Bilingual Hotline Counselor- Spanish 3p-11p M-F

The Family Place • Dallas, TX

4d • $0 - $20 • Onsite

About The Position

The Bilingual Hotline Counselor is a key first point of contact for survivors of domestic violence seeking help. The role provides compassionate crisis support, assesses immediate safety risks, and helps callers develop personalized safety plans. The counselor conducts intake assessments for new shelter residents, provides emergency placement services, and offers referrals and safety planning when shelter is unavailable or inappropriate. The position also supports current shelter residents, maintains accurate records and departmental information, assists with training staff and volunteers, and uses active listening and trauma-informed communication to help survivors take steps toward safety and healing.

The role 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. Employees designated as essential personnel must report for scheduled hours during inclement weather, holidays, or facility closures unless leadership explicitly says otherwise. Essential employees working when operations are closed due to inclement weather receive time-and-a-half pay, subject to the agency 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.
• Ability to answer telephone calls calmly and effectively and handle high-stress situations.
• Ability to take thorough and accurate case notes.
• Ability to work as a team member.
• Ability to interact well with diverse populations.
• Ability to provide appropriate interventions and referrals for each family.
• Ability to maintain confidentiality of records relating to client treatment.
• Emotional and physical stamina to manage stressful situations, prolonged sitting or standing, and long or odd hours while maintaining composure.
• Ability to stoop, bend, reach, and climb to interact with children and clients.
• 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.
• Bilingual English/Spanish may be required for some roles.

Nice To Haves

• Bachelor’s degree in social work, psychology, counseling, criminal justice, or a related human services field (preferred).
• Knowledge of the dynamics of domestic violence and its impact on children and individuals experiencing or witnessing abuse.

Responsibilities

• Answer hotline calls from people seeking shelter, safety, or domestic violence resources.
• 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 provide emergency placement services for survivors and their children.
• Provide referrals to people calling the Safe Campus hotline and safety plans when clients cannot stay on campus.
• Keep client records and forms accurate and current, and provide statistical information as required.
• Maintain professional boundaries and confidentiality.
• 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.
• Perform 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 of the organization as needed, including shelter or receptionist duties.
• Monitor the shelter front desk and assist with distributing medication, toiletries, and other items.
• Transport shelter clients when necessary using agency vehicles.
• Greet visitors and volunteers and assist with sign-in.
• Perform other duties as assigned.

Benefits

• Health insurance
• Dental insurance
• 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 operations are closed due to inclement weather

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level