Relief Intake Worker-Hotline

Relief Intake Worker Springfield, MA, US Requisition ID: 1998 Salary

Range: \$19.00 To \$19.00 Hourly Reports to: Hotline Direct Care

Supervisor Schedule: Per Diem (Minimum of 3 shifts per month) FLSA

Sttatus: Non-Exempt The YWCA of Western MA is dedicated to eliminating

racism and empowering survivors. The YW provides a safe place for

survivors of domestic violence, sexual assault, and human trafficking.

Our programs and services include crisis shelter and transitional

housing for survivors and their families, counseling, SAFEPLAN court

advocacy, community education, supervised visitation, and vocational

training for youth. The YWCA provides services at several sites,

including Holyoke, Northampton, Westfield, and our primary Springfield

campus. Expectations of all employees Position Purpose The Ll?manos

Hotline Advocate provides support, advocacy and crisis response on our

24-hour hotline for survivors of domestic violence, sexual violence, and

human trafficking, significant others, and professionals. Hotline

Workers are part of a team model working with peers, supervisors, and

outside connections to best serve those calling our hotline. Essential

Responsibilities Provide trauma-informed, strengths-based telephone

interventions that incorporate safety planning and assessment of

immediate needs. Answer 24-hour Ll?manos Hotline Line within the first

three rings, unless assisting another caller. Provide back-up support to

the YW\'s new Homelessness Helpline by responding to calls, helping the

caller to create a safety plan, and making referrals to the Outreach

Worker or Case Manager. Ensure bed-update system receives a login and

updates/changes within the 1st hour of each shift and again as space

changes. Conducts intakes for YWCA programs. Complete hotline logs, case

notes, incident reports, logs, and service tracking logs prior to the

end of shift. Maintain client records. Attend supervision, trainings,

and staff meetings. Maintain all digital files in AWARDS (i.e., data

system) and program records, in accordance with ethical and

confidentiality standards. Access the language line when needed Dispatch

medical advocates following protocol Review and update Yammer throughout

your shift Obtain knowledge of/contacts with community agencies Perform

other related duties as requested. Qualifications Associate\'s degree or

equivalent plus 1 - 3 years of experience in human services; (Required)

Bilingual (Required) Verbal, Written, And Organizational Skills,

including strong computer skills; (Required) Ability to resolve conflict

Using De-escalation Techniques And Trauma Informed Skills (Required)

Prior experience working with survivors of violence and/or those who

have perpetrated violence in an intimate partner relationship

(Preferred) Experience and knowledge of child development and impact of

Domestic Violence On Children (Preferred) Experience With Survivors Of

gender-based violence and exploitation; (Preferred) Experience

addressing the impacts of decisions and actions on communities;

(Preferred) Understanding Of Both Interpersonal And Structural Racism

and bias; (Required) Ability to represent agency in all settings.

Experience with and knowledge of accessing resources within the

community; (Preferred) Must be able to be covered by the agency\'s

insurance policy; and Must be able to lift 40 lbs.