Hotline Specialist

Agency Overview:

Doorways is an Arlington-based non-profit agency helping individuals and families create pathways out of homelessness, domestic violence and sexual assault leading to safe, stable and empowered lives. We envision a community where all people live free of violence and have safe and stable housing regardless of their gender, race, ethnicity, age, religious beliefs, sexual orientation, abilities, language, or national origin. We see a future without homelessness or domestic and sexual violence.

Doorways began in 1978 when a group of concerned community members saw there was no safe place in Arlington for families in crisis. What began then with one shelter and one response has grown into a series of pathways individually tailored for adults, youth, and children seeking safety and shelter. From immediate crisis intervention to counseling, housing, and employment support, we offer real options and multiple pathways for people of all ages and genders—women, men, youth, and LGBTQIA people.

Program Summary: 

The Doorways 24-Hour Domestic and Sexual Hotline provides support, information about available services, and referrals to individuals in need, 24 hours a day, 7 days a week. It is often the primary entry point into Doorways services, including the Safehouse, Court Advocacy, and Revive.

Position Summary: 

The Evening Hotline Specialist works as part of a team to provide crisis response, information sharing, safety planning, shelter intakes, and resources and referrals to persons in need and others who call the hotline. The Hotline Specialist is an in-person, full-time, hourly, non-exempt position and is considered “essential” personnel during holidays, and in times of hardship, such as extreme weather conditions and/or other emergencies. This position reports to the Program Manager, Community-Based Services. The schedule for this position is 2pm-10pm, Monday through Friday, including holidays.

Essential Duties and Responsibilities: 

• Provide primary coverage to Doorways’ 24/7 domestic and sexual violence hotline, screening for individual needs, conducting safety assessments and planning, providing crisis intervention, and linking callers to community resources and referrals.
• Document all hotline activities during shift in Daily Log. Complete data entry for all hotline calls in ETO and VAData within 1 business day of contact. Ensure that any pertinent concerns are elevated to the Community-Based Services Program Manager.
• Maintain program and caller/client confidentiality, adhering to Doorways’ Confidentiality Policy.
• Maintain appropriate professional boundaries with all hotline callers and Safehouse clients.
• Understand and abide by mandated reporter laws relevant to child abuse and neglect. Report any suspected child abuse or neglect to supervisor or on-call supervisor immediately and adhere to Doorways’ Mandated Reporter Policy.
• Assist in on-the-job training of hotline staff, volunteers and Client Assistants. Provide feedback to designated supervisors as needed to support the supervision of staff and volunteers as needed.
• Document and respond to critical incidents as needed, adhering to Doorways’ Critical Incident Policy.
• Participate in collaboration meetings within Doorways (supervision meetings, team meetings, CST, etc.).
• Other related duties, as assigned.

Agency Responsibilities: 

• Demonstrate alignment with Doorways’ core values and mission.  
• Maintain current industry knowledge and best practices.
• Assist with Doorways client and community events.
• Attend agency and/or other service provider meetings, as required.
• Obtain/maintain current CPR/First Aid certification.
• Completion of a CPS/Criminal Background Check.
• Adhere to agency policies and procedures. 

Knowledge and Skills Needed: 

• Bachelor’s degree in social work or related field preferred or at least 2 years of relevant work experience in domestic and sexual violence required. 
• Knowledge and experience in trauma-informed domestic and sexual violence practices preferred.
• Experience in crisis service delivery preferred.
• Bilingual Spanish preferred. 
• Excellent interpersonal relationship skills and ability to maintain professional boundaries.
• Experience collaborating in a multi-disciplinary, diverse, and dynamic team. 
• Must demonstrate an acceptance and respect for cultural diversity in all its forms, including ethnicity, sexual orientation, abilities, and religious backgrounds and an ability to work collaboratively in an ethnically, linguistically, and culturally diverse environment. 
• Must be comfortable working in an environment where it is necessary to process the past and present trauma endured by survivors. 
• Ability to relate to historically marginalized populations, including those that are experiencing homelessness and/or trauma survivors.
• Flexible and a self-starter, with demonstrated ability to exercise independent judgment, mitigate risk, and make sound decisions.
• Must possess basic computer skills, including word processing, spreadsheets, email, and the internet (Microsoft Suite). 
• Must be located in the DMV.

Compensation:

$26 – 27.00/Hr. commensurate with experience. Excellent benefits – health/dental/vision, life, LTD, 403(b), etc. 

Doorways is an Equal Opportunity Employer. 

All our employment decisions are based on merit. We do not discriminate in any employment actions based on race, color, gender, sexual orientation, gender identity, or any other legally protected status. 

Doorways is a drug-free workplace committed to the safety and well-being of all employees. Doorways prohibits the unlawful manufacture, sale, distribution, dispensing, possession, or use of controlled substances or marijuana within the workplace.