Hotline Specialist - Full-Time

Director of Residential Services

Emergency Shelter

Full-time - 40 hours per week

Friday-Monday: 3:00 - 11:00 p.m.
Tuesday: 12:00 p.m. - 8:00 p.m.

*Must have ability to work weekends and holidays (as necessary)

Hours of Operation:
The Emergency Shelter houses the Hotline which is in operation 24/7, 365 days per year. 

Position Purpose:
The Hotline Specialist responds to incoming hotline calls from survivors of domestic violence and provides crisis intervention, referrals, information and problem solving to all callers. This position also assists with the upkeep and maintenance of the shelter, and with meeting the needs of the shelter clients. Schedule flexibility and the ability to work with little notice are required for this position.

Position Requirements:

  • High School Diploma or GED
  • Ability to attend required monthly hotline meetings, which may be scheduled during hours outside of the regular schedule.
  • Strong ability to multi-task and make critical decisions without a supervisor present
  • Ability to handle on-site crisis situations, and adapt to the changing needs of the families we serve
  • Must possess and demonstrate a high level of empathy and sensitivity to all incoming callers and current clients at the shelter
  • Ability to manage time and complete multiple activities within a time frame.
  • Demonstrated ability to manage high stress situations.
  • Ability to work as a team member, providing support and constructive feedback in interpersonal interaction.
  • Ability to work with people from a variety of backgrounds and experiences.
  • Ability to respond with empathy and support to victims in crisis situations and with sensitivity and awareness to diverse cultural, ethnic and social backgrounds, values, attitudes and languages.

Preferred Qualifications:

  • Some college preferred-in related field-Social Work, Sociology, Human Services, etc.
  • Fluent proficiency in Spanish-verbal & written
  • General knowledge of domestic violence and how trauma affects individuals
  • 1 year of experience in a social service setting, preferably handling crisis calls and/or crisis intervention
  • Understanding of an empowerment-based, client centered, and strengths perspective advocacy model of services

Position Duties:

  • Perform telephone hotline crisis intervention and takes appropriate action, including new client intake and exit procedures
  • Provide problem solving, safety planning, education, advocacy and referrals to callers and current clients as appropriate
  • Prepare, clean, and make ready rooms for new families coming into the shelter.
  • Assist in overall office administration and maintenance, including maintaining common areas as necessary
  • Maintain accurate and timely documentation of client services
  • Work directly with other hotline staff, and shelter support staff for the purpose of coordinating needs and services of shelter clients
  • Assist with some light cleaning, meal prep, and meal service as needed


Qualified individuals should email their resume to