Llamanos Hotline Worker Remote_Every Weekend_2nd Shift_PT

Position: Llamanos Hotline Worker Remote_Every Other Weekend_2nd Shift_PT
Reports to:

Direct Care Supervisor

Schedule:

Every other Saturday/Sunday _ (PT)_ 3pm-11pmFLSA Status:
Non-Exempt Starting Rate: $21.00/hour

The YWCA of Western MA is dedicated to eliminating racism and empowering women. The YW provides a safe place for survivors of domestic violence and/or sexual assault. Our programs and services include crisis shelter and transitional housing for survivors and their families, counseling, SAFEPLAN court advocacy, community education, supervised visitation, and violence prevention training for youth ages of 12-18. The YWCA provides services at several sites, including Holyoke, Northampton, Westfield, and our primary Springfield campus.

Expectations of all employees

In the performance of essential and general job responsibilities, all YWCA employees are expected to:

Demonstrate commitment to the YW’s mission and principles of trauma-informed work.

Represent the YW in a professional and competent manner to participants, community members, organizational partners, and other stakeholders.

Support policies, practices, and decisions that demonstrate our shared accountability for racial equity.

Communicate openly and contribute to the development of others.

Coordinate efforts across teams, programs, and partner organizations.

Maintain professional behavior and strict confidentiality.

Position Purpose The Llámanos Hotline Advocate provides support, advocacy and crisis response on our 24-hour hotline for survivors of domestic violence, sexual violence, and human trafficking, significant others, and professionals. Hotline Workers are part of a team model working with peers, supervisors, and outside connections to best serve those calling our hotline.

Essential Responsibilities Provide trauma-informed, strengths-based telephone interventions that incorporate safety planning and assessment of immediate needs;

Answer 24-hour Llámanos Hotline Line within the first three rings, unless assisting another caller

If multiple calls are coming in, staff are to place callers on hold to answer additional calls before placing caller on hold unless it’s a crisis call before returning to previous call or staff are to communicate with Director/Supervisor for assistance if there is a high flow of calls

Provide back-up support to the YW’s new Homelessness Helpline by responding to calls, helping the caller to create a safety plan, and making referrals to the Outreach Worker or Case Manager;

Ensure bed-update system receives a login and updates/changes within the 1st hour of each shift and again as space changes;

Conducts intakes for YWCA program;

Complete hotline logs, case notes, incident reports, logs, and service tracking logs prior to the end of shift;

Maintain client records;

Attend supervision, trainings, and staff meetings;

Maintain all digital files in AWARDS (i.e., data system) and program records, in accordance with ethical and confidentiality standards;

Access the language line when needed;

Dispatch medical advocates following protocol;

Review and update Yammer throughout your shift;

Obtain knowledge of/contacts with community agencies; and Perform other related duties as requested.

Qualifications Associate’s degree or equivalent preferred, or 1 - 3 years of experience in human services;

Bilingual – Spanish/English required;

Verbal, written, and organizational skills, including strong computer skills;

Ability to resolve conflict using de-escalation techniques and trauma informed skills;

Prior experience working with survivors of violence and/or those who have perpetrated violence in an intimate partner relationship;

Experience and knowledge of child development and impact of domestic violence on children;

Experience with survivors of gender-based violence and exploitation;

Experience addressing the…