Hotline Counselor 2/4 Sat & Sun 11am-7pm
About The Position
The Hotline Counselor serves as a first point of contact for survivors of domestic violence seeking shelter, safety, or resources. The role provides compassionate crisis support, assesses immediate risk, develops personalized safety plans, conducts intake assessments, arranges emergency shelter placement, and offers referrals when shelter is unavailable or unsuitable. The counselor maintains accurate client records, supports shelter residents, helps train staff and volunteers, and uses active listening and trauma-informed communication to provide empathetic, nonjudgmental support. The position may also support shelter or receptionist operations, including monitoring the shelter front desk, distributing supplies or medication, transporting 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.
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 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 handle 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 families.
- Ability to maintain confidentiality of client treatment records.
- Emotional and physical stamina to handle stressful situations, long and odd hours, and interactions with people in crisis 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 under 25 pounds frequently.
Nice To Haves
- Bachelor’s degree in social work, psychology, counseling, criminal justice, or a related human services field preferred.
- Bilingual English/Spanish may be required for some roles.
Responsibilities
- Answer hotline calls from people seeking shelter, safety, or domestic-violence-related resources.
- Establish rapport with callers, assess immediate risk, and identify safety needs.
- Provide empathetic support through active listening and compassionate communication.
- Help callers develop personalized safety plans for immediate and longer-term safety.
- Conduct intake assessments for new shelter residents and arrange emergency placement for survivors and their children.
- Provide referrals to callers to the Safe Campus hotline and develop 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 with clients.
- Assist with special events and activities when required.
- Attend required staff meetings and in-service training sessions.
- Help train 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, such as 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
- Health, dental, and vision insurance (benefits listed apply to full-time employees).
- Short-term and long-term disability insurance (benefits listed apply to full-time employees).
- Multiple life, AD&D, and hospitalization insurance options (benefits listed apply to full-time employees).
- Retirement options through a 403(b), agency matching, and HSA accounts (benefits listed apply to full-time employees).
- Generous paid time off and holidays (benefits listed apply to full-time employees).
- Professional development opportunities (benefits listed apply to full-time employees).
- Time-and-a-half pay for essential employees working when other operations are closed due to inclement weather.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
