Relief_Llamamos Hotline_Intake Worker

# Relief _Llamamos Hotline _Intake Worker YWCA Company Location - Springfield, MA 01118## Overview Salary Range $20.00 - $20.00 Hourly Position Type Per Diem Job Shift Any## Description
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* Reports to:

D
** irect Care Supervisor
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* 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 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.
** Expectations of all employees
** In the performance of essential and general job responsibilities, all YWCA employees are expected to:
* 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.
** Position Purpose
** 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.
** Essential Responsibilities
*** 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.
* If multiple calls are coming in, staff are to place callers on hold to answer additional calls before placing caller on hold unless it’s a crisis call before returning to previous call or staff are to communicate with Director/Supervisor for assistance if there is a high flow of calls
* 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.
* 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
* Perform other related duties as requested.
** Qualifications
* ** Associate’s degree preferred or equivalent, or 1 - 3 years of experience in human services; (Required)
* Bilingual (Required)
* Verbal, written, and organizational skills, including strong computer skills; (Required)
* Ability to resolve conflict using de-escalation techniques and trauma informed skills…