Hotline Responder

The Retreat•Town of Islip, NY

1d•Hybrid

About The Position

The Hotline Responder provides immediate, confidential, and trauma-informed support to individuals impacted by domestic violence and/or sexual assault and human trafficking. This role involves active listening, emotional support, crisis intervention, a deep understanding of the dynamics of domestic violence, safety planning, and referrals to appropriate agency services and vital community resources.

Requirements

Must have a valid driver's license.
Survivor-centered and empowerment-based mindset.
Ability to work both independently and collaboratively.
Cultural humility and experience working with diverse populations.
Strong emotional resilience and self-care practices.
Proficiency in using computers, Google/Microsoft/Zoom, cloud-based phone systems, and electronic documentation systems.

Nice To Haves

High school diploma or equivalent (Bachelor's degree in Social Work, Psychology, or related field preferred).
Bilingual (English/Spanish) skills are strongly preferred.
Experience in crisis intervention, counseling, social services, or related fields strongly preferred.
Excellent communication skills and the ability to remain calm under pressure.
Commitment to trauma-informed and culturally sensitive care.
Ability to maintain agency/survivor confidentiality and demonstrate sound judgment.

Responsibilities

Respond to incoming hotline calls, walk-ins, and agency webchats to conduct client triage screenings for victims/survivors of domestic violence and/or sexual assault and human trafficking.
Provide empathetic, trauma-informed support and active listening to victims/survivors of domestic violence and/or sexual assault and human trafficking.
Offer clear instruction and eligibility criteria for agency services including shelter, counseling, legal advocacy, financial empowerment, case management, as well as other supportive services, and linkages to vital community resources.
Ensure immediate safety of callers and assist with safety planning unique to each individual's situation.
Uphold survivor confidentiality and comply with all relevant legal and ethical standards.
Complete accurate and timely documentation of all hotline interactions in accordance with organizational policies & procedures.
Maintain communication with other internal programs for those seeking or receiving services.
Daily monitoring of agency email and prompt response to staff and/or clients, especially in time-sensitive or emergency situations.
Collaborate with law enforcement, emergency services, shelters, and healthcare providers as needed.
Process waivers for survivors of domestic violence referred through the Department of Social Services as needed.
Daily monitoring of the hotline voicemail box, prompt follow up with callers, and accurate documentation in accordance with organizational policies & procedures.
Maintain related statistics and reports for hotline calls as needed.
Attend required training sessions and participate in ongoing professional development.
Support hotline operations during high-volume periods or emergency situations.
Provide hotline training to new staff and volunteers.
Additional duties as assigned.