Relief Intake Worker

Relief Intake Worker

Springfield, MA, US

Reports to: Hotline Direct Care Supervisor

Schedule: Per Diem (Minimum of 3 shifts per month)

FLSA Status: Non-Exempt

Starting Rate: $20.00 /hour

The YWCA of Western MA is dedicated to eliminating racism and empowering survivors. The YWCA 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.

• 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.
• Foster a positive working environment.
• Communicate openly and contribute to the development of others.
• Coordinate efforts across teams, programs, and partner organizations.
• Maintain professional behavior and strict confidentiality.

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.

• 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;
• 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 1 st hour of each shift and again as space changes;
• Conducts intakes for YWCA programs;
• 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.

• Associate’s degree or equivalent preferred, or 1‑3 years of experience in human services;
• 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 impacts of decisions and actions on communities;
• Understanding of both interpersonal and structural racism and bias;
• Ability to represent agency in all settings;
• Experience with and knowledge of accessing resources within the community;
• Must be able to be covered by the agency's insurance policy; and
• 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 identity and/or expression, genetic information, marital status, pregnancy or maternity, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

In addition, the YWCA will provide reasonable accommodations for qualified individuals with disabilities.