Position Summary

The SAVE Hotline Advocate at First Steps To Heal is responsible for answering our hotline outside of normal business hours - which includes evenings, weekends, and holidays. They are also responding to referrals, and managing the process of converting a caller/referral into an active client. The Hotline Advocate will provide crisis intervention, advocacy, and information and referrals to all callers. The Client Advocate Specialist conducts thorough safety and needs assessments and collaborates with callers to develop plans to address their specific needs. They will be responsible for screening individuals, making referrals to other services if FSTH is unable to provide appropriate services, will promptly advise appropriate staff of new admissions, entering data into the CRM, and informing the Intake Coordinator of a new client. First Steps To Heal uses a client-centered, domestic violence/trauma-informed approach to supporting residents. *Must be an On-Call Emergency Advocate(on-call 24-hours for emergency situations). Background Check Required.

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Responsibilities and Duties

• Answer every SAVE Hotline call during scheduled hours

• Deliver client-centered, trauma-informed support and advocacy to callers who believe they are a victim of domestic / intimate partner violence and all forms of gender-based violence

• Maintain accurate, timely, and confidential documentation of all hotline calls in our client management system, ensuring that all data is entered correctly and in accordance with agency policies and funding requirements

• Conduct shelter assessments for domestic violence survivors seeking shelter and provide advocacy for them to access available space

• Provide appropriate resource counseling and referral to community service and programs

• Identify and follow up on cues signaling potential exposure to risks to safety for clients and their children

• Safety plan with callers with identified safety risks

• When indicated, provide crisis intervention to address threats to a caller’s physical and/or emotional safety

• Collaborate seamlessly with internal team members, clinical providers, advocate agencies, and county-based resources to refer and coordinate aid 

• Actively participate in all required training to stay current on best practices in crisis intervention, trauma-informed care, and community resources.

• Provide advocacy along with referring to community programs for services

• Assure compliance with Safe Dwelling/Hotel Rules and local ordinances

• Assist with timely and accurate progress notes, reports, evaluations and other administrative tasks

• Share in other administrative, community outreach, and direct service tasks

• Demonstrates exceptional engagement skills

 

Qualifications

• Must attend all trauma-informed trainings provided by First Steps To Heal and other trusted sources

• Excellent Crisis Intervention skills

• Ability to quickly establish rapport over the phone

• Experience conducting thorough assessments and demonstrated ability to do so telephonically

• Excellent organizational skills and ability to multitask while talking on the phone

• 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

• Clear and concise writing skills

• Must be well informed on community resources 

• Experience with Google Docs, Google Sheets, and Google Forms

• Will attend networking events in-person and virtual

• Participate in on-going education and training opportunities

• Spanish fluency a must​

 

Pay Rate

$22.00 per hour

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First Steps To Heal, Inc. is an equal opportunity employer. We prohibit discrimination due to race, color, age, religion, sex, sexual orientation, gender identity, disability, national origin, marital status, parental status, or political affiliation in employment and service delivery.

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