Llamanos Hotline Worker_Every Weekend_pm_; PT

Llamanos Hotline  Other
-3pm_(PT)

Part Time Springfield, MA, US

4 days ago Requisition

Salary Range: $19.00 to $19.00 Hourly

Reports to: Director of Community Support Programs

Schedule: Every other Saturday/Sunday 7am-3pm (PT)

FLSA Status: Non-Exempt

Starting Rate: $19.00/hour

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

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

• Demonstrate commitment to the YWCA’s mission and principles of trauma‑informed work.
• Represent the YWCA in a professional and competent manner to participants, community members, organizational partners and other stakeholders.
• Reflect on and interrupt assumptions, personal and systemic biases and sources of power when interacting or communicating with colleagues, clients and external partners.
• Support policies, practices and decisions that demonstrate our shared accountability for racial equity.
• Foster a positive working environment.
• Coordinate efforts across teams, programs and partner organizations.
• Maintain professional behavior and strict confidentiality.

The Llamanos 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.

• Provide trauma‑informed, strengths‑based telephone interventions that incorporate safety planning and assessment of immediate needs.
• Answer 24‑hour Llamanos Hotline Line within the first 3 rings.
• 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.
• Conduct shelter and community‑based counseling intakes.
• Complete hotline logs, case notes, incident reports, logs and service‑tracking logs prior to the end of shift.
• Complete overnight checklists.
• Maintain client records.
• Attend supervision, trainings and staff meetings.
• Assist with staffing shelter during crisis situations or in times where support is needed.
• Perform other related duties as requested.

• Associate’s degree plus 1-3 years of experience in human services.
• Spanish language proficiency required.
• Excellent verbal, written and organizational skills, including computer skills.
• Ability to resolve conflict in appropriate ways.
• 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 impacts of decisions and actions on communities.
• Understanding of both interpersonal and structural racism and bias.
• Ability to represent agency from a management perspective in an active union environment.
• Must have knowledge of or contacts with community agencies.
• Experience with and knowledge of accessing resources within the community.
• Must be able to be covered by the agency's insurance policy.
• Must be able to lift 40 lbs.

It is the policy of YWCA of Western Massachusetts to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender…