Domestic Violence Hotline Coordinator

About Hope House

Hope House is a comprehensive domestic violence service provider serving survivors and their families in the Eastern Jackson County / Kansas City area. Our 24/7 hotline is often the first point of contact for survivors seeking safety, information, and support—and it is a critical entry point into all other Hope House services.

The Role

The Hotline Coordinator ensures that Hope House’s hotline operates with consistency, compassion, and high quality. This role blends direct crisis response with program coordination, quality monitoring, and peer support for hotline operators.

While this position does not formally supervise staff, it plays a central leadership role by coordinating coverage, monitoring call quality, identifying trends, and supporting hotline operators through coaching and debriefing. This is an excellent role for someone who thrives in high-impact environments and enjoys strengthening systems that directly affect survivor safety.

What You'll Do

• Coordinate and maintain daily hotline coverage to ensure uninterrupted, responsive service.
• Provide direct hotline coverage during high-need times or staffing gaps.
• Provide follow-up appointments with hotline callers who require additional assistance not available on the hotline.
• Monitor hotline interactions to ensure trauma-informed, survivor-centered responses.
• Track and analyze call trends, needs, and service gaps to inform program improvements.
• Provide coaching, feedback, and emotional support to hotline operators, including debriefing after high-impact calls.
• Develop and share tools, scripts, and best practices to promote consistency and confidence.
• Serve as a key point of contact for hotline-related coordination across departments.
• Maintain accurate documentation and participate in continuous quality improvement efforts.

What We're Looking For

• Bachelor’s degree in social work, psychology, human services, or a related field, OR equivalent experience.
• At least two years of experience in crisis intervention or domestic violence services.
• Strong skills in crisis response, triage, safety planning, and de-escalation.
• Ability to coach and support peers without formal supervisory authority.
• Excellent communication, documentation, and organizational skills.
• Emotional resilience and adaptability in a fast-paced, crisis-oriented environment.

PHYSICAL/WORKING CONDITIONS:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, sit, climb, hear and reach with hands and arms. The employee may occasionally lift and or move objects weighing up to 25 pounds. Specific vision abilities required by this job include close, distance, color, peripheral, depth perception and ability to focus.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, age, sex, disability, or sexual orientation.

Job Type: Full-time

Pay: From $24.04 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Retirement plan
• Vision insurance

Language:

• Spanish (Preferred)

License/Certification:

• Driver's License (Preferred)

Work Location: In person

Salary : $24