POSITION SUMMARY: The Hotline Advocate responds to incoming calls made to the Transitions Family Violence Services 24/7 crisis hotline with compassion and trauma informed advocacy. The Hotline Advocate will provide an array of support to callers; including crisis intervention, community or agency referrals, general information, safety planning, and/or program services. Hotline Advocates have interactions and dealings with survivors, community partners, and various law enforcement agencies. Hotline Advocates provide an array of assistance to the Survivor Advocate(s), and survivors residing in the emergency shelter program. During the evening and overnight shifts, the Hotline Advocates are primarily the only staff present.
Hotline Advocates work on a team to ensure that hotline services are responsive, confidential, trauma-informed, survivor-centered, culturally humble, accessible, and aligned with agency policies, funder requirements, and best-practice standards for domestic violence and crisis response services. This role requires skills such as problem solving, data entry, and effective communication.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The responsibilities below are representative of the work required. Transitions may assign additional duties as needed to support agency operations, survivor safety, grant compliance, and continuity of services. Shifts worked may determine other duties to be assigned.
1. Crisis Hotline and Survivor Support
· Respond to calls made to the 24/7 crisis hotline, including calls, texts, chats, and other approved crisis-response communication platforms.
· Provide immediate crisis intervention, emotional support, active listening, safety planning, de-escalation, advocacy, information, and referrals to survivors, community members, service providers, and other callers.
· Respond to needs related to domestic violence, intimate partner violence, sexual violence, human trafficking, stalking, homelessness, and/or other related safety concerns within the scope of agency services.
· Assess immediate safety concerns, lethality indicators, barriers to safety, emergency needs, and available support while honoring survivor autonomy, confidentiality, dignity, and informed choice.
· Provide information and referrals related to emergency shelter, court advocacy, counseling, housing support, transportation, financial assistance, protection orders, legal/community resources, and other survivor-centered services.
· Maintain strict confidentiality and comply with all agency, ethical, legal, grant, and best-practice requirements regarding survivor information and service records.
2. Shelter Intake, Screening, and Admissions Coordination
· Conduct trauma-informed shelter screenings, eligibility reviews, and intake assessments for individuals and families seeking emergency shelter services.
· Coordinate shelter admissions, orientation support, safety planning, basic-needs response, and warm handoffs to shelter, housing, counseling, advocacy, and other internal programs.
· Clearly explain shelter guidelines, confidentiality expectations, safety protocols, grievance procedures, available services, and resident rights in a respectful and supportive manner.
· Prepare and maintain accurate intake documentation in accordance with agency standards, funder requirements, confidentiality protocols, and data-quality expectations.
3. Emergency Shelter and Cross-Program Support
· Support emergency shelter operations by assisting residents and staff with crisis intervention, conflict resolution, safety planning, referrals, and basic-needs support for resident in the emergency shelter, as appropriate.
· Collaborate with Survivor Advocates, Housing staff, Counseling, Court Advocacy, and other program staff to ensure continuity of care and timely internal referrals.
· Monitor shared shelter spaces when assigned to help maintain a safe, clean, empowering, non-institutional, and trauma-informed environment.
· Respond appropriately to emergencies, conflicts, safety concerns, and critical incidents in accordance with agency protocol.
4. Documentation, Data Quality, Training, and Quality Assurance
· Ensure hotline contacts, shelter screenings, intakes, referrals, services, and follow-up activities are documented accurately and timely in approved systems, including VAdata, iCarol, and/or other agency-designated platforms.
· Review documentation for accuracy, completeness, confidentiality, timeliness, and compliance with agency and grant requirements.
· Maintain current knowledge of domestic violence dynamics, coercive control, trauma-informed advocacy, crisis intervention, safety planning, community resources, confidentiality, and best-practice standards.
MINIMUM QUALIFICATIONS
· High School Diploma required; Bachelor’s degree in Social Work, Human Services, Psychology, Criminal Justice, Public Health, Nonprofit Management, or a related field preferred; equivalent directly related experience may be considered in accordance with agency needs and grant requirements.
· Minimum of two years of relevant experience in crisis intervention, domestic violence services, human services, social justice, shelter operations, advocacy, case management, hotline services, or a closely related field preferred when degree requirement is not met.
· Demonstrated knowledge of trauma-informed care, survivor-centered advocacy, domestic violence dynamics, crisis intervention, safety planning, confidentiality, and culturally responsive service delivery.
· Familiarity with community resources in Hampton, Newport News, Poquoson, York County, and the greater Peninsula region preferred.
· Valid driver’s license, acceptable driving record, and ability to meet agency background check requirements, including criminal records and CPS checks.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
· Ability to provide calm, compassionate, and effective crisis response in high-stress, high-risk, and emotionally complex situations.
· Strong understanding of confidentiality, survivor autonomy, mandated reporting, professional ethics, trauma exposure, vicarious trauma, and boundaries in advocacy settings.
· Ability to lead with professionalism, emotional maturity, sound judgment, accountability, and respect for supervisory structure.
· Ability to work respectfully with survivors, staff, volunteers, community partners, and professionals from diverse backgrounds, cultures, identities, and lived experiences.
· Excellent written and verbal communication skills, including the ability to document clearly, communicate concerns appropriately, and represent the agency with professionalism.
· Strong organizational skills, attention to detail, follow-through, time management, and ability to balance urgent crisis needs with administrative responsibilities.
· Ability to use Microsoft Word, Excel, PowerPoint, Outlook, Teams/Zoom, case management/data systems, and standard office equipment.
· Ability to maintain cooperative working relationships, receive feedback, participate in supervision, and support a healthy team culture.
PERFORMANCE EXPECTATIONS AND EVALUATION
· Maintain hotline shifts assigned, documentation quality, survivor-centered response, confidentiality, and timely escalation of concerns.
· Meet established program expectations, key performance indicators, documentation standards, training requirements, and grant-related deliverables as assigned.
· Participate in monthly one-on-one supervision, coaching, performance development, and corrective action processes if needed.
· Employees are evaluated on an informal six-month basis and through an annual formal evaluation. Continued employment is subject to satisfactory performance, available funding, agency needs, and compliance with agency policies.
WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS
· Work is performed in an office, shelter, crisis-response, and community-based human services environment and may involve exposure to crisis situations, trauma disclosures, urgent safety needs, and emotionally distressing information.
· Ability to sit, stand, walk, use a computer and telephone, communicate clearly, read and prepare documentation, and occasionally lift or move light materials typically associated with office or shelter operations.
· May require flexible scheduling, emergency response support, and early evening, weekend, holiday, or on-call coverage based on agency needs.
EQUAL EMPLOYMENT OPPORTUNITY AND STATEMENT OF COMMITMENT
Transitions Family Violence Services is committed to providing trauma-informed, survivor-centered services that promote safety, empowerment, dignity, healing, and hope. Transitions is an equal opportunity employer and encourages applicants with diverse backgrounds, professional experiences, and lived experiences to apply. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.
Job Type: Part-time
Pay: From $16.00 per hour
Education:
License/Certification:
- Driver's License (Required)
Work Location: In person
