The Bilingual Relief Hotline Advocate is a member of the National Domestic Violence Hotline (NDVH) Program Team working to strengthen the quality and quantity of services of the NDVH.  The Relief Hotline Advocate responds to incoming calls on the NDVH from victims, advocates, general public and service providers.  The Relief Hotline Advocate provides crisis intervention, referrals, information and problem solving to all callers.  This position is supervised by the Hotline Coordinator. The Relief Hotline Advocate is scheduled on an as-needed basis and reports to the Hotline Coordinator. Some positions require night, weekend, and holiday scheduling to provide 24-hour per day, 365 days per year coverage of the NDVH.  This position is a part-time position.  The Relief Hotline Advocate responds to incoming phone calls on the NDVH and utilizes a computer database for identifying referrals and maintaining data from callers.  The Relief Hotline Advocate provides the public with requested information and referrals.  This position requires a high level of empathy and sensitivity to all incoming inquiries.

Essential Responsibilities/Duties                                                                                                                           

• Collects demographic information on all calls (including TTY calls), enters caller’s needs and options discussed into computer program; documents referrals given to callers; maintains data entry records for worker activity codes.
• Refers unresolved problems between service providers and NDVH callers to Hotline Coordinator.
• Assist Database Manager in keeping the database system updated by reporting all changes to be made in service provider information.
• Participates in any NDVH evaluation efforts.
• Respond to caller’s requests for domestic violence materials (i.e. Brochures, flyers, posters, handouts and other promotional materials).
• Assist in overall office maintenance, including answering the phone and maintaining common areas as necessary.
•  Accepts calls from victims and/or the general public.  Provides referrals to local services; provides information/education about domestic violence.
• Accepts calls from service providers; networks with service providers; receives updated service directory information from service providers.
• Places out-going conference telephone calls to service providers to advocate for NDVH callers’ needs; refers unresolved problems between service providers and NDVH callers to Hotline Coordinator; documents contacts and results.
• Advocates shall maintain standards of conduct that are empowerment-based and nonjudgmental; Advocates shall respond to all calls in a professional manner with a tone of calmness, sensitivity, empathy and non-judgment; Advocates shall respond to all calls with accurate information; Advocates shall make effective and efficient use of time and information for each NDVH call.
•  Other duties as assigned.

Job Requirements and Responsibilities

•  High school diploma or equivalent required.  College degree in social work or related field preferred or equivalent.  Professional and personal experience may substitute for educational requirements.
• Nine months experience in direct services to victims of domestic violence or similar human services program.  Volunteer experience counts as work experience.
• Willingness to participate in extensive training program.
• Six months experience in providing crisis intervention.
• A minimum of 60% of Hotline Advocate positions requires fluency in conversational Spanish.
• Experience/familiarity with computers.  Knowledge of Word for Windows and Access preferred.
• Ability to work shifts which will provide coverage of the NDVH 24 hours per day, 365 days per year, including weekends and holidays.
• Ability to attend required meetings (including, but not limited to, Program Team and Advocate Team meetings), which may be scheduled during hours outside of the Advocate’s regular schedule.
• Ability to manage time and complete multiple activities within a time frame.
• Demonstrated ability to manage high stress situations.
• Ability to work as a team member, providing support and constructive feedback in interpersonal interaction.
• Commitment to feminist and nonviolent perspective and behavior and willingness to work in such an environment.
• Demonstrates initiative and the ability to be flexible and creative.
•  Ability to work with people from a variety of backgrounds and experiences.
• Ability to adjust work hours to requirements of the organization including occasional overtime as needed.
• Ability to respond with empathy and support to victims in crisis situations and with sensitivity and awareness to diverse cultural, ethnic and social backgrounds, values, attitudes and languages.
• Commitment to concept of local, community, volunteer-based delivery of human services by domestic violence shelters.
• Commitment to NDVH program philosophy.
• Experience with membership/nonprofit organizations.
• Understanding of an empowerment-based advocacy model of services.
• Recognition of the dynamics of domestic violence and societal factors that contribute to the continuation of violence against women and children.

 Other Requirements/Working Conditions

• Ability to read, write and converse in English; Spanish required.
• Availability to travel overnight occasionally.
• Must have emotional and physical stamina to tolerate prolonged sitting or standing to deal with a variety of stressful situations, including responses to complaints, difficult requests from programs and individuals in crisis, and internal and external interactions, to effectively work long and at times odd hours, while maintaining a sense of humor.
• Works in a normal office environment, except while traveling, with minimum exposure to dust, noise, or temperature extremes.  Requires bending, stooping, lifting and carrying objects up to 25 pounds, with or without accommodations. 

  The above statements are intended to describe the general nature and minimum level of work being performed.  They are not intended to be construed as exhaustive of all duties, responsibilities and skills required for the position.  The employee will be required to perform any other job-related duties as required by the job objectives, the president, vice president and mission and philosophy of TCFV.  This description does not modify any employee’s at-will-status and is not a contract for continued employment of any duration.