National Domestic Violence Hotline: Phone Services Advocate


The National Domestic Violence Hotline is a non-profit organization staffed by loyal advocates and other staff members who are dedicated to spreading awareness and education about domestic violence.

 All of our advocates attend extensive training sessions for preparation in providing the highest level of service to our contacts.

 We offer a competitive package that includes: 100% company paid medical; dental coverage; life and AD&D ($50,000); long term disability for the employee; and a 401(k) plan with company match. We also offer optional short term disability, flexible spending account, vision coverage, paid holidays, vacation, and other related benefits.  


The base salary starts at $16.37/hour, plus shift & language differential (if applicable)

CURRENTLY AVAILABLE - Weekend/Overnight/Evening Shifts

  • Shift Differential (3:45pm – 9:45pm): $.80 per hour
  • Shift Differential (9:45pm – 7:15am): $1.60 per hour
  • Shift Differential (Saturday & Sunday): $1.60 per hour
  • Bilingual Differential: $.80 per hour

General Position Purpose Statement

 The Phone Services Advocate (FT) is a member of the National Domestic Violence Hotline (NDVH) Program Services Team and is supervised by the Manager of Phone Services.

 The Phone Services Advocate (FT) responds to incoming calls on the NDVH from victims, advocates, general public and service providers and provides crisis intervention, referrals, information and problem solving to all callers.

 The Phone Services Advocate (FT) is scheduled for a 40-hour week.  Required meetings may necessitate attendance during hours outside of the Phone Services Advocate’s regular schedule.

 Due to NDVH’s 24/7, 365 days per year operation, the Phone Services Advocate (FT) will be required to work night, weekend, and holidays. This position requires a high level of empathy and sensitivity to all incoming inquiries.


Essential Responsibilities/Duties

  • Provide crisis intervention, safety planning, education, advocacy and referrals to callers as appropriate.
  • Collects demographic information on all calls (including TTY calls), enters caller’s needs and caller’s situations into caller application and documents referrals given to callers;
  • Refers unresolved problems between service providers and the NDVH callers to Manager of Phone Services.
  • Assist Database Specialist in keeping the database system updated by reporting all changes to be made in service provider information.
  • Participates in any NDVH evaluation efforts.
  • Assist in overall office administration and maintenance, including answering the phone and maintaining common areas as necessary.

This description only includes essential functions of the job and does not imply that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow and any other job-related instruction and to perform any other job-related duties requested by his or her supervisor or management.


Job Requirements and Responsibilities 

  • A High School Diploma or equivalent is required; college degree in social work or related field preferred. Professional and/or personal experience may substitute for educational requirements. 
  • Nine months experience in direct services to victims of domestic violence or similar human services program preferred.  Volunteer experience counts as work experience.
  • Six months experience providing crisis intervention preferred.
  • A minimum of 50% of Phone 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 Services 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 timeframe.
  • Demonstrated ability to manage high stress situations.
  • Ability to work as a team member, providing support and constructive feedback in interpersonal interaction.
  • 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.
  • Understanding of an empowerment-based advocacy model of services.
  • Knowledge of the history of the battered women’s movement in Texas and the United States.
  • A consistent positive solution-oriented response that includes communicating about challenges to the appropriate person in a constructive and productive manner.
  • Intentionally and actively fostering positive working relationships and organizational culture
  • Ability to be flexible, if needed, to work outside of normal business hours.
  • Ability to attend required meetings (including but not limited to Program Services Team, Town Hall Meetings, Advocate Team Meetings, etc.) which may be scheduled outside of normal business hours. 

Other Requirements/Working Conditions

 Ability to read, write and converse in English; Spanish a plus.

  • 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 with minimum exposure to dust, noise, or temperature extremes. Requires bending, stooping, lifting and carrying objects up to 25 pounds, with or without accommodations. 

Training Requirements

All new hires must attend a new hire orientation and new advocate training.  


HR ORIENTATION: Thursday, July 19, 2018 – 9:00am – 1:00 pm

(TentativeAPPRECIATIVE INQUIRY (AI) CLASS:  Thursday, July 19, 2018 – 2:00 p.m.-6:00 p.m.


(Tentative) Racial Equity Class: Friday, July 20, 2018 - 9:00 a.m. -6:00p.m. 

DAY 3 – 9 (Advocate training is scheduled as follows):

    • 9:00 a.m. - 6:00 p.m. Saturday, July 21
    • 1:00 p.m. – 10:00 p.m. Monday, July 23
    • 1:00 p.m. – 10:00 p.m. Tuesday, July 24
    • 1:00 p.m. – 10:00 p.m. Wednesday, July 25
    • 1:00 p.m. – 10:00 p.m. Thursday, July 26
    • 1:00 p.m. – 10:00 p.m. Friday, July 27
    • 1:00 p.m. – 10:00 p.m.  Monday, July 29
    • 1:00 p.m. – 10:00 p.m.  Tuesday, July 30
    • 1:00 p.m. – 10:00 p.m.  Wednesday, July 31


You must be present and complete ALL training components to be eligible for hire.  All individuals must be on time for every training session.  Tardiness may result in ineligibility for hire.

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 NDVH.  This description does not modify any employee’s at-will-status and is not a contract for continued employment of any duration.

The National Domestic Violence Hotline is an equal opportunity employer committed to diversity in the workplace.

Visit the NDVH website to apply.


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