Crisis Hotline Counselor

Position Summary

The Hotline Support staff person provides crisis intervention, emotional support, safety planning, and emergency response to survivors of domestic violence during evening, weekend, and overnight hours. This position ensures that residents of the safe dwelling have continuous access to qualified staff support and emergency assistance when Shelter Support staff are not on-site. Services are delivered using trauma-informed, survivor-centered, and confidential practices in compliance with 18 NYCRR Parts 452 and 455.

Essential Duties and Responsibilities

• Provide 24/7 on-call crisis intervention and emotional support to residents of the safe dwelling during assigned evening, weekend, and overnight shifts.
• Respond promptly to emergencies, safety concerns, or crises affecting residents, including medical, safety, or security incidents, and assess whether concerns can be resolved remotely or require escalation.
• When an emergency requires an on-site response, initiate in-person intervention within a reasonable time, in accordance with agency protocol.
• Assist residents with safety planning and decision-making during crises, prioritizing survivor autonomy, confidentiality, and trauma-informed practices.
• Coordinate with emergency services, law enforcement, medical providers, or other responders as necessary to ensure resident safety.
• Provide information, referrals, and advocacy consistent with emergency core service requirements.
• Maintain clear and timely communication with Shelter Support staff and program leadership regarding emergencies, incidents, response actions, and outcomes.
• Document all hotline calls, emergency responses, and reportable incidents accurately and in accordance with agency policy, OCFS requirements, and funder guidelines.
• Maintain strict confidentiality in accordance with NYS Social Services Law §459-h, agency policy, and domestic violence best practices.
• Participate in required supervision, training, and staff meetings as scheduled.
• Perform other related duties as assigned by the Program Director or designee.

Emergency Response Authority

Hotline Support staff are authorized to initiate emergency procedures and contact 911 or other emergency responders when the resident's or caller's safety or well-being is at risk. Hotline Support staff will notify supervisory staff as soon as practicable following any emergency incident.

Qualifications

• High school diploma or GED required; Associate’s or Bachelor’s degree in Human Services, Social Work, or related field preferred.
• Experience in domestic violence services, crisis response, or hotline support preferred.
• Demonstrated knowledge of domestic violence dynamics, trauma-informed care, and survivor-centered advocacy.
• Ability to manage crisis situations calmly, professionally, and effectively.
• Strong communication, documentation, and problem-solving skills.
• Commitment to diversity, equity, inclusion, and cultural humility.
• Basic computer skills, including documentation and data entry.

Required Training

• Completion of OPDV Core Domestic Violence Advocate Training
• Completion of Mandated Reporter Training within required timeframes.
• Ongoing participation in agency-required training related to crisis response, confidentiality, and trauma-informed care.

Work Environment and Schedule

• Remote and/or off-site on-call work with responsibility for responding to emergencies at the safe dwelling.
• Rotating shifts including evenings, weekends, overnight hours, and holidays.
• Must be reachable by phone at all times during on-call shifts and should be within a reasonable distance that allows them to reach the designated safe dwelling within a reasonable time.

Performance Expectations

• Provides timely, trauma-informed crisis intervention and support.
• Responds appropriately and effectively to emergencies and safety concerns.
• Completes all documentation accurately and within required timeframes.
• Demonstrates reliability, professionalism, and adherence to confidentiality standards.
• Supports a safe, responsive, and survivor-centered shelter environment.
• Follows agency protocols for emergency response and escalation.
• Meets response expectations for on-site intervention when required to ensure resident safety.

Chances & Changes, Inc. is an Equal Opportunity Employer and does not discriminate on the basis of any protected status under federal, New York State, or local law.

Please note: This is a stipend-based position. Staff receive a $50 stipend for covering each assigned shift and are compensated at a rate of $16.00 per hour for actual time worked during those shifts in accordance with agency policy. Compensable work may include responding to hotline calls, providing client support, completing required documentation, and performing other position-related duties. All time worked must be accurately documented and submitted in accordance with agency procedures.

Education:

• High school or equivalent (Required)

Experience:

• Domestic Violence: 1 year (Required)

Location:

• Geneseo, NY 14454 (Preferred)

Ability to Commute:

• Geneseo, NY 14454 (Required)

Work Location: Hybrid remote in Geneseo, NY 14454

Pay: From $50.00 per day

Application Question(s):

• Are you aware that you must reside in or near Geneseo NY?

Experience:

• Domestic Violence Work: 1 year (Required)
• Crisis intervention: 1 year (Required)

Work Location: Hybrid remote in Geneseo, NY 14454

Salary : $16 - $50