Relief Intake Worker

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

Relief Intake Worker Springfield, MA, US Requisition ID: 2040 Salary

Range: $20.00 To $20.00 Hourly Reports to: Hotline Direct Care

Supervisor Schedule: Per Diem (Minimum of 3 shifts per month) FLSA

Status: Non-Exempt The YWCA of Western MA is dedicated to eliminating racism and empowering survivors. The YW provides a safe place for survivors of domestic violence, sexual assault, and human trafficking.

Our programs and services include crisis shelter and transitional housing for survivors and their families, counseling, SAFEPLAN court advocacy, community education, supervised visitation, and vocational training for youth. The YWCA provides services at several sites, including Holyoke, Northampton, Westfield, and our primary Springfield campus.

Position Purpose The Ll?manos 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 Responsibilities Provide

• trauma-informed, strengths-based telephone interventions that incorporate safety planning and assessment of immediate needs.
• Answer 24-hour Ll?manos Hotline Line within the first three rings, unless assisting another caller.
• Provide 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 programs.
• 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.
• Perform other related duties as requested.

Qualifications

• Associate's degree or equivalent preferred, or 1 - 3 years of experience in human services;
• Spanish Bilingual;
• 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;
• and Must be able to lift 40 lbs.