Hotline Case Manager

OUR MISSION:
To prevent domestic violence and champion survivor safety, justice, healing, and hope.

OUR VALUES:
Inclusion, Respect, Integrity, Excellence, Collaboration

The Hotline Case Manager is a key member of the Willow Domestic Violence Center team, providing direct support,advocacy, case management, and crisis intervention services to survivors of domestic violence and intimate partner violence. This position requires a compassionate, trauma-informed professional who is skilled in working with individuals and families experiencing crisis, safety concerns, and complex life circumstances.

The Hotline Case Manager utilizes best practices in advocacy, active listening, safety planning, resource coordination,and survivor-centered support to promote empowerment, safety, and access to services. This role requires strong cultural awareness, sensitivity, sound judgment, and the ability to respond effectively in high-stress situations while maintaining professionalism, confidentiality, and respect.

The successful candidate demonstrates empathy, resilience, strong communication skills, and the ability to build trusting relationships with survivors from diverse backgrounds. This position requires the ability to remain grounded, solution focused, and supportive while navigating challenging conversations and providing meaningful assistance to those impacted by domestic violence.

• CRISIS INTERVENTION, ADVOCACY, & SURVIVOR SUPPORT Provides immediate crisis intervention, emotional support, advocacy, information, referrals, and individualized safety planning to survivors of domestic violence through telephone, text, webchat, and other communication platforms.
• Provides supportive listening and advocacy while empowering survivors to identify options, make informed decisions, and access resources.
• Utilizes trauma-informed, survivor-centered, and solution-focused approaches to support individuals experiencing crisis, safety concerns, and barriers to accessing services.
• Conducts shelter screenings, assesses eligibility and needs, and coordinates emergency shelter placement andwaitlist processes in accordance with program procedures.
• Connects survivors to Willow programs and services, including counseling, support groups, court advocacy,housing supports, and other agency resources.
• Provides warm referrals and resource coordination with community agencies to address survivor needs, including housing, legal, medical, financial, and social service supports.
• Maintains knowledge of domestic violence dynamics, community resources, and best practices to provide accurate and effective advocacy.

• Develops, reviews, and updates individualized safety plans based on survivor needs, risk assessment, and changing circumstances.
• Complete and maintain accurate, timely, and confidential client documentation in accordance with agency policy, regulatory & licensing standards, funding requirements, and professional ethical guidelines.
• Submit all internal agency documentation, incident reports, referrals, and related paperwork to the appropriate departments in a timely manner.
• Utilize agency electronic database to complete timely and accurate documentation of all services provided toclients and their families.

• Supports onboarding and development of new Hotline Advocates through shadowing, mentoring, and sharing program knowledge as assigned.
• Supports shelter operations through cross-coverage, ensuring continuity of care, operational efficiency, and adherence to agency policies and procedures.
• Participates in team meetings, trainings, supervision, and quality improvement activities to strengthen hotlineservices.
• Maintains…