Hotline Counselor Sun-Thurs 11PM-7AM

About the Role

The Hotline Counselor serves as the critical first point of contact for survivors reaching out for help in their most vulnerable moments, providing compassionate crisis support and immediate safety assessment that can save lives. You'll answer hotline calls from individuals seeking shelter, safety, or resources related to domestic violence, establish rapport with callers in crisis, assess their immediate risk, and help them develop personalized safety plans that promote both immediate protection and long-term well-being.

If you have strong crisis intervention skills, can remain calm and compassionate during high-stress situations, and want to be the lifeline someone desperately needs in their darkest hour, this is your opportunity to make an immediate, life-changing impact every single day.

Responsibilities

• Answer hotline calls from individuals seeking shelter, safety, or resources related to domestic violence.
• Establish rapport and assess immediate risk to determine the caller’s safety needs.
• Provide empathetic support using active listening and compassionate communication.
• Assist callers in developing a personalized safety plan to promote immediate and long-term safety.
• Conduct intake assessments for new residents and provide emergency placement services for individuals and their children who are victims of domestic violence.
• Provide referral services to individuals calling the Safe Campus hotline and provide a safety plan when clients are not able to stay at the campus.
• Ensure client records and forms are accurate and current; assist in providing statistical information as required.
• Maintain appropriate professional boundaries with clients.
• Assist with special events and activities when required.
• Attend required staff meetings and in-service training sessions.
• Assist with the training of new staff, interns, and volunteers who answer the hotline.
• Assist with data entry when necessary.
• Maintain departmental spreadsheets, digital hold info for incoming clients, and DV beds updates.
• Maintain current professional knowledge of domestic violence and crisis theory, including assessment of danger.
• Support other areas of the business as needed, such as the shelter or receptionist area (e.g., monitor the shelter front desk, distribute medication/toiletries, provide transportation for shelter clients, greet visitors, and assist with signing in).
• Perform other duties as assigned.