PRN Crisis Hotline Responder/Shelter Advocate

The Family Place•Dallas, TX

88d

About The Position

OUR MISSION The Family Place empowers survivors of family violence by providing safe housing, counseling, and skills that create independence while building community engagement and advocating for social change to stop family violence. Position Summary: Are you passionate about making a difference? When you take on this role, you have one of the most important roles at The Family Place; you are the first point of contact for our clients. You set the tone and expectations of what they can expect from us. In this role, you get to impact our clients before they arrive at the shelter and after. As a PRN Crisis Hotline Responder and Shelter Advocate, you’ll provide compassionate support to individuals seeking shelter, safety, or resources related to domestic violence. In addition to answering hotline calls, you may be called to work at any of our three Dallas-area shelters, where you’ll conduct intakes for new residents and provide support to those currently in our care. In this vital role, you’ll help ensure every survivor feels safe, heard, and supported—be the lifeline someone needs today.

Requirements

Bachelor’s degree in social work, psychology, counseling, criminal justice, and/or related human services field preferred.
Minimum one year of experience in crisis intervention and/or domestic violence hotline is required, or an equivalent combination of education, training, and experience.
Bilingual, English/ Spanish, may be required for some roles.
Valid Texas Driver’s License and a clear driving record.
Knowledge of the dynamics of domestic violence and its impact on children and individuals experiencing or witnessing abuse.
Ability to answer the telephone calmly and effectively and deal with high-stress situations.
Ability to take thorough and accurate case notes.
Ability to work as a team member with other staff members.
Ability to interact well with diverse populations.
Ability to provide appropriate interventions and referrals for each family.
Ability to maintain confidentiality of records relating to clients' treatment.
Must have emotional and physical stamina to tolerate prolonged sitting or standing to deal with a variety of stressful situations, including responses to complaints, difficult requests from programs and individuals in crisis, and internal and external interactions, to effectively work long and odd hours, while maintaining a sense of humor and composure.
Ability to perform physical tasks such as stooping, bending, reaching, and climbing to interact with children and clients.
Ability to answer multiple telephone lines and speak and listen clearly to the caller.
A limited amount of physical effort is required, associated with walking, standing, lifting, and carrying light objects (less than 25 lbs.) frequently.
Duties are usually performed seated. Sitting may be relieved by brief or occasional periods of standing or walking.

Responsibilities

Answer hotline calls from individuals seeking shelter, safety, or resources related to domestic violence.
Establish rapport and assess immediate risk to determine the caller’s safety needs.
Provide empathetic support using active listening and compassionate communication.
Assist callers in developing a personalized safety plan to promote immediate and long-term safety.
Conduct intake assessments for new residents and provide emergency placement services for individuals and their children who are victims of domestic violence.
Provide referral services to individuals calling the Safe Campus hotline and provide a safety plan when clients are not able to stay at the campus.
Assures that client records and forms are accurate and current; assists in providing statistical information as required.
Maintain appropriate professional boundaries with clients.
Assist with special events and activities when required.
Attend required staff meetings and in-service training sessions.
Assist with the training of new staff, interns, and volunteers who answer the hotline.
Assist with data entry when necessary.
Maintain departmental spreadsheets, digital hold info for incoming clients, and DV beds updates.
Maintain current professional knowledge of domestic violence and crisis theory, including assessment of danger.
Monitor the shelter front desk and assist with distributing medication, toiletries, etc.
Provide transportation for shelter clients when necessary, using agency vehicles.
Greet Family Place visitors and volunteers and assist with signing in.
Performs other duties, as assigned.