Helpline Coordinator

Volunteers of America - Greater New York, Inc.•New York, NY

13d

About The Position

The Helpline Coordinator oversees the day-to-day operations of VOA-GNY’s crisis hotline serving survivors of Domestic Violence, Human Trafficking, Crime Victimization, and Rape/Sexual Assault. The coordinator ensures high-quality, trauma-informed, survivor-centered crisis response while supervising hotline staff and volunteers and maintaining compliance with funder and VOA-GNY standards. This role involves providing direct crisis intervention, conducting safety and risk assessments, coordinating shelter placements, and ensuring accurate documentation in digital case management systems. The Helpline Coordinator also develops community outreach strategies, analyzes usage data, prepares reports, and strengthens relationships with internal and external partners.

Requirements

Associate's degree or 60 college credits courses in Human Services field, or High School Diploma or GED with 2 years of relevant shelter experience.
Experience working with crime victims, survivors of DV/HT, or crisis response preferred.
Experience with or interest in ongoing clinical supervision.
Crisis intervention experience, including telephonic assessment.
Strong organizational skills and ability to multitask using multiple technologies simultaneously.
Ability to remain calm in high-stress situations and engage callers using empathetic, trauma-informed communication.
Strong writing skills and ability to document quickly and accurately in digital systems.
Ability to work independently and collaboratively in a fast-paced environment.

Nice To Haves

Bachelor’s degree in Social Work, or a related field is preferred.
Candidates with related experience with domestic violence preferred.

Responsibilities

Monitor day-to-day crisis hotline operations and ensure adherence to protocols.
Track hotline activity, analyze usage data, and prepare reports for leadership and funders.
Promote hotline services through community outreach, media, printed materials, and forums.
Develop and maintain relationships with NYC service providers, community groups, and partner agencies.
Serve as frontline crisis responder for hotline calls, including TDD communication with callers who are hearing impaired.
Conduct thorough safety and lethality assessments for callers and their children.
Provide crisis intervention and coordinate emergency responses as needed.
Complete shelter assessments and advocate for DV/SA and HT survivors seeking placement.
Provide information, referrals, and advocacy aligned with survivor needs.
Ensure documentation is accurate, timely, and meets funder and agency requirements.
Participate in reflective clinical supervision and ongoing training on victimization, trauma, and crisis response.
Maintain strong working relationships with all VOA-GNY DV programs and community partners.