DV - Hotline Specialist (On Call)

Shelter House was established in 1981 as a grassroots responder to the homelessness crisis in Fairfax County. Since then, we have adapted and grown to meet community needs, working in partnership with government and private partners and community members. Today, Shelter House is a successful and reputable organization of over 200 employees committed to preventing and ending homelessness and domestic violence. In the last year, our compassionate team changed the lives of nearly 2,000 individuals, half of whom were children. Our culture is built from our core values of Inclusivity, Collaboration, Accountability, Respect, and Empowerment (iC.A.R.E.).

About the Role

The Domestic Violence (DV) Hotline Specialist is an essential remote position covering the 24-hour domestic and sexual violence hotline for Fairfax County. The Hotline Specialist will answer the crisis line, assess callers for shelter entry eligibility, and provide resources, information, and safety planning regardless of shelter entry. The role requires empathetic listening and the ability to assess imminent danger of lethality due to domestic violence. The Hotline Specialist will provide trauma-informed crisis intervention, advocacy, support, and safety planning, collaborating with community resources and referrals.

Part-time staff are required to cover at least 2 shifts a weekend, including weekend days, evenings, and overnights, as well as holiday coverage. On-call staff are required to cover at least 4-6 shifts a month, typically including days, evenings, weekends, overnights, and holidays.

Responsibilities

• Conduct crisis screenings over the phone with individuals seeking shelter entry into Fairfax County’s shelter for those fleeing domestic violence or callers seeking DV/SV/human trafficking/stalking resources.
• Provide emotional support through supportive listening, trauma-informed crisis intervention, advocacy, and safety planning, along with resources as requested.
• Offer problem-solving, safety planning, education, and advocacy to callers as appropriate.
• Provide appropriate community referrals and collaborate with other agencies to offer comprehensive services.
• Maintain a quiet workspace with reliable Wi-Fi to conduct calls professionally and privately while ensuring caller confidentiality.
• Answer every call that comes to the hotline during your shift.
• Promptly document all calls in required systems, maintain strict confidentiality, and ensure all necessary information is gathered and recorded.
• Navigate and utilize digital platforms for tracking and storing information.
• Submit all completed and required documentation no later than the end of your shift.
• Adhere to all agency and department policies and procedures.
• Stay knowledgeable of best practices related to DV/SV/human trafficking/stalking and internal policies affecting shelter eligibility.
• Attend virtual supervision, staff meetings, ongoing training, and quarterly meetings (which may be in-person periodically).
• Communicate regularly with the Hotline Program Manager to report the start of your shift, schedule changes, and any challenges experienced during calls.
• Maintain regular communication with your supervisor to seek support or guidance during shifts, especially for challenging calls.
• Consistently show up to shifts on time and communicate in advance if unable to cover an agreed-upon shift.
• Ensure compliance with all agency policies.
• Exemplify Shelter House’s core values: Inclusivity, Collaboration, Accountability, Respect, and Empowerment.
• Full-time Hotline Specialists (Monday–Friday) may have additional administrative duties during periods of downtime.
• Perform other duties as assigned.

Requirements

• Must be a resident of Northern Virginia (NOVA).
• Reliable and stable internet connection.
• Quiet workspace.
• Bachelor’s degree in human services, social work, or a related field, or a combination of education and experience.
• 2+ years of experience working with victims of DV/SV or human trafficking.
• Knowledge of counseling techniques and experience in trauma-informed domestic and sexual violence care.
• Clear written communication skills.
• Active listening skills.
• Proficiency in computer skills, including Word, Excel, email, and the internet.
• Ability to maintain professional ethics and client confidentiality.
• Strong written and oral communication skills.
• Ability to prioritize competing priorities and make sound judgments.
• Ability to complete tasks while navigating frequent interruptions.
• Strong organizational and time management skills.

Preferred Qualifications

• Experience working with clients who have suffered trauma.
• Experience in domestic violence and/or child abuse fields.
• Experience in a call center handling crisis situations.
• Familiarity with trauma-informed care, especially for individuals experiencing domestic violence.
• Experience working with diverse populations.

Physical Requirements

• Annual TB test required.
• Ability to sit or stand for long periods.
• Ability to lift items weighing 10–20 pounds.

Pay

$22.00 per hour.

Benefits

• Medical, dental, and vision insurance.
• 401K contributions with a 4% employer match.
• 13 paid holidays, 2 floating holidays, and the opportunity to take your birthday off.
• Four annual employee engagement events.