Per Diem Trauma Hotline Advocate - Bilingual

YWCA of Western Massachusetts; Springfield (MA); On-site; USD 23,000 - 32,000; Part time

Job summary

The YWCA of Western Massachusetts is seeking a Relief Intake Worker at our Springfield campus. The role provides 24-hour crisis line support, safety planning, and crisis intervention for survivors of violence and trafficking.

Per diem shifts require a minimum of 3 shifts per month and strong bilingual communication in Spanish. Responsibilities include documenting interactions, coordinating referrals, and maintaining confidential records in AWARDS and other systems.

Qualifications

• Associate's degree or equivalent preferred, or 1-3 years in human services.
• Spanish bilingual proficiency required.
• Strong verbal and written communication and organizational skills.
• Ability to use de-escalation and trauma-informed approaches.
• Experience with survivors of violence and understanding of community resources.

Responsibilities

• Provide trauma-informed telephone interventions with safety planning.
• Answer the 24-hour Ll¿manos Hotline promptly.
• Back-up support to the Homelessness Helpline and referrals as needed.
• Update bed-login system and shift logs within required timelines.
• Complete intake, logs, and maintain client records.

Skills

Trauma-informed

De-escalation

Crisis intervention

Spanish bilingual

Communication skills

Organizational skills

Computer skills

Conflict resolution

Team collaboration

Advocacy

Education

Associate's degree or equivalent

Tools

AWARDS data system

Yammer

Job description

The YWCA of Western Massachusetts is seeking a Relief Intake Worker at our Springfield campus. The role provides 24-hour crisis line support, safety planning, and crisis intervention for survivors of violence and trafficking.

Per diem shifts require a minimum of 3 shifts per month and strong bilingual communication in Spanish. Responsibilities include documenting interactions, coordinating referrals, and maintaining confidential records in AWARDS and other systems.