Remote Hotline Advocate - Bilingual Weekend 2nd Shift

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

Job summary

YWCA of Western Massachusetts seeks a Llámanos Hotline Advocate to provide trauma-informed crisis support on our 24-hour line for survivors of domestic violence, sexual violence, and related issues. This role works every other weekend in a remote schedule and collaborates with a caring team.

You will conduct intake, maintain confidential records, and connect callers to resources, safety planning and referrals, while upholding confidentiality and ethical standards.

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.
• 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.
• Must be able to lift 40 lbs.

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 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 program.
• 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; and
• Perform other related duties as requested.

Skills

Bilingual Spanish/English

Trauma-informed approach

De-escalation techniques

Strong communication skills

Computer skills

Experience with survivors of violence

Knowledge of community resources

Education

Associate’s degree or equivalent preferred

1-3 years of experience in human services

Job description

YWCA of Western Massachusetts seeks a Llámanos Hotline Advocate to provide trauma-informed crisis support on our 24-hour line for survivors of domestic violence, sexual violence, and related issues. This role works every other weekend in a remote schedule and collaborates with a caring team.

You will conduct intake, maintain confidential records, and connect callers to resources, safety planning and referrals, while upholding confidentiality and ethical standards.