Phone Advocate (Day Shift) — Remote

The National Domestic Violence Hotline•Atlanta, GA

just now•$21•Remote

About The Position

As an Advocate, you will be at the heart of our mission, responding to incoming calls from survivors, supporters, service providers, and the public. You’ll provide anonymous and confidential services, including: Offering compassionate emotional support to those in crisis. Sharing vital information and resources to empower callers. Exploring options to enhance safety and restore power to those affected by abuse. Connecting individuals with the tools and referrals they need to build lives free from violence. This position is work-from-home; however, only candidates residing in the Atlanta metro area will be considered for this role. Shift: This role requires working 10:45 a.m. – 7:15 p.m. ET. Advocates are scheduled either Sunday–Thursday or Tuesday–Saturday. During the interview process, you’ll have the opportunity to select the schedule that works best for you.

Requirements

High school diploma or equivalent required.
At least one year of continuous professional experience in customer service, social services, call center environments, or related roles.
Strong computer skills required, including proficiency with Microsoft Windows, Office 365, and Zoom Meetings.
Working knowledge of intimate partner violence and healthy relationships.
Demonstrated ability to respond with empathy and compassion to victims in crisis situations.
Excellent verbal and written communication skills
Team-oriented, respectful, and approachable to contribute toward building strong working relationships.
This position is based in Atlanta, GA and is performed from a home office.
Must have a dedicated, secure workspace that is free from distractions, with sufficient surface area to accommodate a monitor, laptop, keyboard, and mouse for proper equipment setup and maintenance.
The workspace should ensure minimal to no background noise, maintaining a professional and confidential environment., separate from home-life responsibilities, such as childcare, roommate interactions, pet care, etc.
Must maintain a stable internet connection with at least 10 MBPS download and 2 MBPS upload speeds.
Must maintain standards of confidentiality related to agency information.
Prolonged sitting or standing using keyboard, phone, and computer

Nice To Haves

Bilingual in English and Spanish

Responsibilities

Provide advocacy services on The Hotline’s Crisis Intervention Model, including safety assessment, education, and referrals to contacts as appropriate.
Utilize critical thinking and strategic questioning skills to assess and appropriately respond to contacts.
Consistently and accurately collect and record required caller information into the database system.
Actively maintain a basic understanding of the dynamics of intimate partner violence and healthy relationships.
Respond with compassion and awareness to people of various backgrounds.
Communicate with integrity with all members of The Hotline staff and contacts.
Utilize resilience strategies to deal with stressful situations, and to navigate contact crisis situations.
Comply with The Hotline’s confidentiality policy and respect the confidentiality of all.
Attend required meetings and training, including, but not limited to, team meetings and all staff meetings.
Adhere to the assigned schedule, which requires availability during inclement weather and assigned holidays to ensure 24/7 hotline coverage.
Be accountable and dependable, as it pertains to at-home work responsibilities, and in-person activities as needed.

Benefits

100% employer-paid medical plan option
Dental and vision insurance plans
Health Savings Account (HSA)
Flexible Spending Accounts (FSA) for medical and dependent care
Employer-paid short-term and long-term disability insurance
Employer-paid life and accidental death & dismemberment (AD&D) insurance ($50,000 coverage)
Aflac supplemental insurance plans
401(k) retirement plan with employer match
10 days of paid vacation in your first year (increases with tenure)
14 floating holidays per year
Paid sick leave and paid parental leave
Modern Health, a mental health platform that provides confidential, on-demand support for your mental well-being through individual and group sessions, mediations and other wellness tools.
Access to Employee Assistance Program (EAP)
Nectar Rewards, a peer-to-peer employee recognition and rewards platform that helps teams celebrate wins, reinforce company values, and boost engagement.
Employee referral program