Relief_Llamamos Hotline_Intake Worker

Ywworks; Springfield, Northern (MA, KY); Hybrid; USD 23,000 - 32,000; Part time

Job summary

The YWCA of Western Massachusetts is seeking a Per Diem Llámanos Hotline Intake Worker to join the 24-hour hotline team in Springfield. This role provides trauma-informed, confidential support to survivors of domestic violence, sexual violence, and human trafficking, and conducts intakes and safety planning.

You will respond to calls within three rings, document case notes, maintain files in AWARDS, and coordinate with outreach and case management.

Qualifications

• Bilingual required.
• Trauma-informed care and de-escalation skills preferred.
• Associate degree or equivalent experience in human services preferred.
• Strong written and verbal communication and organizational skills.
• Familiarity with data systems and confidentiality standards.

Responsibilities

• Provide trauma-informed telephone interventions on the 24-hour Llámanos Hotline.
• Answer hotline calls within the first three rings.
• Complete hotline logs, case notes, incident reports, and service tracking logs.
• Maintain client records and AWARDS for program records.
• Attend supervision, trainings, and staff meetings.
• Provide back-up support to the Homelessness Helpline and coordinate referrals.
• Perform other related duties as requested.

Skills

Bilingual

De-escalation

Trauma-informed

Communication

Organizational skills

Computer skills

Education

Associate’s degree preferred

1-3 years in human services

Tools

AWARDS data system

Yammer

Language line

Job description

# Relief\\_Llamamos Hotline\\_Intake WorkerYWCA Company Location - Springfield, MA 01118## OverviewSalary Range$20.00 - $20.00 HourlyPosition TypePer DiemJob ShiftAny## Description**Reports to: D**irect Care Supervisor**Schedule:** Per Diem (Minimum of 3 shifts per month)**FLSA Status:** Non-Exempt**Starting Rate:** $20.00/hourThe 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.**Expectations of all employees**In 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.* Foster a positive working environment.* Communicate openly and contribute to the development of others.* Coordinate efforts across teams, programs, and partner organizations.* Maintain professional behavior and strict confidentiality.**Position Purpose**The 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 Responsibilities*** Provide 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 caller.* If 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 calls* 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 preferred or equivalent, or 1 - 3 years of experience in human services; (Required)* Bilingual (Required)* Verbal, written, and organizational skills, including strong computer skills; (Required)* Ability to resolve conflict using de-escalation techniques and trauma informed skills (Required)* Prior experience working with survivors of violence and/or those who have perpetrated violence in an intimate partner relationship (Preferred)* Experience and knowledge of child development and impact of domestic violence on children (Preferred)* Experience with survivors of gender-based violence and exploitation; (Preferred)* Experience addressing the impacts of decisions and actions on communities; (Preferred)* Understanding of both interpersonal and structural racism and bias; (Required)* Ability to represent agency in all settings.* Experience with and knowledge of accessing resources within the community; (Preferred)* Must be able to be covered by the agency's insurance policy; and* Must be able to lift 40 lbs.**EEO STATEMENT**It 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.**DISCLAIMER**The 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 EMPLOYMENT**The 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.**CRIMINAL BACKGROUND CHECKS**The 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 PERIOD**All employment at the YWCA begins with a 150-day Introductory Period.