Helpline Advocate

Job Description

As the Helpline Advocate, you will provide all services required by Residential and Community Based Services program participants who may be in crisis or need extra support utilizing our 24-hour helpline or chat line. Provide referrals and support to the community inquiring about domestic violence.

Monday through Friday 8 AM-5PM

RESPONSIBILITIES:

• Assess participants’ needs.
• Answer the crisis hotline and provide callers, as well as all program participants, with empowerment-based crisis counseling, guidance, emotional support, information, and referrals. Determine if the victim is seeking emergency shelter and offer assistance as needed.
• Assess lethality of participant’s situation.
• Assist participant with the development and implementation of a safety plan.
• Provide information on the dynamics of domestic violence.
• Provide empowerment-based counseling (face-to-face and/or via telephone) in either individual or group settings.
• Provide assistance in filing for restraining orders, injunctions, protective orders, immigration, and other petitions. Support, assist and advocate for victims at any stage in the criminal justice system.
• Assist with filing for compensation claims which include making victims aware of the availability of crime victim compensation, assistance with completing the required forms, and gathering the needed documentation.
• Assist victims in securing rights, remedies, and services from other agencies. Offer aid in locating emergency financial assistance, TANF benefits, and other resources. Intervene with others on behalf of the victim. Provide referrals, vouchers, and/or supplies for items such as transportation, food, clothing, and emergency housing.
• Assist with reporting elder abuse, child abuse, or other required reporting.
• Maintain and report statistical measurements as required.
• Maintain documentation as required.
• Refer/advocate to community resources as necessary.
• Adhere to the Program’s policies and procedures.
• Assessment of clients for high risk; shelter and related services.
• Maintain principles of confidentiality.
• Provide consultation to police departments as needed for the High Risk Response Team.
• Attend agency meetings and in-service training, as required.
• Participate in agency trainings, meetings, and community education presentations.
• Develop and maintain community resource contacts.
• Ability to transport donations from various geographical locations.
• Other duties as assigned by Director.
  
  

Qualifications:

• Two years minimum experience in domestic violence intervention and prevention preferred
• Bi-lingual English/Spanish required
• Knowledge of domestic violence and/or family violence and related issues such as substance abuse and mental health, crisis intervention, individual and group counseling, community development, and education
• Experience working with diverse populations
• Demonstrated ability to work cooperatively with other professionals and team members
• Ability to maintain professional boundaries and client confidentiality
• Empathetic, non-judgmental, and active listening skills
• Ability to assess and intervene in crisis situations
• Excellent written and oral communication skills
• Organized; innovative
• Knowledge of community resources
• Excellent computer skills required
• Valid Massachusetts driver’s license
  
  

Company Description

Empowering Women & Advancing Social Justice. For over 135 years, the YWCA Central Massachusetts has been a steadfast advocate and positive force for women, girls, families, and communities. As one of the oldest and most impactful organizations, we are dedicated to breaking barriers, fostering equality, and creating a brighter future for all. By leveraging the power, passion, and commitment of our members, supporters, and volunteers, we work tirelessly to create meaningful and lasting change across Central Massachusetts and beyond.

At the core of our mission is our unwavering commitment to eliminating racism and empowering women. We provide safe, inclusive spaces where women and girls can find support, resources, and opportunities to thrive. Through innovative programs, leadership development, and advocacy for women’s and civil rights, we strive to build a community where everyone can live with dignity, opportunity and hope for a just and equitable tomorrow.

Empowering Women & Advancing Social Justice. For over 135 years, the YWCA Central Massachusetts has been a steadfast advocate and positive force for women, girls, families, and communities. As one of the oldest and most impactful organizations, we are dedicated to breaking barriers, fostering equality, and creating a brighter future for all. By leveraging the power, passion, and commitment of our members, supporters, and volunteers, we work tirelessly to create meaningful and lasting change across Central Massachusetts and beyond. At the core of our mission is our unwavering commitment to eliminating racism and empowering women. We provide safe, inclusive spaces where women and girls can find support, resources, and opportunities to thrive. Through innovative programs, leadership development, and advocacy for women’s and civil rights, we strive to build a community where everyone can live with dignity, opportunity and hope for a just and equitable tomorrow.