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Hotline Counselor I in Dallas, TX at The Family Place

Date Posted: 7/25/2018

Job Snapshot

Job Description

Summary: 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. Provides referral services to individuals calling Safe Campus hot line and provides a safety plan when clients are not able to stay at the campus. Conducts intakes for new residents and responds to residents needs while on duty. Work Shift: Monday-Friday, 3:00pm-11:00pm.

Key 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 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 basic administrative tasks, including reports and statistical summaries, and other
duties, not listed here, deemed necessary for the well-being of the agency.

Other Duties:
• Maintains current professional knowledge of domestic violence and crises theory, including assessment of danger.
• Performs other duties, as assigned.

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.

Licenses and Certifications: Valid Texas Driver’s License and clear driving record.

Job Requirements

Qualifications: Bachelors Degree in Social Work, Psychology, Counseling or related Human Services field. One to two years experience in crisis intervention and/or domestic violence hotline required.

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.
• Duties are usually performed seated. Sitting may be relieved by brief or occasional periods of standing or walking.
• Limited amount of physical effort required associated with walking, standing, lifting and carrying light objects (less than 25 lbs.) frequently.

Working Conditions: Work may be performed in an office environment where there are little or no physical discomforts associated with changes in weather or discomforts associated with noise, dust, dirt and the like but not limited to the office environment.

Essential Functions: This job description should not be interpreted as all-inclusive. It is intended to identify the essential functions and requirements of this position. The incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this job description.