Llamanos Hotline Worker Remote_Every Other Weekend_3rd Shift_PT

YWCA OF WESTERN MA; Springfield (MA); Remote; USD 24,000 - 34,000; Full time

Job summary

The Llámanos Hotline Advocate at YWCA of Western Massachusetts provides crisis response, advocacy, and trauma-informed support on our 24-hour hotline for survivors of domestic and sexual violence, human trafficking, and professionals. This role operates within a team, coordinating with supervisors and community partners to ensure safety and service delivery.

Responsibilities include immediate risk assessment, safety planning, documentation, and referrals to Outreach Workers or Case Managers.

Qualifications

• Associate’s degree or equivalent preferred, or 1 - 3 years of experience in human services;

Responsibilities

• Provide trauma-informed, strengths-based telephone interventions that include safety planning and assessment of immediate needs.
• Answer 24-hour Llámanos Hotline within the first three rings.
• Provide back-up support to the Homelessness Helpline and make referrals.
• Maintain client records and logs; complete hotline logs and incident reports.
• Attend supervision, trainings, and staff meetings; maintain digital program records.
• Access the language line when needed; dispatch medical advocates per protocol.

Skills

Bilingual Spanish/English

Education

Associate’s degree or equivalent

Tools

AWARDS data system

Job description

Reports to: Direct Care SupervisorSchedule: Every other Saturday/Sunday _ (PT)_ 11pm-7amFLSA Status: Non-ExemptStarting Rate: $21.00/hourThe YWCA of Western MA is dedicated to eliminating racism and empowering women. The YW provides a safe place for survivors of domestic violence and/or sexual assault. Our programs and services include crisis shelter and transitional housing for survivors and their families, counseling, SAFEPLAN court advocacy, community education, supervised visitation, and violence prevention training for youth ages of 12-18. The YWCA provides services at several sites, including Holyoke, Northampton, Westfield, and our primary Springfield campus.Expectations of all employeesIn the performance of essential and general job responsibilities, all YWCA employees are expected to:Demonstrate commitment to the YW’s mission and principles of trauma-informed work.Represent the YW in a professional and competent manner to participants, community members, organizational partners, and other stakeholders.Support policies, practices, and decisions that demonstrate our shared accountability for racial equity.Communicate openly and contribute to the development of others.Coordinate efforts across teams, programs, and partner organizations.Maintain professional behavior and strict confidentiality.Position PurposeThe Llámanos Hotline Advocate provides support, advocacy and crisis response on our 24-hour hotline for survivors of domestic violence, sexual violence, and human trafficking, significant others, and professionals. Hotline Workers are part of a team model working with peers, supervisors, and outside connections to best serve those calling our hotline.Essential ResponsibilitiesProvide trauma-informed, strengths-based telephone interventions that incorporate safety planning and assessment of immediate needs;Answer 24-hour Llámanos Hotline Line within the first three rings, unless assisting another callerIf multiple calls are coming in, staff are to place callers on hold to answer additional calls before placing caller on hold unless it’s a crisis call before returning to previous call or staff are to communicate with Director/Supervisor for assistance if there is a high flow of callsProvide back-up support to the YW’s new Homelessness Helpline by responding to calls, helping the caller to create a safety plan, and making referrals to the Outreach Worker or Case Manager;Ensure bed-update system receives a login and updates/changes within the 1st hour of each shift and again as space changes;Conducts intakes for YWCA program;Complete hotline logs, case notes, incident reports, logs, and service tracking logs prior to the end of shift;Maintain client records;Attend supervision, trainings, and staff meetings;Maintain all digital files in AWARDS (i.e., data system) and program records, in accordance with ethical and confidentiality standards;Access the language line when needed;Dispatch medical advocates following protocol;Review and update Yammer throughout your shift;Obtain knowledge of/contacts with community agencies; andPerform other related duties as requested.QualificationsAssociate’s degree or equivalent preferred, or 1 - 3 years of experience in human services;Bilingual – Spanish/English required;Verbal, written, and organizational skills, including strong computer skills;Ability to resolve conflict using de-escalation techniques and trauma informed skills;Prior experience working with survivors of violence and/or those who have perpetrated violence in an intimate partner relationship;Experience and knowledge of child development and impact of domestic violence on children;Experience with survivors of gender-based violence and exploitation;Experience addressing the impacts of decisions and actions on communities;Understanding of both interpersonal and structural racism and bias;Ability to represent agency in all settings;Experience with and knowledge of accessing resources within the community;Must be able to be covered by the agency's insurance policy; andMust be able to lift 40 lbs.EEO STATEMENTIt is the policy of YWCA of Western Massachusetts to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or maternity, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the YWCA will provide reasonable accommodations for qualified individuals with disabilities.DISCLAIMERThe above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.AT-WILL EMPLOYMENTThe YWCA is an “at-will” equal opportunity employer. While the YWCA will continue to operate with care regarding employment decisions, the YWCA and its employees may terminate the employment relationship at any time and for any reason, with or without cause, and without advance notice. Exceptions include select, non-exempt positions covered under the Collective Bargaining Agreement (CBA). This position is covered under the CBA (union) and is subject to union dues.CRIMINAL BACKGROUND CHECKSThe YWCA, in our effort to provide safety to those we serve, and to protect our agency, performs criminal offender record information (CORI) checks on all prospective employees. Final offers of employment are contingent upon receipt of an acceptable CORI report as solely determined by the YWCA.INTRODUCTORY PERIODAll employment at the YWCA begins with a 150-day Introductory Period.Reports to: Direct Care SupervisorSchedule: Varies (Full time, 37.5 hours/week Monday—Friday, 7am-3pm, 3pm-11pm, 11pm-7am / Every other Saturday/Sunday _ (PT)_7am-3pm, 3pm-11pm, 11pm-7am)FLSA Status: Non-ExemptStarting Rate: $21.00/hourThe YWCA of Western MA is dedicated to eliminating racism and empowering women. The YW provides a safe place for survivors of domestic violence and/or sexual assault. Our programs and services include crisis shelter and transitional housing for survivors and their families, counseling, SAFEPLAN court advocacy, community education, supervised visitation, and violence prevention training for youth ages of 12-18. The YWCA provides services at several sites, including Holyoke, Northampton, Westfield, and our primary Springfield campus.Expectations of all employeesIn the performance of essential and general job responsibilities, all YWCA employees are expected to:Demonstrate commitment to the YW’s mission and principles of trauma-informed work.Represent the YW in a professional and competent manner to participants, community members, organizational partners, and other stakeholders.Support policies, practices, and decisions that demonstrate our shared accountability for racial equity.Communicate openly and contribute to the development of others.Coordinate efforts across teams, programs, and partner organizations.Maintain professional behavior and strict confidentiality.Position PurposeThe Llámanos Hotline Advocate provides support, advocacy and crisis response on our 24-hour hotline for survivors of domestic violence, sexual violence, and human trafficking, significant others, and professionals. Hotline Workers are part of a team model working with peers, supervisors, and outside connections to best serve those calling our hotline.Essential ResponsibilitiesProvide trauma-informed, strengths-based telephone interventions that incorporate safety planning and assessment of immediate needs;Answer 24-hour Llámanos Hotline Line within the first three rings, unless assisting another callerIf multiple calls are coming in, staff are to place callers on hold to answer additional calls before placing caller on hold unless it’s a crisis call before returning to previous call or staff are to communicate with Director/Supervisor for assistance if there is a high flow of callsProvide back-up support to the YW’s new Homelessness Helpline by responding to calls, helping the caller to create a safety plan, and making referrals to the Outreach Worker or Case Manager;Ensure bed-update system receives a login and updates/changes within the 1st hour of each shift and again as space changes;Conducts intakes for YWCA program;Complete hotline logs, case notes, incident reports, logs, and service tracking logs prior to the end of shift;Maintain client records;Attend supervision, trainings, and staff meetings;Maintain all digital files in AWARDS (i.e., data system) and program records, in accordance with ethical and confidentiality standards;Access the language line when needed;Dispatch medical advocates following protocol;Review and update Yammer throughout your shift;Obtain knowledge of/contacts with community agencies; andPerform other related duties as requested.QualificationsAssociate’s degree or equivalent preferred, or 1 - 3 years of experience in human services;Bilingual – Spanish/English required;Verbal, written, and organizational skills, including strong computer skills;Ability to resolve conflict using de-escalation techniques and trauma informed skills;Prior experience working with survivors of violence and/or those who have perpetrated violence in an intimate partner relationship;Experience and knowledge of child development and impact of domestic violence on children;Experience with survivors of gender-based violence and exploitation;Experience addressing the impacts of decisions and actions on communities;Understanding of both interpersonal and structural racism and bias;Ability to represent agency in all settings;Experience with and knowledge of accessing resources within the community;Must be able to be covered by the agency's insurance policy; andMust be able to lift 40 lbs.EEO STATEMENTIt is the policy of YWCA of Western Massachusetts to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or maternity, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the YWCA will provide reasonable accommodations for qualified individuals with disabilities.DISCLAIMERThe above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.AT-WILL EMPLOYMENTThe YWCA is an “at-will” equal opportunity employer. While the YWCA will continue to operate with care regarding employment decisions, the YWCA and its employees may terminate the employment relationship at any time and for any reason, with or without cause, and without advance notice. Exceptions include select, non-exempt positions covered under the Collective Bargaining Agreement (CBA). This position is covered under the CBA (union) and is subject to union dues.CRIMINAL BACKGROUND CHECKSThe YWCA, in our effort to provide safety to those we serve, and to protect our agency, performs criminal offender record information (CORI) checks on all prospective employees. Final offers of employment are contingent upon receipt of an acceptable CORI report as solely determined by the YWCA.INTRODUCTORY PERIODAll employment at the YWCA begins with a 150-day Introductory Period.