Hotline Counselor (Bilingual)

Description

OUR MISSION

The Family Place empowers survivors of family violence by providing safe housing, counseling, and skills that create independence while building community engagement and advocating for social change to stop family violence.

Are you passionate about making a difference? As a Hotline Counselor, you’ll provide compassionate crisis telephone counseling, offering comfort, active listening, and positive problem-solving to those in need. Your role will also include conducting intakes for new residents and supporting current residents during your shift. Join us in our mission to empower and protect victims of domestic violence—be the lifeline someone needs today!

Primary Responsibilities:

• Provides crisis telephone counseling, establishes rapport, and assesses level of client risk and as well as providing mental and emotional state of mind by active listening, comforting words and positive problem solving. 
• Conducts intake assessments for new residents and provides emergency placement services for women and their children who are victims of domestic violence.
• Provides referral services to individuals calling the Safe Campus hotline and provides a safety plan when clients are not able to stay at the campus.
• Monitors the front desk and assists clients with distributing medication, toiletries, etc.
• Assures that client records and forms are accurate and current; assists in providing statistical information as required.
• Maintains appropriate professional boundaries with clients.
• Assists with special events and activities, when required.
• Provides transportation for clients when necessary, using agency vehicles.
• Attends required staff meetings and in-service training sessions.
• Greets volunteers and assists with signing in.
• Assists with training of new staff, interns, and volunteers who answer the hotline.
• Responds appropriately to emergency situations.
• Assists with data entry when necessary.
• Performs daily assigned program audits.
• Review daily screenings.
• Maintain departmental spreadsheets, digital hold info for incoming clients, and DV beds updates.
• Complete client intakes and traffic, when needed.
• Performs basic administrative tasks, including reports and statistical summaries, and other duties that are not listed here but are deemed necessary for the well-being of the agency.
• Maintains current professional knowledge of domestic violence and crisis theory, including assessment of danger.
• Performs other duties, as assigned.

Qualifications

Required Qualifications:

• Bachelor’s degree in social work, psychology, counseling, criminal justice, and/or related human services field preferred. 
• Minimum one year of experience in crisis intervention and/or domestic violence hotline is required, or an equivalent combination of education, training, and experience.
• Bilingual, English/ Spanish required.

Knowledge, Skills, and Abilities:

• Knowledge of the dynamics of domestic violence and the impact of children and women experiencing or witnessing abuse.
• Ability to answer the telephone hotline in a calm and effective manner.
• Ability to deal calmly and effectively in high-stress situations.
• Ability to take thorough and accurate case notes.
• Ability to work as a team member with other staff members.
• Ability to interact well with diverse populations.
• Ability to provide appropriate interventions and referrals for each family.
• Ability to maintain confidentiality of records relating to clients' treatment.
• Ability to work erratic hours and weekends and overnight shifts.
• Ability to pass and maintain a clear criminal background check.

Required Licenses and Certifications: 

• Valid Texas Driver’s License with a clear driving record.

Working Environment: 

• Must have the emotional and physical stamina to handle prolonged sitting or standing while managing stressful situations, including addressing complaints, responding to difficult requests, and interacting with individuals in crisis, all while maintaining composure and a sense of humor.
• Ability to perform physical tasks such as stooping, bending, reaching, climbing, and interacting with children and clients.
• Capable of answering multiple telephone lines with clear speaking and listening skills.
• Duties are primarily performed seated, with opportunities for brief periods of standing or walking to relieve sitting.
• Limited physical effort required, including walking, standing, lifting, and carrying light objects (less than 25 lbs.) frequently.
• Work is generally performed in an office environment with minimal physical discomforts, though occasional exposure to noise, dust, or dirt may occur.

More About US:

At The Family Place, we embrace and live our values: TEAM

• Together: We believe that collaboration is key to our success. Foster a supportive environment, build trust, act with integrity, and expect transparent communication.
• Excellence: We are known for our compassion and commitment to excellence, acting with urgency, and advocating for our clients and community.
• Accountable: Responsible for our actions and decisions. We accept responsibility rather than blame others. Builds relationships to drive results.
• Mission-Focused: Clients come first. Service is our passion experienced with empathy and compassion.

What We Offer:

• Competitive salary
• Health, dental, and vision insurance
• Agency-paid short-term disability (60% salary replacement up to 11 weeks)
• Multiple Life, AD&D, and Hospitalization in life insurance options
• Retirement options through: 403b, agency matching, and HAS accounts
• Generous paid time off and holidays
• Professional development opportunities
• Benefits referenced above for FT employees

Are you ready to join us in the fight to end domestic violence?

Apply Now

Disclaimer:
This job description is not intended to be all-inclusive. The Family Place reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment. Employment at will.