Hotline Counselor

Dallas, TX 75235

Salary Range: $20.00 Hourly Position Type:
Part Time

Job Shift:
Any Education Level:
Not Specified

Travel Percentage :
Negligible Category:
Nonprofit - Social Services Description

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.

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 Crisis Hotline Responder, you’ll provide compassionate support to callers who are seeking shelter, safety, or resources related to domestic violence. Your role will also include conducting intakes for new shelter residents and supporting current residents during your shift. Join us in our mission to empower and protect victims of domestic violence, be the lifeline someone needs today!

• 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.

We work as a team at The Family Place, and sometimes you may be asked to support another area of the business, such as the shelter or receptionist area. Examples:

• 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.

• 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…