Hotline Specialist – On Call
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Job Description
Remote DV hotline specialist answering Fairfax County’s crisis line for Shelter House, a nonprofit preventing homelessness and domestic violence. Providing trauma-informed intervention, advocacy, safety planning, and shelter referrals.
Responsibilities:
- Answer the 24-hour domestic and sexual violence hotline for Fairfax County
- Conduct crisis screenings for callers seeking shelter entry or DV/SV/Human Trafficking/Stalking resources
- Assess callers for shelter entry eligibility and imminent danger of lethality
- Provide emotional support, trauma-informed crisis intervention, advocacy, safety planning, resources, information, and education
- Provide problem solving and appropriate community referrals
- Collaborate with community agencies to provide comprehensive services
- Coordinate with shelter staff and management to ensure smooth transitions into shelter
- Answer every hotline call during the shift
- Promptly document all calls in required systems while maintaining strict confidentiality
- Navigate and utilize digital platforms for tracking and storing information
- Submit required documentation by the end of each shift
- Adhere to agency and department policies and procedures
- Attend virtual supervision and staff meetings, ongoing training, and quarterly meetings, some of which may periodically be in person
- Communicate with the Hotline Program Manager regarding shift starts, schedule changes, and call-answering challenges
- Maintain communication with the supervisor for support during challenging calls
- Attend scheduled shifts reliably and communicate in advance about inability to cover shifts
- Remain knowledgeable about best practices and internal policies affecting shelter eligibility
- Additional administrative duties during downtime for full-time Hotline Specialists
- Perform other duties as assigned
Requirements:
- Must be a resident of NOVA (Northern Virginia)
- Reliable and stable internet connection
- Quiet workspace
- Bachelor’s degree in human services, Social Work or related Field or combination of education and experience
- 2+ years' experience working with victims of DV/SV/ or Human Trafficking
- Knowledge in counseling techniques and experience in trauma informed domestic and sexual violence
- Clear written communication
- Active listening skills
- Computer skills – including work, Excel, email and the internet
- Ability to maintain professional ethics and client confidentiality
- Strong written and oral communication skills
- Ability to prioritize competing priorities and make sound judgements
- Ability to complete tasks while navigating frequent interruptions
- Strong organizational and time management skills
- Annual TB Test is required
- Ability to sit or stand for long periods
- Ability to lift items weighing 10-20 pounds
- Preferred: Experience working with clients who have suffered trauma
- Preferred: Experience working in the fields of domestic violence and/or child abuse
- Preferred: Experience in a call center handling crisis situations
- Preferred: Familiarity with trauma-informed care, especially as it relates to individuals experiencing domestic violence
- Preferred: Experience working with diverse populations
Benefits:
- Medical, Dental & Vision Insurance
- 401K contributions with a 4% employer match
- 13 Paid Holidays
- 2 Floating Holidays
- Opportunity to take your Birthday Off
- Four Annual Employee Engagement Events
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