Bilingual Hotline & Crisis Intervention Services Coordinator

HOUSTON AREA WOMENS CENTER • Houston, TX

1d • Hybrid

About The Position

The Bilingual Hotline & Crisis Intervention Services Coordinator provides supervision and leadership to daytime and evening Hotline, Chat Services, and Hospital Accompaniment teams. The position oversees program operations, including monitoring and managing the hotline call center telephone system and call distribution, and assists with ongoing and complex client cases while overseeing client service delivery. Services include crisis intervention and emotional support for survivors of domestic and sexual violence.

The schedule is Monday and Tuesday from 8 p.m. to 7 a.m. and Saturday and Sunday from 8 a.m. to 5 p.m. The role follows a hybrid work model and involves up to 25% local travel. Annual compensation is $50,000, paid semi-monthly.

Requirements

• Bachelor’s degree in psychology, social work, sociology, criminal justice, business communications, or another social science.
• Fluency in reading, speaking, and writing in both English and Spanish.
• At least one year of experience working with people in crisis or working as a counselor.
• At least one year of experience leading a team with direct reports.
• Intermediate proficiency with Microsoft Office, Teams, SharePoint, and internal database programs.
• Computer savvy and able to learn new systems and applications quickly.
• Superior writing abilities and attention to detail.
• Service-oriented attitude, strong work ethic, and growth mindset.
• Sound and consistent critical-thinking skills.
• Strong emotional intelligence and judgment, with the ability to manage resources, competing priorities, and departmental responsibilities effectively.
• Excellent verbal and business communication and presentation skills.
• Interpersonal skills and willingness to work with people from diverse ethnic, socioeconomic, and religious backgrounds.
• Ability to think strategically and work collaboratively.
• Ability to work productively with others in a dynamic, fast-paced, deadline-oriented environment.

Nice To Haves

• Experience working within a crisis hotline setting is strongly preferred.

Responsibilities

• Evaluate and oversee daytime, evening, overnight, and weekend domestic violence and rape crisis hotline, live chat, and hospital accompaniment operations.
• Monitor and manage hotline call distribution to reduce wait times and improve accessibility for callers.
• Provide crisis intervention and emotional support to survivors of domestic violence and sexual assault through 24-hour crisis hotlines and hospital accompaniment programs.
• Conduct danger assessments and safety planning as needed.
• Coordinate shelter placement within the organization’s shelter and other area shelters.
• Case-manage Hotline, Chat, and Hospital Accompaniment clients who need complex services over multiple shifts, as needed.
• Communicate with organizational programs and departments to facilitate and coordinate client services.
• Manage technical functions of the hotline call center, including phone systems, databases, phones, technology, and equipment.
• Identify call center workflow opportunities and make recommendations to program managers and the director.
• Provide administrative support to the program director, maintain accurate client records, and ensure program deadlines are met.
• Periodically review and audit client records and work with the program director to maintain compliance with grant performance targets and reporting requirements.
• Provide on-the-job training and coaching to new staff members.
• Conduct bi-weekly meetings with evening staff.
• Serve as an on-call supervisor as needed.
• Make Child Protective Services and Adult Protective Services reports when required, including reporting suspected and prior abuse or neglect when appropriate.
• Perform other duties or projects as assigned.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Vacation leave of 15–30 days annually for full-time employees, based on relevant professional experience
• Sick leave of 112 hours annually for full-time employees
• Eleven observed agency holidays, with holiday pay for eligible employees regularly scheduled to work on the holiday
• 401(k) retirement plan with a 125% employer match on employee contributions up to 4% of annual earnings for eligible full-time employees after one year of service

What This Job Offers

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