Bilingual Homeless/Domestic Violence Specialist

Community Crisis Services•Hyattsville, MD

1d•Remote

About The Position

The Bilingual Homeless/Domestic Violence (HDV) Specialist works with the Homeless Services Director and Lethality Assessment Program Coordinator to ensure appropriate service delivery. Our HDVs provide direction and support to Hotline Specialists for homeless and domestic violence callers. Specialists are needed to be warm, compassionate, patient, calm in crisis situations, and open to continued growth and development. Position has the potential to be performed remotely. Remote staff must reside in either the District of Columbia, Maryland or Virginia. Candidates must be able to participate in and complete mandatory orientation and training during the first 6 weeks of employment. Available shifts - (Part-time) Thursday (4 pm - 12 am); and Saturday and Sunday (8 am - 4 pm) Tuesday, Wednesday and Friday (8 am - 4 pm) and every other Sunday (8 am - 4 pm)

Requirements

Must speak, read and write Spanish and English proficiently
Successful completion of Initial Crisis Intervention Training
Completes ASIST Training
Completes Homeless and Domestic Violence Training
Must listen and communicate well, be non-judgmental, have self-initiative and work well as a team member.
Successful use of Language Line and TTD services.
High School Diploma/GED
Must have a computer/laptop, high-speed internet and a quiet workspace (For Remote Work - DC, MD, VA residents only)
Bilingual Homeless/Domestic Violence Specialists will have demonstrated written and speaking proficiency in English and Universal Spanish to facilitate clear and accurate information exchanges with callers.
Bilingual Specialists will undergo an oral proficiency interview in the tested language and designed to identify the candidate’s level of linguistic proficiency to ensure bilingual Specialists are articulate (understandable) in Spanish and English.
Proven customer support experience or experience as a client service representative
Strong phone contact handling skills and active listening
Familiarity with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication skills
Ability to multi-task, prioritize, and manage time effectively
High school diploma

Responsibilities

Homeless/Domestic Violence Hotline Duties
Has first priority to answer DV/Homeless calls in the queue
Role models all skills to ensure appropriate service to callers and clients
Works with shelters to complete placements including transportation and any other details
Understands policies about shelter placements, understands the organizational policies related to shelter and safety
Works with call center staff to ensure that homeless/domestic violence policies and procedures are followed
Reviews iCarol homeless and DV forms to ensure consistency and completeness
Ensures follow-up calls are completed
Thoroughly and accurately complete statistics sheet on each call.
Completes homeless forms, protective services forms, suicide forms, regular caller forms etc. when required.
Keeps updated by reading the communication log and other data available.
Communicates problems to supervisors when necessary, including emergencies
Abides by all hotline policies and procedures, uses Language Line as needed, has good communication skills, shows empathy to all callers/clients
Ensures that calls are directed appropriately according to agency protocols
Helps to train CCSI staff, interns and volunteers on homeless and domestic violence callers
Provides short-term crisis intervention counseling, assessment services, information, and referral to callers in a non-judgmental manner
Provides referrals and completes all paperwork including intake forms and statistics forms
Assists with training of new staff and volunteers as directed
Maintains confidentiality of callers and agency
Provide counseling, information and referrals to callers.
Attend in-services and meetings as scheduled
Does not leave the phones unattended under any circumstances (leaving the building).
Maintains workstation.
Works holidays as needed and assists in maintaining 24/7 shift coverage; hotline specialists are essential personnel and must report as essential personnel
Acknowledges receipt of the Standards for Excellence: An Ethics and Accountability Code for the Nonprofit Sector
Performs other duties as requested from time to time that are not specifically listed but are consistent with the position and skills of the incumbent and necessary for the efficient and effective operation of CCSI.