Hotline Specialist Full Time (Mon-Fri, 9am-5pm)

Shelter House

7d•$22•Remote

About The Position

The Domestic Violence (DV) Hotline Specialist is a remote position covering Fairfax County’s 24-hour domestic and sexual violence hotline through Shelter House. The specialist answers crisis calls, assesses callers for shelter-entry eligibility, and provides resources, information, safety planning, trauma-informed crisis intervention, advocacy, and support whether or not callers enter shelter. The role requires empathetic listening and attention to indicators of imminent danger or lethality related to domestic violence. The specialist collaborates with community resources and referrals and coordinates with shelter staff and management to support smooth transitions into shelter. Full-time Monday–Friday specialists may also take on administrative duties during downtime. The role includes virtual supervision and staff meetings, ongoing training, and quarterly meetings that may periodically be in person. The fixed schedule is Monday through Friday, 9 a.m. to 5 p.m.; shift times cannot be changed or accommodated.

Requirements

Must be a resident of Northern Virginia (NOVA).
Reliable and stable internet connection.
Quiet workspace.
Bachelor’s degree in human services, social work, or a related field, or a combination of education and experience.
At least 2 years of experience working with victims of domestic violence, sexual violence, or human trafficking.
Knowledge of counseling techniques and experience with trauma-informed domestic and sexual violence services.
Clear written communication and strong written and oral communication skills.
Active listening skills.
Computer skills, including Word, Excel, email, and internet use.
Ability to maintain professional ethics and client confidentiality.
Ability to prioritize competing priorities and make sound judgments.
Ability to complete tasks while navigating frequent interruptions.
Strong organizational and time-management skills.
Must complete an annual TB test.
Ability to sit or stand for long periods and lift items weighing 10–20 pounds.

Nice To Haves

Experience working with clients who have suffered trauma, preferably in domestic violence and/or child abuse services.
Experience handling crisis situations in a call center.
Familiarity with trauma-informed care, especially as it relates to individuals experiencing domestic violence.
Experience working with diverse populations.

Responsibilities

Conduct phone crisis screenings for people seeking entry to Fairfax County’s domestic violence shelter and callers seeking domestic violence, sexual violence, human trafficking, or stalking resources.
Provide supportive listening, trauma-informed crisis intervention, emotional support, advocacy, safety planning, problem-solving, and education.
Provide resources and appropriate community referrals, collaborating with other agencies where appropriate.
Answer every hotline call received during the shift.
Promptly document calls in required systems, gather and record required information, maintain strict confidentiality, and submit required documentation by the end of the shift.
Use digital platforms to track and store information.
Maintain a quiet, private workspace and reliable internet connection for professional calls.
Follow agency and department policies and procedures and remain knowledgeable about relevant best practices and processes affecting shelter eligibility.
Attend virtual supervision and staff meetings, ongoing training, and quarterly meetings, which may periodically be in person.
Communicate with the Hotline Program Manager about shift starts, schedule changes, and challenges answering calls.
Maintain communication with the supervisor and seek guidance or support during challenging calls when needed.
Arrive for shifts on time and communicate in advance if unable to cover an agreed-upon shift.
Exemplify Shelter House’s core values of Inclusivity, Collaboration, Accountability, Respect, and Empowerment.
Complete additional administrative duties during downtime and other duties as assigned.