Victim Assistance Specialist (VictimConnect Resource Center)

National Center for Victims of Crime; United States; Hybrid; USD 22,000 - 34,000; Part time

Job summary

The National Center for Victims of Crime seeks a Victim Assistance Specialist (VAS) to provide confidential, trauma-informed support to crime victims via hotline, chat, and text. You will respond to calls and messages with resources, information, and referrals, representing the organization at outreach events.

This role offers hybrid or remote work based on hotline assignment, with a two-week remote onboarding and a Thursday–Saturday schedule in Eastern time.

Qualifications

• Bachelor’s degree preferred or combined relevant experience.
• Bilingual English/Spanish preferred.
• Strong English written and verbal skills.
• Ability to work remote and handle changing schedules.

Responsibilities

• Field hotline calls, chats, and text messages using trauma-informed, victim-centered protocols.
• Maintain privacy and confidentiality of victims accessing hotlines.
• Complete 2 weeks remote onboarding at hire, 40 hours weekly, EST.
• Participate in team debriefings, meetings, and planning sessions.
• Update resources and protocols as directed by Hotline Supervisors.
• Assist with maintenance of resource directories and maps.

Skills

English fluency

Bilingual English/Spanish

Communication skills

Problem-solving

Multitasking

Education

Bachelor's degree

Tools

Databases

Job description

The National Center for Victims of Crime plays a prominent role in local and national crime victim advocacy. The organization advocates for stronger rights, protections, and services for crime victims; provides education, training and evaluation, and serves as a trusted source for current information on victims’ rights. The DC Victim Hotline and the VictimConnect Resource Center are operated within the Center for Victim and Survivor Services (CVSS) program of the National Center for Victims of Crime. CVSS combines a traditional telephone-based hotline with an innovative online chat, text messaging service, and web-based information and referral service 24 hours a day/7 days a week.

Primary Purpose of Position

The primary role of a Victim Assistance Specialist (VAS) is to provide confidential strength based and trauma-informed support to crime victims and survivors by providing resources, information, and referrals. VAS are responsible for answering calls, online chats, and text messages when individuals reach out for support and assistance on both hotlines operated by CVSS. VAS represent the National Center for Victims of Crime during outreach events, as needed.

NCVC is hiring one position for VictimConnect with the following shift, all on Eastern time:

• We are hiring for the following shift: Part-time VAS Thursday, Friday, Saturday 9:00 am - 5:00 pm/9:00 am - 5:00 pm/8:00 pm - 4:00 am.

Essential Functions

• Effectively field hotline calls, text messages, and online chats on the online platform using prepared protocols and a victim-centered, trauma-informed, strength-based approach on the hotline.
• Maintain privacy and confidentiality of crime victims and survivors accessing the hotlines.
• Commit to 2 weeks of remote onboarding at hire - 40 hours each week, Monday through Friday, 9 am - 5 pm EST.
• Actively participate in group debriefing, hotline team meetings, staff meetings, and planning sessions.
• Attend regular check-in meetings with your supervisor and/or watch any recorded meetings during any downtime in your work shift.
• Update protocols and resources based on victim needs with direction from the Hotline Supervisors.
• Assist with maintenance of resource directories, including the VictimConnect Resource Map and Tribal Resource Tool.
• Create topical materials to expand the knowledge of internal staff as well as the victim services field.
• Attend outreach events to reach the community and spread awareness of our services, as needed.
• Collect and enter data required for funding.
• Provide programmatic support to the Hotline Supervisors, Hotline Leadership Team, and other NCVC staff members as needed.
• Other duties as assigned.

Non-Essential Functions

• Attends monthly hotline team meetings, periodic staff meetings and training sessions.
• Complies with proper paperwork procedures, prompt follow-up communications and departmental policies.

Qualifications & Experience

• Bachelor’s degree preferred or combined relevant experience.
• Prior social services or related experience preferred.
• Strong English written and verbal skills.
• Fluent in English and Spanish and confident in communicating both verbally and in writing, preferred.
• Access to an internet connection of 100 Mbp.
• Access to a private and quiet workspace.
• Able to speak to and support callers of various forms of victimization and backgrounds.
• Demonstrated commitment to promoting victim and survivor advocacy.
• Can be flexible, adaptable, and comfortable with a changing alternative schedule depending on the hotline needs.
• Excellent problem-solving skills while working under pressure.
• The ability to multi-task, pay attention to detail, and stay organized with many competing priorities.
• Comfortable using various forms of technology and databases simultaneously.
• The ability to research topics and train and shadow peers in a subject area.
• Demonstrates resilience through self-awareness, balance, and commitment to self-care.

Work Location

Employees are hybrid or remote based on their primary hotline assignment and designated shift. Hybrid positions require VAS to live in the DMV area and report to the office two times per month.

Internal and External Contacts

• Interfaces regularly with general employee population in person.
• Interfaces regularly with members in person and on the phone.

Physical Requirements

This is a sedentary position by nature. The employee must be able to sit for long periods of time. Must be able to use a phone and computer easily.