Emergency Services Overnight Hotline Specialist

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Full Time Seattle, WA, US

4 days ago Requisition

Emergency Services Overnight Hotline Specialist

REST exists to expand pathways to freedom, safety and hope in order to end sex trafficking. REST offers programs that are centered on the strengths, needs and individual choices of each survivor we serve. We offer a continuum of care that includes outreach, a 24/7 hotline, community advocates, economic empowerment, emergency shelter, residential program, and housing services. We are inspired by our faith as a Christian organization, are dedicated to serving people of all faith backgrounds, and do not require faith engagement.

Our culture is influenced by our values of belonging, honor, trustworthiness, and tenacity.

All applicants for positions at REST are considered for employment without attention to race, color, sex, sexual orientation, gender identity, national origin, veteran or disability status. As a Christian organization, this position works in harmony with the organization’s statement of faith and support the spiritual health of the organization.

Important Information:
This role is supported by grant funding that is expected to continue through December 31, 2026. While there may be opportunities for funding renewal or extension, employment beyond that date is dependent on the availability of future grant funding.

ROLE SUMMARY

The Emergency Services Overnight Hotline Specialist is a central member of REST's overnight Emergency Services team and is responsible for providing consistent, trauma-informed coverage of REST's 24/7 crisis hotline during overnight hours.

The primary responsibility of this position is to respond to hotline calls and texts from survivors of sex trafficking and individuals seeking crisis support, safety planning, emergency shelter, resources, referrals, or emotional support. The Emergency Services Overnight Hotline Specialist assesses immediate safety needs, provides crisis intervention and de-escalation, coordinates appropriate internal and external referrals, and ensures hotline interactions are documented accurately and promptly.

Because this position is based within REST's overnight shelter operations, the Emergency Services Overnight Hotline Specialist also serves as an important support to the shelter during overnight hours. When hotline responsibilities allow, this position may assist shelter staff with guest emotional support, crisis intervention, de-escalation, safety needs, and other appropriate guest support.

Hotline coverage remains the primary responsibility of this position. Shelter support responsibilities should not prevent the employee from remaining available and responsive to hotline calls and texts.

The Emergency Services Overnight Hotline Specialist works closely with Emergency Services Supervisors, Crisis Support staff, and shelter staff to ensure survivors receive coordinated, person-centered, trauma-informed, and responsive services throughout the overnight hours.

The Emergency Services Overnight Hotline Specialist responds and provides oversight for the Hotline on weekdays, and occasionally on weekends and holidays.

• Experienced crisis hotline de-escalation, answer and follow up with hotline providing crisis intervention, safety planning, resource referrals and emotional support.
• Maintain active coverage for the hotline calls and text throughout the assigned overnight shifts.
• Respond promptly to all hotline calls and texts according to established hotline response standards.
• Provide trauma-informed emotional support, crisis intervention, and de-escalation to survivors experiencing crisis.
• Assess immediate safety concerns and complete appropriate safety screening and asset planning.
• Work closely with the Crisis Support team to dispatch services for crisis as needed
• Follow established emergency and crisis response protocols and notify appropriate leadership or emergency responders when required
• Provide accurate and up to date information regarding REST programs, eligibility, shelter availability and services.
• Complete warm handoffs by referring callers to appropriate internal REST programs and external community partners and services.
• Utilize motivational interviewing when assisting callers in identifying options and making informed…