Hotline Counselor PT 6p-11p M-F

The Family Place • Dallas, TX

9d • $18 - $27 • Onsite

About The Position

The Hotline Counselor is a key first point of contact for survivors of family violence seeking help. The counselor responds to hotline calls, builds rapport with people in crisis, assesses immediate safety risks, and provides compassionate, trauma-informed support. The role includes helping callers create personalized safety plans, conducting intake assessments for new shelter residents, arranging emergency placement for families fleeing violence, and providing referrals and safety planning when shelter is unavailable or unsuitable.

The counselor maintains accurate client records and departmental information, supports current shelter residents during the shift, and assists with training new staff, interns, and volunteers who answer the hotline. The position may also support shelter or reception operations, including monitoring the front desk, distributing supplies or medication, greeting visitors, and transporting shelter clients in agency vehicles. The role is part-time, scheduled Monday through Friday from 6 p.m. to 11 p.m., with evening/weekend shift designation. It is based at Sally’s House Emergency Shelter in Dallas, Texas, and is designated as essential personnel.

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 their effects on children and people experiencing or witnessing abuse.
• Ability to answer the telephone 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 effectively 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 manage stressful situations and long or irregular hours while maintaining composure.
• Ability to perform tasks involving stooping, bending, reaching, and climbing, and to walk, stand, lift, and carry light objects weighing less than 25 pounds frequently.
• 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 is preferred.
• Bilingual English/Spanish ability may be required for some roles.

Responsibilities

• Answer hotline calls from people seeking shelter, safety, or domestic-violence-related 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 and arrange emergency placement for survivors and their children.
• Provide referrals to Safe Campus hotline callers 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 client confidentiality.
• Assist with special events and activities, staff meetings, and in-service training.
• 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 knowledge of domestic violence, crisis theory, and danger assessment.
• Support other areas as needed, including monitoring the shelter front desk, distributing medication and toiletries, greeting and signing in visitors and volunteers, and transporting shelter clients in agency vehicles.
• Perform other duties as assigned.
• Report for scheduled hours during inclement weather, holidays, or facility closures unless leadership directs otherwise.

Benefits

• Health, dental, and vision insurance
• Short-term and long-term disability insurance
• Life, AD&D, and hospitalization insurance options
• Retirement options through a 403(b), agency matching, and HSA accounts
• Paid time off and holidays
• Professional development opportunities
• Time-and-a-half pay for essential employees who work when other operations are closed due to inclement weather

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level