Client Advocate Specialist - Hotlines

Responsibilities

• Learn and integrate a trauma-informed, client-centered approach, using an anti-oppressive lens, into your work with clients.
• Engage clients contacting the Domestic Violence, Crime Victims and Rape and Sexual Assault Hotlines telephonically and via the TDD machine, a device for the hearing impaired.
• Conduct thorough assessments for all callers, with a particular focus on ascertaining the safety of clients and their children.
• Identify and follow up on cues signaling potential exposure to risks to safety for clients and their children.
• When indicated, provide crisis intervention to address threats to a caller’s physical and/or emotional safety.
• Collapse and coordinate such interventions with immediate supervisor, as needed.
• Safety plan with callers with identified safety risks.
• Per New York state mandate, report incidents of suspected child abuse or maltreatment/neglect to the Statewide Central Register of Child Abuse and Maltreatment.
• Conduct shelter assessments for domestic violence and rape/sexual assault victims seeking shelter and provide advocacy for them to access available shelter space.
• Assess callers’ needs and provide appropriate information and referrals to address them.
• Interface with web-based case management system and other technologies to conduct and document work.
• Participate in agency sponsored and external trainings on victimization issues.
• Maintain cooperative working relationships with Safe Horizon programs and other NYC service providers.
• Conduct all aforementioned work with clients within a supportive, client-centered framework.
• Participate in weekly clinical supervision meeting with your supervisor using a reflective trauma informed approach to reviewing your work.
• Undertake other tasks, as directed.

Qualifications

• Experience with and/or interest in consistent clinical supervision.
• Experience working with crime victims preferred.
• Bachelor’s degree required, or relevant experience and training.
• Required Skills:
  • Ability to quickly establish rapport over the phone.
  • Demonstrated ability to do thorough assessments telephonically.
  • Crisis intervention skills.
  • Excellent organizational skills, and an ability to multi-task with different technologies (talk on the phone and use several computer programs simultaneously).
  • Demonstrated ability to stay calm in high-stress situations.
  • Demonstrated ability to help others creatively solve problems and address difficult challenges.
  • Demonstrated ability to react with flexibility and creativity to challenges on a daily basis.
  • Ability to work autonomously, and collaborate with colleagues effectively, in a fast-paced environment.
  • Clear and concise writing skills.
  • Demonstrated ability to document work quickly within a digital case management system.