Relief advocate

Casa Myrna; Boston (MA); Remote; USD 125,000 - 150,000; Full time

Job summary

Casa Myrna is seeking a SafeLink Relief Advocate to assist hotline callers, providing crisis intervention and connecting them to resources for safety. This remote role requires excellent communication skills, a commitment to social justice, and experience working with survivors of domestic violence.

Qualifications

• One year experience in community or social service organization.
• Demonstrated non-judgmental communication techniques.
• Experience working with survivors of domestic/dating violence and marginalized communities.

Responsibilities

• Assist hotline callers with crisis intervention and safety assessments.
• Provide shelter availability information and connect callers to resources.
• Log calls and attend team meetings for quality service.

Skills

Crisis intervention

Communication

Problem-solving

Good computer skills

Interpersonal skills

Job description

Casa Myrna is Greater Boston’s foremost provider of solutions to end domestic and dating violence. The agency operates three residential programs in Boston for survivors and children made homeless by domestic violence and commercial sexual exploitation, a comprehensive range of advocacy and supportive services, and SafeLink, Massachusetts’ statewide 24/7 toll-free domestic violence hotline. Casa Myrna believes that every relationship should be safe and healthy and works to end domestic and dating violence through education, awareness and prevention.

SafeLink is Massachusetts’ statewide domestic violence hotline. SafeLink is toll free, available 24/7, anonymous and confidential, and multilingual. SafeLink Advocates provide immediate crisis intervention through risk assessment and safety planning, supportive listening, direct connection to local domestic violence organizations and shelters, and referrals to in- state and out-of-state resources. Advocates also provide information about domestic violence to survivors, their friends and family, professionals, and the general public.

The SafeLink Relief Advocate answers hotline calls, assisting survivors and other hotline callers. SafeLink Advocates report to the SafeLink Manager and SafeLink Coordinator. This role is currently remote and requires reliable internet connection and access to a space suitable to hold confidential hotline calls.

Principal Duties and Responsibilities

• Ascertains callers’ needs and provides crisis intervention by conducting safety assessments and safety planning, supportive listening, providing callers with information on and about domestic violence and its dynamics, and connecting callers to all appropriate resources.
• Accesses the online Bed Update to provide up-to-date shelter availability information for all callers seeking emergency shelter or safe home placement.
• Utilizes all resources to provide every caller with options for a safe place to stay for at least one night (after which they connect to local resources for longer-term safety planning).
• Facilitates access to community and residential services by directly linking callers to those services state and nation-wide.
• Exhibits positive teamwork by collaborating with SafeLink staff on difficult calls, answering hotline calls when colleagues are busy or engaged in other work, and demonstrates behavior that is open to feedback and suggestions.
• Keeps abreast of domestic violence services and resources in order to deliver high quality service to callers. This includes attending monthly staff meetings, trainings and individual supervision meetings.
• Logs every call into SafeLink’s database to ensure accurate and complete collection of data.
• Exhibits excellent customer service skills when interacting with callers, staff, and external stakeholders. This includes remaining professional, empathetic and courteous.
• Adheres to Casa Myrna’s and SafeLink’s policies and procedures while performing day-to-day activities to ensure successful operation within the program and agency.
• Participates in team and agency meetings.
• Develops own professional development plan and attends trainings, meetings, and conferences within Casa Myrna and in the community.
• Other related duties as assigned by supervisor and agency.

Qualifications and Requirements

• Committed to Casa Myrna’s values and mission of ending domestic and dating violence and commercial exploitation and promoting social justice and social change.
• One year experience working in a community organization or social service organization doing crisis intervention, counseling, advocacy, or hotline work
• Demonstrated ability to utilize appropriate, non-judgmental communication techniques when advocate in a collaborative style with diverse ethnic, cultural, linguistic, and socio-economic groups, as well as diversity based on ability/disability, sexual orientation and religion.
• Internet access and ability to work remotely.
• Good computer skills and ability to troubleshoot technical issues as need.
• Demonstrated experience working with survivors of domestic/dating violence, trauma and abuse, and with marginalized communities, particularly communities of color.
• Strong preference for candidates who identify as a member of a marginalized community as Casa Myrna works to be an inclusive and equitable organization.
• Familiarity with community agencies and resources, particularly those serving youth, homeless and/or low-income populations in MA.
• Ability to prioritize and coordinate work at multiple sites; ability to work independently and in a team.
• Excellent interpersonal, communication, crisis management, organizational, and problem-solving skills.
• Promote an atmosphere of respect and cooperation; maintain confidentiality regarding program participants.
• Always maintains professional boundaries.
• Ability to work a flexible schedule, including evenings and/or weekends as needed.
• Strong preference for candidates who identify as a member of a marginalized community as Casa Myrna works to be an inclusive and equitable organization.
• Bilingual preferred.

Available shifts: 8-20 hours/week depending on availability and the program’s staffing needs. Coverage is primarily needed for overnight shifts, specifically:

• Monday through Sunday, 10pm to 6am

In addition to overnight coverage, relief advocates may be asked to assist with shifts outside of the overnight schedule, particularly during:

• Holidays
• Staff time off
• Emergency coverage needs

Given the nature of the role, schedule flexibility is essential. We are looking for individuals who are dependable, responsive to last minute needs, and willing to adapt to changing schedules in support of the team and program.

Casa Myrna is an equal opportunity employer committed to workforce diversity and hiring people with diverse life experiences. Survivors, people who are bilingual/bicultural, persons of color, people with disabilities, and LGBTQIA+ people are strongly encouraged to apply.

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. If reasonable accommodations are needed during recruitment process, email [e-mail].