Bilingual Hotline Counselor- Spanish 1/3/5 7-3pm (Sat & Sun)

The Family Place • Dallas, TX

6d • $0 - $20 • Onsite

About The Position

The Bilingual Hotline Counselor is a first point of contact for survivors of domestic violence seeking shelter, safety, or resources. The role provides compassionate crisis support, assesses immediate risk, and helps callers develop personalized safety plans. Responsibilities also include conducting intake assessments for new shelter residents, arranging emergency placements, and providing referrals and safety planning when shelter is unavailable or inappropriate. The counselor maintains accurate client records, supports residents during the shift, assists with training staff and volunteers, and uses active listening and trauma-informed communication to provide empathetic, nonjudgmental support.

The position may also support other areas of The Family Place, including monitoring the shelter front desk, distributing supplies or medication, transporting shelter clients in agency vehicles, and greeting and signing in visitors and volunteers. The role is designated essential: employees must report for scheduled hours during inclement weather, holidays, or facility closures unless leadership says otherwise. Essential employees working when other operations are closed due to inclement weather receive time-and-a-half pay, subject to the organization’s policy.

Requirements

• At least one year of experience in crisis intervention and/or a domestic violence hotline, or an equivalent combination of education, training, and experience.
• Valid Texas Driver’s License and a clear driving record.
• Knowledge of domestic violence dynamics and its impact on children and people experiencing or witnessing abuse.
• Ability to answer telephone calls calmly and effectively and manage high-stress situations.
• Ability to take thorough and accurate case notes.
• Ability to work as a team member and interact well with diverse populations.
• Ability to provide appropriate interventions and referrals for each family.
• Ability to maintain confidentiality of client treatment records.
• Emotional and physical stamina to handle stressful situations and long or odd hours while maintaining composure.
• Ability to perform physical tasks including stooping, bending, reaching, and climbing.
• Ability to answer multiple telephone lines and speak and listen clearly.
• Ability to walk, stand, lift, and carry light objects weighing less than 25 pounds frequently.

Nice To Haves

• Bachelor’s degree in social work, psychology, counseling, criminal justice, or a related human services field.
• Bilingual English/Spanish skills may be required for some roles.

Responsibilities

• Answer hotline calls from individuals seeking shelter, safety, or resources related to domestic violence.
• Establish rapport with callers and assess immediate risk and safety needs.
• Provide empathetic support through active listening and compassionate communication.
• Help callers develop personalized safety plans for immediate and long-term safety.
• Conduct intake assessments and arrange emergency placement for survivors and their children.
• Provide referrals and safety planning to Safe Campus hotline callers when campus placement is not possible.
• Keep client records and forms accurate and current, and provide statistical information as required.
• Maintain professional boundaries and confidentiality with clients.
• Assist with special events and activities when required.
• Attend required staff meetings and in-service training.
• Assist with training new staff, interns, and volunteers who answer the hotline.
• Assist with data entry and maintain departmental spreadsheets, digital hold information for incoming clients, and domestic violence bed updates.
• Maintain current professional knowledge of domestic violence, crisis theory, and danger assessment.
• Support other areas as needed, including monitoring the shelter front desk, distributing medication and toiletries, transporting shelter clients in agency vehicles, and greeting and signing in visitors and volunteers.
• Perform other duties as assigned.

Benefits

• Competitive salary.
• Health, dental, and vision insurance.
• Short-term and long-term disability insurance.
• Multiple life, AD&D, and hospitalization insurance options.
• Retirement options through a 403(b), agency matching, and HSA accounts.
• Generous paid time off and holidays.
• Professional development opportunities.
• Time-and-a-half pay for essential employees working when other operations are closed due to inclement weather, subject to policy.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed