Remote Bilingual Hotline Advocate (Night/Weekend)

Ywworks; Springfield (MA); Remote; USD 24,000 - 34,000; Part time

Job summary

The YWCA of Western Massachusetts seeks a part-time Llámanos Hotline Advocate to deliver trauma-informed crisis support by phone to survivors of domestic and sexual violence. You will work on a 24-hour hotline with a team of peers and supervisors, documenting calls and coordinating with case managers as needed.

Responsibilities include safety planning, intake, and referrals to Outreach Workers. Bilingual Spanish/English is required, and the role supports multiple sites including Springfield.

Qualifications

• Associate’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.
• Experience with survivors of violence and/or those who have perpetrated violence in an intimate partner relationship.

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.
• Provide back-up support to the Homelessness Helpline by responding to calls and making referrals.
• Maintain client records and complete hotline logs, case notes, and incident reports.
• Attend supervision, trainings, and staff meetings and maintain digital files in AWARDS.

Skills

Bilingual Spanish/English

Education

Associate degree or equivalent

Job description

The YWCA of Western Massachusetts seeks a part-time Llámanos Hotline Advocate to deliver trauma-informed crisis support by phone to survivors of domestic and sexual violence. You will work on a 24-hour hotline with a team of peers and supervisors, documenting calls and coordinating with case managers as needed.

Responsibilities include safety planning, intake, and referrals to Outreach Workers. Bilingual Spanish/English is required, and the role supports multiple sites including Springfield.