Intermittent Support Line Advocate

WEAVE’s mission is to promote safe and healthy relationships and support survivors of sexual assault, domestic violence, and sex trafficking. WEAVE’s vision is when everyone acts, violence ends. 

Position Summary: Under the direct supervision of the Client Services Manager, the Intermittent Support Line Advocate is responsible for, on an as-needed basis, staffing WEAVE’s Client Services programs.  Client Services duties include staffing WEAVE’s 24-hour Support and Information Line, WEAVE’s 24-hour online chat, providing in-person support to drop-in guests seeking WEAVE services at WEAVE’s midtown business office, or staffing the reception desk at WEAVE’s midtown business office. Intermittent Support Line Advocates filling this role is a vital first point of contact for survivors seeking services and community members seeking information. This role is critical to creating the best impression of WEAVE possible and maintaining WEAVE’s reputation of being a welcoming, inclusive, and responsive organization. Duties while covering a Client Services program shift include providing callers, chat participants and drop-in guests with emotional support, crisis intervention, safety planning, and referrals to internal or external resources as needed. Reception duties include providing a professional, knowledgeable, and welcoming experience for anyone who interacts with WEAVE’s midtown business office. 

Specific Duties and Responsibilities:

Support & Information Line, Chat & In-Person Services:

• At the direction of the Client Services Manager, provide as-needed staffing for WEAVE’s 24-hour Support & Information Line and WEAVE’s confidential online chat. Provide in-person support for individuals seeking assistance at WEAVE’s Midtown Business office during regular business hours.
• Provide crisis intervention, safety planning, advocacy, information, and appropriate referrals to all individuals calling, communicating via chat, or seeking in-person support.
• Approach each call, chat or in-person interaction in a responsive, trauma informed, client centered way; navigate any crisis presented to determine the survivor’s immediate needs and best resources, including referring to appropriate external resources if WEAVE services are not appropriate.
• Thoughtfully assess the requests and needs of each individual contacting WEAVE to determine if WEAVE services are appropriate and available; this may include conducting brief screenings for various programs or services or utilizing other tools, as directed.

Reception:

• At the direction of the Client Services Manager, provide as-needed staffing for the reception desk at WEAVE’s Midtown Business Office. 
• Answer phones, accept and sort mail, check clients in for appointments, accept deliveries and conduct other necessary office/administrative duties as needed.
• Participate as a key member of the client services team to assist clients, donors, staff, vendors and guests and ensure those who interact with WEAVE have an inclusive, welcoming experience. 
• Engage with all people who connect with WEAVE in a professional, respectful manner, regardless of any person’s traits or characteristics. 
• Assist WEAVE clients with staying connected to services, including confirming appointments, obtaining or transferring necessary documents, providing additional resources or notifying program staff of a client’s needs.
• Employ trauma informed, client centered solutions to address individuals who arrive at WEAVE in crisis seeking assistance.
• Demonstrate unwavering discretion in working with confidential information. 

Other Responsibilities:

• Maintain thorough, current knowledge of WEAVE programs and services, as well as other legal, medical, housing, educational and social service resources in the community available to survivors.
• Participate in staff and department meetings and trainings to stay current on best practices and resources available. 
• Maintain thorough, current knowledge of WEAVE’s agency-wide policies and expectations and consistently adhere to said policies.  Such policies include but are not limited to, policies in the employee handbook, policies and expectations regarding attendance, time off, timeliness in responding to communications, record keeping of services provided, travel, expenses and reimbursements and any other agency-wide policy. 
• Must work a minimum of eight (8) hours every eight (8) weeks to maintain intermittent employment status.
• Must complete all documentation regarding services provided in WEAVE’s client services database before the end of their shift. 
• May perform other intermittent functions as permitted based on training and experience.

Qualifications:

• Combination of education and experience related to the job description.
• Experience working with survivors of domestic or sexual violence in a client-centered, trauma-informed, and culturally responsive way preferred.
• Ability to maintain confidentiality and be sensitive to the needs and situations of survivors of domestic and sexual violence.
• Ability to maintain professional and healthy boundaries between clients and staff.
• Provide copy of valid California driver license, have reliable transportation, and submit current proof of vehicle insurance.
• Crisis intervention, problem-solving and conflict resolution skills
• Excellent oral and written communication skills
• Ability to work both independently and as a team member.
• Ability to work evenings, weekends, overnights and holidays, as needed.
• Complete WEAVE’s (68 hour) Peer Counselor Training classroom training and counselor certification program and maintain certification (required after being hired).
• Satisfactory results from DOJ background check.

ADA Job Characteristics:  

WEAVE is committed to providing inclusive, accessible, and respectful workplaces for all staff, including those with disabilities such as being in a wheelchair, Deaf or Hard of Hearing, blind or low vision or other access or functional needs. 

WEAVE works to equip staff of all abilities with reasonable accommodations to perform their job functions. These can include the provision of adaptive equipment, materials in alternate formats, and flexible work schedules.   Our priority is to provide ongoing, individualized accommodations to give all staff access to resources best suited to their needs.  If you require an accommodation to access this job application, please send a request to mshuey@weaveinc.org. 

Work environment for Client Services Programs is a busy office setting in a two-story building with stairs and an elevator.  Work environment for Safehouse is primarily in an emergency shelter for individuals who have experienced trauma and their children. Residents may present with unpredictable crisis situations or emotional needs.  May need to lift and carry up to 25 lbs., extend both arms above the head and/or reach below the waist, bend the back to retrieve items, climb stairs, or use an elevator. Employee may also need to remain in one position (i.e. sitting or standing) for an extended period of time while completing work tasks. Must be able to efficiently operate a keyboard and mouse or adaptive equivalent, take notes; utilize desk tools such as phones or calculators, and utilize larger office equipment such as printers and copy machines.  Communicate clearly and concisely to others.  Apply above average reasoning and detail as required in the accomplishment of job duties.