The SafeLink Relief Advocate answers hotline calls, assisting survivors and other hotline callers. SafeLink Advocates report to the SafeLink Manager and SafeLink Coordinator. This role is primarily remote and requires reliable internet connection and access to a space suitable to hold confidential hotline calls.

Principal Duties and Responsibilities

• Ascertains callers’ needs and provides crisis intervention by: conducting safety assessment and safety planning, supportive listening, providing callers with information on and about domestic violence and its dynamics, and connecting callers to all appropriate resources.
• Accesses the online Bed Update to provide up-to-date shelter availability information for all callers seeking emergency shelter or safe home placement.
• Utilizes all resources to provide every caller with options for a safe place to stay for at least one night.
• Facilitates access to community and residential services by directly linking callers to those services state and nation-wide.
• Exhibits positive teamwork by collaborating with SafeLink staff on difficult calls, answering hotline calls when colleagues are busy or engaged in other work, and demonstrates behavior that is open to feedback and suggestions.
• Keeps abreast of domestic violence services and resources in order to deliver high quality service to callers. This includes attending monthly staff meetings, trainings and individual supervision meetings.
• Logs every call into SafeLink’s database to ensure accurate and complete collection of data.
• Exhibits excellent customer service skills when interacting with callers, staff, and external constituents. This includes remaining professional, empathetic and courteous.
• Adheres to Casa Myrna’s and SafeLink’s policies and procedures while performing day-to-day activities to ensure successful operation within the department and agency.
• Other duties as assigned by the supervisor.

Qualifications and Requirements

• Committed to Casa Myrna’s values and mission of ending domestic and dating violence and commercial exploitation, and promoting social justice and social change.
• Minimum of 2 years’ experience providing direct service in a human services organization, which includes a minimum of one year experience working in a community organization or social service organization doing crisis intervention, counseling, advocacy, or hotline work.
• Bilingual in both English & Haitian Creole required.
• Demonstrated ability to utilize appropriate communication techniques when responding to callers that shows sensitivity to the caller’s needs.
• Internet access and ability to work remotely for the time being.
• Good computer skills and ability to troubleshoot technical issues as need.
• Demonstrated experience working with survivors of domestic/dating violence, trauma and abuse, and with marginalized communities, particularly communities of color.
• Strong preference for candidates who identify as a member of a marginalized community as Casa Myrna works to be an inclusive and equitable organization.
• Familiarity with Boston-area community agencies and resources, particularly those serving youth, homeless and/or low-income populations.
• Demonstrated ability to utilize appropriate, non-judgmental communication techniques when responding to survivors that illustrates sensitivity to their experiences and needs. Ability to work and advocate in a collaborative style with diverse ethnic, cultural, linguistic, and socio-economic groups, as well as diversity based on ability/disability, sexual orientation and religion.
• Ability to work independently and in a team.
• Excellent interpersonal, communication, crisis management, organizational, and problem-solving skills.
• Promote an atmosphere of respect and cooperation; maintain confidentiality regarding program participants.
• Always maintains professional boundaries.
• Ability to work a flexible schedule, including evenings and/or weekends as needed.
• Strong preference for candidates who identify as a member of a marginalized community as Casa Myrna works to be an inclusive and equitable organization.

Casa Myrna is an equal opportunity employer committed to workforce diversity and hiring people with diverse life experiences. Survivors, people who are bilingual/bicultural, persons of color, people with disabilities, and LGBTQIA people are strongly encouraged to apply.

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. If reasonable accommodations are needed during recruitment process, email hr@casamyrna.org.

Please submit a resume to jobs@casamyrna.org to be considered.

Job Type: Part-time

Pay: $20.00 - $24.00 per hour

Expected hours: 8 – 20 per week

Benefits:

• Employee assistance program
• Flexible schedule

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Night shift

Experience:

• working with domestic violence survivors: 2 years (Preferred)
• Customer service: 2 years (Preferred)
• advocacy: 1 year (Preferred)

Work Location: Remote