Hotline Counselor PT 6p-11p M-F (53011)

The Family Place•Dallas, TX

About The Position

The Hotline Counselor serves as a first point of contact for survivors of domestic violence seeking help. The role provides crisis support, assesses immediate safety risks, and helps callers develop personalized safety plans. The counselor conducts intake assessments for shelter residents, coordinates emergency placement for families fleeing violence, and provides referrals and safety planning when shelter is unavailable or unsuitable. The position also supports current residents, maintains accurate client records and departmental information, helps train staff, interns, and volunteers, and uses active listening and trauma-informed communication to provide compassionate, nonjudgmental support. The counselor may also assist with shelter or reception duties, including monitoring the shelter front desk, distributing supplies or medication, transporting clients in agency vehicles, and greeting visitors.

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.
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 manage 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 each family.
Ability to maintain confidentiality of client treatment records.
Emotional and physical stamina to manage stressful situations, long and unusual hours, and interactions with people in crisis while maintaining composure.
Ability to perform physical tasks including stooping, bending, reaching, climbing, walking, standing, lifting, and carrying light objects under 25 pounds.
Ability to answer multiple telephone lines and speak and listen clearly.

Nice To Haves

Bachelor’s degree in social work, psychology, counseling, criminal justice, or a related human services field.
Bilingual English/Spanish skills may be required for some roles.

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 for new residents and arrange emergency placement for people and their children fleeing domestic violence.
Provide referrals to people contacting 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.
Assist with special events, activities, 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 and crisis theory, including danger assessment.
When needed, support other areas such as the shelter or receptionist area, monitor the shelter front desk, distribute medication and toiletries, transport shelter clients in agency vehicles, and greet and sign in visitors and volunteers.
Perform other duties as assigned.