Lead Hotline Advocate

Prudence Crandall Center Inc; Bristol (CT); On-site; USD 45,000 - 65,000; Full time

Job summary

Prudence Crandall Center Inc is seeking a Lead Hotline Advocate to support survivors seeking emergency shelter services. This role provides care, advocacy and information through our 24hr hotline in trauma-informed, client-centered ways, advocating and coordinating support for callers and connecting them to resources.

Local travel is required; bilingual Spanish/English candidates encouraged. Bachelor’s degree preferred and at least two years in advocacy or hotline services.

Qualifications

• Bachelor's degree preferred; at least two years' experience in advocacy, counseling, case management, hotline services, and/or residential services preferred.
• Bilingual candidates (Spanish & English) strongly preferred if qualifications are met.
• Strong interpersonal communication skills; ability to work independently and as part of a team; timely task completion; demonstrated advocacy for others.
• Preferred experience or interest in women's issues, domestic violence, and residential programs.

Responsibilities

• Shared On-Call responsibilities and oversees 24hr hotline coverage.
• Provide services that are client-centered, trauma-informed and empowerment-based.
• Provide support to shelter clients individually, and in a group setting.
• Ensure client confidentiality as outlined in CGS 52-146K and the Center's confidentiality policy.
• Ensure program compliance with funding requirements and contracts, and PCC's policies and procedures.
• Work collaboratively with PCC staff and other community service providers to address client needs, offer resources, and connect clients to resources.
• Answer the Emergency Hotline and provide shift coverage as needed.
• Participate and assist with team meetings.
• Maintain consistent communication flow with shelter team.
• Collaborate with the Shelter Manager and other Shelter Advocates on a regular basis.
• Ensure compliance entering data in a timely manner and oversee that all hotline advocates do the same.
• Conduct client centered work, including advocacy, support, counseling, crisis intervention, case management, and information/referrals.
• Develop individual safety plans with hotline callers and clients.
• Coordinate emergency medical services or law enforcement services, as needed.
• Arrange transportation for hotline callers and clients.
• Build and maintain relationships with community providers and other agencies to establish referral networks for clients.
• Participate in weekly case conference meetings to ensure consistency between all residential service departments.

Skills

Bilingual (Spanish & English)

Interpersonal communication

Teamwork

Independent work

Time management

Advocacy

Trauma-informed care

Education

Bachelor's degree

Job description

A professional who works with survivors seeking and receiving emergency shelter services. The Lead Hotline Advocate will support survivors in achieving lives free of domestic violence by providing care, advocacy, and information through our 24hr hotline, in trauma-informed and client centered ways. The Lead Hotline Advocate will advocate and coordinate support for hotline callers, helping them to access resources available to them. The Lead Hotline Advocate will provide oversight into client services in shelter and on the hotline.

Qualifications:

Bachelor's degree preferred; at least two years' experience in advocacy, counseling, case management, hotline services, and/or residential services preferred. Strong preference given to bilingual candidates (Spanish & English) who meet these qualifications. Required skills include ability to work in a fast-paced environment, strong interpersonal communication skills, ability to work independently and as part of a team, ability to complete tasks in a timely manner, demonstrated ability to advocate on behalf of others and a willingness to support the agency mission. Prefer experience or demonstrated interest in women's issues, domestic violence, and residential programs.

Local travel necessary, reliable transportation required.

Primary Responsibilities:

• Shared On-Call responsibilities and oversees 24hr hotline coverage
• Provide services that are client-centered, trauma-informed and empowerment-based.
• Provide support to shelter clients individually, and in a group setting
• Ensure client confidentiality as outlined in CGS 52-146K and the Center's confidentiality policy
• Ensure program compliance with funding requirements and contracts, and PCC's policies and procedures
• Work collaboratively with PCC staff and other community service providers to address client needs, offer resources, and connect clients to resources
• Answer the Emergency Hotline and provide shift coverage as needed
• Participate and assist with team meetings
• Maintain consistent communication flow with shelter team
• Collaborate with the Shelter Manager and other Shelter Advocates on a regular basis
• Ensure compliance entering data in a timely manner and responsible for overseeing all hotline advocates do the same
• Conduct client centered work, including but not limited to:
• Provide advocacy, support, counseling, crisis intervention, case management, and information/referrals
• Develop individual safety plans with hotline callers and clients
• Coordinate emergency medical services or law enforcement services, as needed
• Arrange transportation for hotline callers and clients
• Build and maintain relationships with community providers and other agencies to establish referral networks for client
• Participate in weekly case conference meetings to ensure consistency between all residential service departments

General and Related Responsibilities:

• Assist in additional agency operations as requested.
• Actively participate in staff trainings and meetings.
• Acquire and maintain certification as a Domestic Violence Counselor.
• Represent PCC at community meetings as requested.
• Attend CCADV meetings/trainings as required.
• Assist in fundraising and community awareness activities and agency functions.
• Record and compile statistics as required.
• Perform related duties as required and/or deemed necessary.