Job 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.
Position Summary:
In this position as Hotline Counselor, you will serve as the critical first point of contact for survivors reaching out for help in their most vulnerable moments, providing the compassionate crisis support and immediate safety assessment that can save lives.
You'll answer hotline calls from individuals seeking shelter, safety, or resources related to domestic violence, establishing rapport with callers in crisis, assessing their immediate risk, and helping them develop personalized safety plans that promote both immediate protection and long-term well-being. Conduct intake assessments for new shelter residents, provide emergency placement services for families fleeing violence, and offer referral services and safety planning when shelter isn't available or appropriate. You'll maintain accurate client records, support current residents during your shift, assist with training new staff and volunteers, and use active listening and trauma-informed communication to provide the empathetic, nonjudgmental support that helps survivors take their first steps toward safety and healing.
If you have strong crisis intervention skills, can remain calm and compassionate during high-stress situations, and want to be the lifeline someone desperately needs in their darkest hour, this is your opportunity to make an immediate, life-changing impact every single day.
Key Responsibilities:
- Answer hotline calls from individuals seeking shelter, safety, or resources related to domestic violence.
- Establish rapport and assess immediate risk to determine the caller’s safety needs.
- Provide empathetic support using active listening and compassionate communication.
- Assist callers in developing a personalized safety plan to promote immediate and long-term safety.
- Conduct intake assessments for new residents and provide emergency placement services for individuals and their children who are victims of domestic violence.
- Provide referral services to individuals calling the Safe Campus hotline and provide a safety plan when clients are not able to stay at the campus.
- Assures that client records and forms are accurate and current; assists in providing statistical information as required.
- Maintain appropriate professional boundaries with clients.
- Assist with special events and activities when required.
- Attend required staff meetings and in-service training sessions.
- Assist with the training of new staff, interns, and volunteers who answer the hotline.
- Assist with data entry when necessary.
- Maintain departmental spreadsheets, digital hold info for incoming clients, and DV beds updates.
- Maintain current professional knowledge of domestic violence and crisis theory, including assessment of danger.
Other Duties:
We work as a team at The Family Place, and sometimes you may be asked to support another area of the business, such as the shelter or receptionist area. Examples:
- Monitor the shelter front desk and assist with distributing medication, toiletries, etc.
- Provide transportation for shelter clients when necessary, using agency vehicles.
- Greet Family Place visitors and volunteers and assist with signing in.
- Performs other duties, as assigned.
- 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, may be required for some roles.
Licenses and Certifications:
Valid Texas Driver’s License and a clear driving record.
Knowledge, Skills, and Abilities:
- Knowledge of the dynamics of domestic violence and its impact on children and individuals experiencing or witnessing abuse.
- Ability to answer the telephone calmly and effectively and deal with 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.
Mental and Physical Duties:
- 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 odd hours, while maintaining a sense of humor and composure.
- Ability to perform physical tasks such as stooping, bending, reaching, and climbing to interact with children and clients.
- Ability to answer multiple telephone lines and speak and listen clearly to the caller.
- A limited amount of physical effort is required, associated with walking, standing, lifting, and carrying light objects (less than 25 lbs.) frequently.
Working Conditions:
Duties are usually performed seated. Sitting may be relieved by brief or occasional periods of standing or walking.
Essential Personnel Designation: Essential
Essential employees are required to report for all scheduled hours regardless of inclement weather, holidays, or facility closures unless explicitly notified otherwise by leadership. This includes all employees assigned to shelter locations or designated as residential staff. Essential employees who work when other operations are closed due to inclement weather will receive time-and-a-half pay. Refer to The Family Place Inclement Weather Policy for complete details.
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
- Short-Term and Long-Term Disability
- Multiple Life, AD&D, and Hospitalization in life insurance options
- Retirement options through: 403b, agency matching, and HSA accounts
- Generous paid time off and holidays
- Professional development opportunities
- Benefits referenced above for Full-Time employees
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.