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.
General Position Purpose Statement
The National Domestic Violence Hotline operates 24/7. The advocate responds to incoming calls, chats and texts from intimate partner violence victims, supporters, the general public and service providers to support and shift power back to those affected by relationship abuse. The advocate provides anonymous and confidential services including information, emotional support, referrals and options to increase safety and to work towards creating a world where all relationships are healthy and free from violence.
All work is informed by, and conducted through adherence to, the values of The Hotline:
- Integrity: We conduct every aspect of our work to the highest ethical standards and hold ourselves accountable to them. We value transparency and staunchly safeguard the confidentiality of those we serve.
- Thought Leadership: We are committed to learning constantly, developing innovative practices and evolving strategies as necessary to achieve our mission and vision.
- Excellence: We value performance and results. We aspire to be the best and to embrace the challenge to exceed expectations.
- Collaboration: We work as a team within the organization and with a wide range of partners outside of it, in the belief that only through these partnerships will we achieve the broadest impact.
- Social justice: We value diverse perspectives and strive to incorporate an anti-oppression lens in all aspects of our work.
- Caring: We conduct our work with compassion and in the spirit of inclusion, and we meet all individuals with respect and without judgment.
- Survivor-centered: Our work begins and ends with the interests of survivors of relationship abuse in mind
The base salary starts at $16.93/hour, plus shift & language differential (if applicable)
- Shift Differential (3:45pm – 9:45pm): $.82 per hour
- Shift Differential (9:45pm – 7:15am): $1.64 per hour
- Shift Differential (Saturday & Sunday): $1.64 per hour
- Bilingual Differential: $.82 per hour
All new hires must attend a New Hire orientation & Training on Tuesday, January 22nd from 9:00am-6:00pm (HR Orientation will be from 9:00am-1:00pm)
New advocate training will start Tuesday, January 22 -Wednesday, February 6, 2019 (9:00am-6:00pm)
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.
- Actively maintain a basic understanding of the dynamics of intimate partner violence and healthy relationships and how these dynamics are impacted by societal oppressions, including sexism, racism, xenophobia, ableism, classism, heterosexism, transphobia, islamophobia and antisemitism.
- Perform all duties with a social justice and racial equity lens.
- Provide advocacy services with a social justice and racial equity lens based on The Hotline’s Crisis Intervention Model, including safety assessment, education and referrals to contacts as appropriate.
- Utilize critical thinking and strategic questioning skills to assess and appropriately respond to contacts’ needs and experiences, considering how these are impacted by societal oppressions.
- Consistently and accurately collect and record required caller information into database, including demographic information such as race, gender and age, which contribute to data compilation on demographics of intimate partner violence.
- Communicate database updates and changes to Database Specialist.
- Respond with compassion and awareness to people of various backgrounds—including people of color, people with disabilities and/or people who are lesbian, gay, bisexual, transgender or otherwise-identified—with awareness of values, languages and the ways of knowing and being of the diverse cultures of our callers.
- Utilize emotional intelligence, a social justice and racial equity lens, and self-awareness to communicate with intention and integrity with all members of The Hotline staff and The Hotline’s contacts.
- Maintain emotional stamina and utilize resilience strategies to deal with stressful situations, including complaints, unsuitable callers and callers in crisis situations.
- Be helpful, respectful, generative, approachable and team-oriented in ways that contribute toward building strong working relationships and a positive work environment.
- Strictly adhere to The Hotline’s confidentiality policy and respect the confidentiality of our callers, donors, members, staff, volunteers and of the National Domestic Violence Hotline itself.
- Attend required meetings and trainings, including, but not limited to, advocate team meetings and in-service trainings, which may be scheduled outside the advocate’s normal work hours.
- Adhere to assigned schedule, which requires availability during inclement weather and assigned holidays to ensure 24/7 hotline coverage.
- Be accountable and dependable, maintaining a consistent level of performance and being on-time for all workplace activities.This description only includes essential functions of the job and does not imply that these are the only duties required by the employee occupying this position. Employees will be required to follow any other job-related instruction and perform any other job-related duties requested by management
- High school diploma or equivalent is required.
- Ability to read, write and converse in English is required.
- Bachelor’s degree in social work, human services or related field, preferred.
- A minimum of one year of continuous work experience in customer service, social services, call center or related work.
- Working knowledge of intimate partner violence and healthy relationships, preferred.
- An understanding of social justice and racial equity, including how societal oppressions create the conditions for, and sustain, intimate partner violence, preferred.
- Experience with computers required. Knowledge of Microsoft Windows, Office 365 (including Microsoft Outlook) and Salesforce software, preferred. Working Conditions
- Prolonged sitting or standing using keyboard, phone and computer.
- Must have emotional and physical stamina to deal with a variety of stressful situations—including responses to complaints and internal and external interactions—to effectively work long, and at times odd, hours.
- Work 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.
The above statements are intended to describe the general nature and minimum level of work being performed. These statements are not intended to be construed as exhaustive of all duties, responsibilities and skills required for this position. The employee will be required to perform any other job-related duties as required by the job objectives, the leadership and mission and values of the National Domestic Violence Hotline. This description does not modify any employee’s at-will-status and is not a contract for continued employment of any duration.