Hotline Specialist

NYC Anti-Violence Project•New York, NY

5d•Hybrid

About The Position

The New York City Anti-Violence Project (AVP) is hiring a full-time Hotline Specialist for its Client Services Department. The position supports the Supervising Manager of Hotline Program in ensuring that LGBTQ and HIV-affected survivors of violence can access affirming, inclusive, trauma-informed, and anti-oppressive safety, support, and services. The Hotline Specialist staffs AVP’s English/Spanish hotline, responds to callers, conducts need-based screenings and assessments, connects callers with AVP services, and refers them to vetted community resources. The position also supports hotline operations, coordinates and trains volunteer hotline counselors, provides backup coverage, and offers short-term advocacy. The role may include supervision of volunteers. The position is based at AVP’s Lower Manhattan office and uses a hybrid arrangement combining remote and in-person work. Regular hours are primarily daytime: 10 a.m.–6 p.m. Monday through Thursday and 10 a.m.–2 p.m. Friday. The role also requires availability for on-call consultation and crisis escalation outside standard hours, and rotational overnight and/or weekend shifts supporting AVP’s 24-hour hotline and training. These shifts are scheduled in advance as much as possible. The role involves potential exposure to secondary trauma, callers in acute distress, and crisis situations; AVP provides supervision. This is a full-time, non-exempt hourly position with a $60,000 base salary. Employees who use more than one language at work are eligible for a $1,500 salary enhancement. Benefits include insurance, retirement contributions, an employer-provided HRA after 90 days, paid time off, holidays, and family leave.

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.
Capacity to set effective boundaries.
Ability to honor confidentiality.
Attention to detail 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 sit or remain stationary for extended periods, work at a computer screen and use standard office equipment for a shift, read and produce written materials, communicate verbally by phone and in person, and perform accurate data entry.
Availability for on-call consultation and crisis escalation outside standard hours, including rotational overnight and/or weekend shifts.

Nice To Haves

Fluency in Spanish in addition to English; strongly encouraged.
Experience or interest in supervising volunteers.

Responsibilities

Staff AVP’s English/Spanish hotline and respond to community members who contact it.
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 in expanding hotline hours to include evenings and weekends.
Complete need-based screenings and relevant assessments with callers, connect them with 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 as part of 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 and for rotational overnight and/or weekend shifts.