Emergency Services Overnight Hotline Specialist

Real Escape From The Sex Trade•Seattle, WA

8d•$0 - $28•Onsite

About The Position

The Emergency Services Overnight Hotline Specialist is a member of REST’s overnight Emergency Services team, providing consistent, trauma-informed coverage of REST’s 24/7 crisis hotline during overnight hours. The role responds to calls and texts from survivors of sex trafficking and others seeking crisis support, safety planning, emergency shelter, resources, referrals, or emotional support. The specialist assesses immediate safety needs, provides crisis intervention and de-escalation, coordinates referrals, and documents hotline interactions accurately and promptly. Based within REST’s overnight shelter operations, the specialist may also support shelter staff and guests when hotline responsibilities allow. Hotline coverage remains the primary responsibility, and shelter support must not prevent responsiveness to hotline calls and texts. The specialist works closely with Emergency Services Supervisors, Crisis Support staff, and shelter staff to provide coordinated, person-centered, trauma-informed services. The position typically works 40 hours per week overnight Wednesday through Sunday; some holidays may be required, and some seasons may require more than 40 hours per week. The role is based at REST’s South Seattle office. The position is supported by grant funding expected to continue through December 31, 2026; employment beyond that date depends on future grant funding.

Requirements

At least 1 year of relevant direct-support experience in human services, shelter, crisis response, behavioral health, victim services, residential, social services, or a similar setting; relevant lived and professional experience may be considered.
Experience supporting people experiencing crisis, trauma, housing instability, interpersonal violence, exploitation, behavioral health concerns, or other significant barriers.
Ability to remain calm, compassionate, and responsive in crisis or high-stress situations.
Ability to provide emotional support, de-escalation, and basic safety planning while maintaining professional boundaries.
Sound judgment to recognize when supervisory consultation, emergency response, medical intervention, or additional crisis support is needed.
Exceptional verbal and written communication, including effective communication by phone and text with people experiencing distress.
Ability to complete timely, accurate, objective, and confidential documentation.
Ability to work independently overnight while remaining connected to and collaborative with the Emergency Services team.
Ability to prioritize competing needs and quickly shift attention when a hotline call, guest crisis, or safety concern arises.
Comfort using computers, phones, text-based communication systems, email, and web-based documentation systems.
Respect for people from diverse backgrounds and ability to provide culturally responsive, trauma-informed, survivor-centered support.
Ability and willingness to maintain confidentiality regarding survivors, shelter operations, and the confidential shelter location.
Reliable attendance and ability to consistently work the established overnight schedule, including designated weekends and holidays.
Ability to complete required REST training and demonstrate competency in hotline response, crisis intervention, safety planning, de-escalation, mandated reporting, confidentiality, shelter safety, and documentation.
Demonstrated alignment with REST’s mission, values, and Statement of Faith.
Ability and willingness to complete pre-employment screening, including a national background check and drug screening.

Nice To Haves

Previous crisis hotline or helpline experience.
Experience in an emergency shelter, residential program, or other 24-hour service environment.
Experience supporting survivors of sex trafficking, sexual exploitation, sexual violence, domestic violence, or other forms of interpersonal violence.
Knowledge of trauma-informed care, harm reduction, motivational interviewing, or survivor-centered practices.
Experience conducting safety assessments or developing individualized safety plans.
Familiarity with Seattle/King County shelter, behavioral health, substance use, medical, housing, and crisis-response resources.
Experience using Apricot or another client-management or database system.
Associate’s or bachelor’s degree in social work, psychology, human services, criminal justice, behavioral health, or a related field.

Responsibilities

Maintain active overnight coverage of hotline calls and texts and respond promptly according to established standards.
Provide trauma-informed emotional support, crisis intervention, and de-escalation to survivors and other callers experiencing crisis.
Assess immediate safety concerns and complete appropriate safety screening and asset planning.
Coordinate with Crisis Support staff to dispatch services and provide additional intervention when needed, including when a survivor is actively fleeing trafficking.
Follow emergency and crisis-response protocols and notify leadership or emergency responders when required.
Provide accurate information about REST programs, eligibility, shelter availability, and services.
Complete warm handoffs and referrals to REST programs and external community partners; support safety-bed screenings and referrals according to protocol.
Use motivational interviewing to help callers identify options and make informed decisions.
Maintain professional boundaries and confidentiality and complete required follow-up on hotline interactions.
Provide emotional support to shelter guests experiencing distress, anxiety, trauma responses, or other overnight concerns.
Assist with trauma-informed de-escalation and conflict resolution and support guests with safety planning and coping strategies.
Support shelter staff during emergencies according to REST safety and care protocols; communicate significant guest concerns to the appropriate supervisor and incoming staff.
Maintain working knowledge of REST programs, eligibility, community partners, and overnight or after-hours resources.
Document all hotline calls, texts, crisis interactions, referrals, follow-up, incident reports, and client instructions in REST’s database according to procedures, completing documentation by the end of each shift.
Follow hotline, crisis-response, shelter, and safety policies and protect caller and guest confidentiality.
Participate in required training, supervision, staff development, and team meetings.
Maintain emotional awareness and use regulation, wellness, and supervision supports when experiencing stress or vicarious trauma.