Hotline Specialist

NYC Anti-Violence Project•New York, NY

6d•Hybrid

About The Position

The Hotline Specialist is part of the Client Services Department at the New York City Anti-Violence Project (AVP). The role supports the Supervising Manager of Hotline Program in ensuring LGBTQ and HIV-affected survivors of violence can access affirming, inclusive, trauma-informed, and anti-oppressive safety, support, and services. The Specialist staffs AVP’s English/Spanish hotline, responds to callers and messages, conducts need-based screenings and assessments, and connects callers with AVP services or vetted community resources. Spanish fluency in addition to English is strongly encouraged. The position also supports hotline operations, volunteer coordination and training, and short-term advocacy. It may include supervision of volunteers and requires participation in a department-wide after-hours coverage rotation. The role is based in AVP’s Lower Manhattan office and follows a hybrid in-person and remote arrangement. Standard hours are primarily daytime, with overnight and/or weekend shifts, on-call consultation, and crisis escalation coverage required on a rotational basis. The full-time, non-exempt hourly position offers a $60,000 base salary, with a $1,500 salary enhancement for applicants who use more than one language at work.

Requirements

Experience working with LGBTQ and HIV-affected people, communities, and survivors of violence.
Experience providing crisis intervention and support.
Strong administrative and organizational skills.
Comfort and confidence working in a multidisciplinary direct-service and crisis-management setting.
Ability to set effective boundaries.
Ability to honor confidentiality.
Detail-oriented approach and readiness to engage in trauma-informed anti-violence work with queer, trans, and HIV-affected communities.
Commitment to ending violence within and against LGBTQ and HIV-affected people and communities.
Ability to meet the stated physical requirements, including remaining stationary for extended periods, using a computer and standard office equipment, reading and producing written materials, communicating by phone and in person, and performing accurate data entry.

Nice To Haves

Fluency in Spanish in addition to English.

Responsibilities

Staff AVP’s English/Spanish hotline and respond to community members contacting the hotline.
Return callers’ voicemails and messages, providing resources, referrals, and intake screenings as needed.
Assist the Supervising Manager of Hotline Program and Director of Client Services with expanding hotline hours to include evenings and weekends.
Complete need-based screenings and relevant assessments with callers, connect them to appropriate AVP services, or refer them to vetted community resources.
Support day-to-day hotline operations, including scheduling staff and volunteer hotline shifts, supporting daily case conference meetings, and maintaining hotline documents and procedures.
Coordinate volunteer hotline counselors.
Support the Manager of Hotline Programs in facilitating three hotline volunteer training cohorts each year.
Provide backup services to volunteer hotline counselors through a department-wide after-hours hotline coverage rotation.
Provide short-term advocacy services to community members in need.
Be available for on-call consultation and crisis escalation outside standard hours, including rotational overnight and/or weekend shifts.