Position: Hotline Counselor
Department: Hotline
Location: Bronx
Reports To: Hotline Manager
Classification: Full-Time, Non-Exempt
Work Model: In Person

Compensation: $20/hour minimum

# of Positions: 1

The Violence Intervention Program (VIP) partners with Latinx communities to end gender-based violence. Created as a grassroots response to intimate partner violence and sexual assault, VIP has always centered survivors in its leadership and has worked to create a community of staff that reflects the rich national, ethnic and racial diversity of the communities it serves. VIP runs four non-residential social service programs, two residential shelter and housing programs, and a robust community engagement team.

The Hotline is the only live-operated bilingual (English/Spanish) 24-hour hotline in New York City. Our counselors provide an array of services including over-the-phone crisis counseling, safety planning, information about emergency shelter, and referral to other community-based social service providers.

Casa Sandra, or the Transitional Housing Program for Social Change (THPSC) is a transitional 5 story complex for survivors of intimate partner violence, housing 17 families. Survivors and their dependent children are provided with one-year leases and supportive services in order to help them stabilize post-crisis, and find a path towards permanent housing.

The Hotline Counselor will respond to our 24/7 bilingual hotline conducting intakes and assisting callers, including victims/survivors of gender-based violence, with immediate crisis intervention. You will also monitor the Casa Sandra building cameras, ensuring the safety of all residents, staff, and visitors.

Essential Functions:

• Courteously monitor the entrance of the facility, enabling access to the premises for all tenants, program staff, visitors, approved vendors and utility/repair/delivery personnel;
• Maintain fully updated logs documenting all entrants to the premises and complete daily report in log book(s) covering activities of shifts and communicates with next shift and or supervisor;
• Maintain all logs, data, and resource for auditing and compliance purposes.
• Conduct regular building inspections of Casa Sandra to ensure entryways, doors, windows, etc., are locked and secured;
• Inspect for property damage and document/report all actual or potential damage to property;
• Periodically check the security cameras for unusual occurrences and follows internal protocol to report these disturbances.
• Ensure that all common areas (community room, laundry room, playroom, and the computer resource room) are well-maintained and cleaned after each use, and that the doors are locked after-hours.
• Perform light custodial duties, to ensure a clean, safe, and hazard-free environment.
• Provide access to the laundry room for participants, according to schedule set by Associate Director of Residential Programs;
• Perform administrative support duties, such as filing, copying, and data entry;
• Facilitate the accessibility to all reports, records, and files, as needed;
• Attend program/agency staff meetings.
• Schedule appointments for prospective residents and their families;
• Assist Property Manager in any other administrative duties, as directed;
• Ensure House Monitor/Hotline Counselor telephone extension is logged in and functioning;
• Troubleshoot and or Report any technology malfunctions;
• Respond to all incoming calls via the hotline and transfer calls to appropriate program/services;
• Conduct safety planning and intake for hotline callers and connect callers to appropriate staff for additional services;
• Report language access issues as they occur to the Hotline Manager;
• Keep record of all requests via the hotline in a central location;
• Overnight shift: will be required to activate and de-activate alarm system.

Data Collection & Entry:

• Accurately record all required information that will be pertinent to identified outcomes;
• Collect and analyze data to enhance service delivery to achieve outcomes;
• Make recommendations for improvement or enhancement to data processes to ensure data entry, collection, and retrieval standards are achieved.

Required Qualifications:

• Fully Bilingual in English/Spanish;
• Prior experience providing crisis intervention counseling via hotline a plus;
• Knowledgeable in working with diverse communities, particularly Latinx communities, low-income, immigrant and/or communities of color;
• Excellent organizational and communication skills;
• Must have the ability to operate office equipment such as computers, copy machine, fax machine, phone systems, etc. with strong internet and software skills; incl. Microsoft Office and client database;
• Must have the ability to lift at least (30lbs) and travel via public transportation (bus, train, etc.);
• Must pass background check to include employment, criminal, and child abuse.

Competencies:

• Must be able to handle crisis situations with professional decorum and control;
• Has a good understanding of professional boundaries;
• Able to deal courteously, professionally and tactfully with residents, visitors, vendors and staff;
• Able to understand and execute oral and written instructions;
• Able to work irregular shifts (nights/days and/or weekends) and under adverse weather conditions;
• Must be able to exercise good judgment and sensitivity at all times;
• Must ensure agency, program and client confidentiality at all times.

Compensation & Benefits

• Full-time, exempt position, working 35 hours per week with a pay rate of $20.00/hour or $36,400/year.
• We cover 90% of the cost of medical (United Healthcare/Oxford), dental (Aetna) and vision (VSP) coverage for employee and spouse/children/family. Flexible Spending Accounts & Health Savings Accounts available.
• Paid Time Off program, 12 paid holidays, a mid-year and end-of-year office closure.
• Summer Friday schedule (optional)
• Commuter benefits (Mass Transit & Parking)
• 403b retirement plan
• Employee Assistance Program
• Disability & Life Insurance
• Monthly health & wellness activities
• Team appreciation days