry eligibility.
• Provide trauma-informed crisis intervention and safety planning.
• Offer emotional support and resources to callers.
• Document calls accurately and maintain confidentiality.
• Coordinate with shelter staff and community partners.
• Attend supervision and complete required documentation on shift.

Skills

Active listening

Written communication

Oral communication

Empathy

Trauma-informed care

Crisis intervention

Confidentiality

Time management

Organization

Education

Bachelor's degree in human services or related field

Tools

Microsoft Office

Excel

Email

Job description

Title: Hotline Specialist Full Time (Mon-Fri, 9am-5pm) (shift times cannot be changed or accommodated)

Department: Hotline & Counseling Services

Reports to: Crisis Hotline Program Manager

Salary: $22.00per hour

Location: Remote

FLSA Status: Non-Exempt

About Us:

Shelter House was established in 1981 as a grassroots responder to the homelessness crisis in Fairfax County. Since the organization’s inception, we have adapted and grown to meet community needs, all while working in partnership with government and private partners and community members. Today, Shelter House is a successful and reputable organization of over 200 employees committed to preventing and ending homelessness and domestic violence. In the last year, our compassionate team of individuals changed the lives of nearly 2,000 individuals, half of which were children.Our Culture is built from our Core Values of Inclusivity, Collaboration, Accountability, Respect, and Empowerment (iC.A.R.E.)

About the Role:

The Domestic Violence (DV) Hotline Specialist is an essential remote position covering the 24-hour domestic and sexual violence hotline for Fairfax County, through Shelter House. The Hotline Specialist will answer the crisis line and assess callers for shelter entry eligibility in addition to providing resources, information and safety planning, regardless of shelter entry. The Hotline Specialist must listen empathetically and with an ear tuned to assessing imminent danger of lethality due to domestic violence. The Hotline Specialist will provide trauma informed crisis intervention, advocacy, support and safety planning and work in collaboration with community resources and referrals. In addition, the Hotline Specialist will coordinate with shelter staff and management to ensure a smooth transition for callers from the community to the shelter.

How you will contribute:

• Conduct crisis screenings over the phone with those seeking shelter entry into Fairfax County’s shelter for those fleeing domestic violence or callers seeking DV/SV/Human trafficking/Stalking resources.

• Provide emotional support through supportive listening, trauma informed, crisis intervention, advocacy and safety planning in addition to providing resources whenever possible and requested.

• Provide problem solving, safety planning, education, advocacy to callers as appropriate

• Provide appropriate community referrals and work collaboratively with other community agencies to provide comprehensive services for callers where possible and appropriate.

• Have a quiet workspace with reliable wi-fi connection to conduct calls professionally and privately while maintaining caller privacy.

• Answer every call that comes to the hotline during shift.

• Promptly document all calls in required systems, maintain strict confidentiality, and ensure all required information is gathered and recorded.

• Ability to navigate and utilize digital platforms for tracking/storing information.

• Submit all completed and required documentation no later than the end of a shift.

• Adhere to all agency and department policies and procedures.

• Remain knowledgeable of best practices related to DV/SV/Human Trafficking/Stalking as well as internal policies and processes that may impact shelter eligibility.

• Attend virtual supervision and staff meetings, ongoing training and quarterly meetings, which may be in person periodically.

• Communicate regularly with Hotline Program Manager to report the start of your shift, any changes in your schedule, and any challenges you experience answering calls.

• Maintain regular communication with supervisor to seek support guidance during shift to process challenging calls if/when necessary.

• Consistent showing up to shifts on time and communicating in advance if unable to cover any agreed upon shift.

• Ensure compliance with all agency policies.

• Exemplify the Shelter House core values; Inclusivity, Collaboration, Accountability, Respect and Empowerment.

• The FT Hotline Specialists (Monday –Friday) can expect to have additional administrative duties during periods of down time.

• Other Duties as assigned.

Required:

• Must be a resident of NOVA (Northern Virginia)

• Reliable and stable internet connection

• Quiet workspace

• Bachelor’s degree in human services, Social Work or related Field or combination of education and experience

• 2+ years' experience working with victims of DV/SV/ or Human Trafficking

• Knowledge in counseling techniques and experience in trauma informed domestic and sexual violence

• Clear written communication

• Active listening skills

• Computer skills – including work, Excel, email and the internet

• Ability to maintain professional ethics and client confidentiality

• Strong written and oral communication skills

• Ability to prioritize competing priorities and make sound judgements

• Ability to complete tasks while navigating frequent interruptions

• Strong organizational and time management skills

Preferred:

• Experience working with clients who have suffered trauma. Preferred would be experience working in the fields of domestic violence and/or child abuse.

• Experience in a call center handling crisis situations.

• Must be familiar with trauma-informed care, especially as it relates to individuals experiencing domestic violence.

• Experience working with diverse populations.

Physical Requirements:

• Annual TB Test is required

• Ability to sit or stand for long periods

• Ability to lift items weighing 10-20 pounds

Benefits

• Medical, Dental & Vision Insurance
• 401K contributions with a 4% employer match
• 13 Paid Holidays, 2 Floating Holidays and the opportunity to take your Birthday Off
• Four Annual Team Building Events

Equal Employment Opportunity:

Equal Employment Opportunity Policy: Shelter House is committed to providing equal employment opportunity to all employees and applicants. All employment-related decisions will be made and carried out without regard to race, color, religion, national origin, ancestry, citizenship, age (over 40), sex, marital status, pregnancy, sexual orientation, gender identity, veteran status, disability unrelated to the individual's ability to perform his or her job or any other legally protected status. Shelter House will also provide reasonable accommodations to pregnant and qualified employees with disabilities to enable them to perform the essential functions of their job, and to employees with respect to their observance of their religious beliefs, in accordance with applicable law. Any job applicant or employee who would like or needs an accommodation may request an accommodation by contacting the Human Resources department.

Drug and Alcohol-Free Workplace Policy:

Drug-Free Workplace: Shelter House is committed to maintaining a drug-free workplace. Employment is contingent upon compliance with our Drug-Free Workplace Policy, which prohibits the unlawful manufacture, sale, distribution, dispensation, possession, or use of controlled substances or marijuana in the workplace. Additionally, all subcontracts and purchase orders over $10,000 must include provisions ensuring a drug-free workplace.