POSITION: Helpline Advocate
FLSA STATUS: Non-Exempt, Hourly
STARTING PAY: $16.50/hour
GENERAL DESCRIPTION
The Hotline Advocate provides crisis intervention, emotional support, counseling, safety planning, shelter screening, information, and resource referrals to survivors of domestic violence, sexual assault, stalking, and related crimes through Another Way, Inc.’s 24/7 crisis helpline. Helpline services are available to survivors, secondary survivors, their family, friends, other service providers, and the public 24/7. The Hotline Advocate ensures all callers are supported in a trauma-informed, survivor-centered, and culturally responsive manner. This position requires a high level of empathy and sensitivity.
DUTIES AND RESPONSIBILITIES
- Follow policies, procedures, and rules of the organization.
- Adhere to Another Way, Inc.’s confidentiality policies and program standards.
- Enthusiastically support and model the vision and mission of Another Way, Inc.
- Respond promptly and professionally to incoming calls from individuals experiencing domestic violence or sexual assault, offering empathetic listening and emotional support.
- Understand and utilize principles of empowerment-based trauma-informed services to survivors of domestic abuse and sexual violence, including support, advocacy, crisis intervention, safety planning, information, and referrals.
- Assess immediate need for all helpline callers for services, level of lethality, and personalized safety planning needs before making appropriate referrals to shelter, counseling, legal advocacy, healthcare, and community resources.
- Assist survivors with understanding and exercising their rights under sexual assault response protocols, including evidence collection (SANE/forensic exams), pregnancy prevention, medical care, and reporting options.
- Support sexual assault survivors in developing tailored recovery-focused safety and healing plans.
- Connect survivors to ongoing support such as Outreach services, support groups, trauma therapy, or case management.
- Assist sexual assault survivors in developing short-term and long-term coping strategies, safety plans, and recovery resources.
- Stay informed about sexual assault-related laws, services, and community resources.
- Screen and complete approval assessments for individuals seeking shelter or services.
- Engage in community outreach by answering questions from callers such as service providers, family members, or concerned community members.
- Communicate shelter expectations and communal living guidelines for shelter approved participants as outlined in the welcome packet provided at intake.
- Take appropriate steps to deal with emergency situations with the goal of maintaining the safety of all helpline callers.
- Train new hires on proper handling of helpline calls, completion of helpline paperwork, and proper entries of helplines into the participants’ records database as part of required new hire training process.
- Create new trainings/role play scenarios for staff to complete/practice for helpline calls throughout the year.
- Assist Residential Services Manager with performing quality assurance for helpline entries into the participants’ record keeping database.
TRAINING REQUIREMENTS
- All training required and needed to perform duties will be provided.
Qualifications:
- Previous experience with completing crisis calls preferred
- High school diploma or equivalent
- Valid driver's license and liability car insurance
- Ability to pass pre-employment drug screening
- Ability to pass Level II background check https://info.flclearinghouse.com
- Ability to maintain confidentiality - including, but not limited to, personal, medical, legal, counseling, and services.
- Previous experience working with trauma survivors is strongly preferred.
- Excellent interpersonal and communication skills.
- Excellent computer skills, including knowledge of Microsoft Office ( i.e., Word, Excel, etc.)
- Ability to work effectively with individuals from diverse backgrounds.
- Excellent organizational and time management skills.
- Willingness to learn and train on operating systems.
Please send a current resume and a cover letter stating why you are interested in and are qualified for the Helpline Advocate position to [email protected]. Please include the Helpline Advocate position in the subject line. Resumes submitted without a cover letter will not be reviewed.
Equal Employment Opportunity at Another Way: Another Way, Inc. is an Equal Employment Opportunity employer and does not discriminate on the basis of age, race, religion, color, national origin, gender, gender identity, sexual orientation, ability/disability, health/mental health status, pregnancy, citizenship, immigration status, marital status, military status, genetic information or language spoken. We are committed to providing reasonable accommodations to individuals with disabilities in the employment application process. If you need an accommodation due to a disability, call 386-719-2700 or email [email protected]
Job Type: Full-time
Pay: From $16.50 per hour
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
