[Hiring] DV Hotline Specialist @Shelter House

Remote, USA • Full-time • Posted 2026-05-31

Role Description

Answer the crisis line and assess callers for shelter entry eligibility.
Provide resources, information, and safety planning, regardless of shelter entry.
Listen empathetically and assess imminent danger of lethality due to domestic violence.
Provide trauma-informed crisis intervention, advocacy, support, and safety planning.
Work in collaboration with community resources and referrals.
Coordinate with shelter staff and management to ensure a smooth transition for callers from the community to the shelter.

All Part-Time Hotline Specialists will receive an hourly pay of $20.00-$22.00 an hour and are required to cover at least 2 shifts a weekend, including weekend days, evenings, and overnights, including holiday coverage.

All On-Call Hotline Specialists will receive an hourly pay of $20.00-$22.00 an hour and are required to cover at least 4-6 shifts a month, which will usually include days, evenings, weekends, overnight, and holiday coverage.

Conduct crisis screenings over the phone with those seeking shelter entry into Fairfax County’s shelter for those fleeing domestic violence or callers seeking DV/SV/Human trafficking/Stalking resources.
Provide emotional support through supportive listening, trauma-informed crisis intervention, advocacy, and safety planning.
Provide problem solving, safety planning, education, and advocacy to callers as appropriate.
Provide appropriate community referrals and work collaboratively with other community agencies.
Have a quiet workspace with reliable Wi-Fi connection to conduct calls professionally and privately.
Answer every call that comes to the hotline during shift.
Promptly document all calls in required systems, maintain strict confidentiality, and ensure all required information is gathered and recorded.
Ability to navigate and utilize digital platforms for tracking/storing information.
Submit all completed and required documentation no later than the end of a shift.
Adhere to all agency and department policies and procedures.
Remain knowledgeable of best practices related to DV/SV/Human Trafficking/Stalking.
Attend virtual supervision and staff meetings, ongoing training, and quarterly meetings.
Communicate regularly with Hotline Program Manager to report the start of your shift and any challenges experienced.
Maintain regular communication with supervisor to seek support during shifts.
Consistently show up to shifts on time and communicate in advance if unable to cover any agreed-upon shift.
Ensure compliance with all agency policies.
Exemplify the Shelter House core values: Inclusivity, Collaboration, Accountability, Respect, and Empowerment.
The FT Hotline Specialists can expect to have additional administrative duties during periods of downtime.
Other duties as assigned.

Must be a resident of NOVA (Northern Virginia).
Reliable and stable internet connection.
Quiet workspace.
Bachelor’s degree in human services, Social Work, or related field or combination of education and experience.
2+ years' experience working with victims of DV/SV or Human Trafficking.
Knowledge in counseling techniques and experience in trauma-informed domestic and sexual violence.
Clear written communication.
Active listening skills.
Computer skills – including Word, Excel, email, and the internet.
Ability to maintain professional ethics and client confidentiality.
Strong written and oral communication skills.
Ability to prioritize competing priorities and make sound judgments.
Ability to complete tasks while navigating frequent interruptions.
Strong organizational and time management skills.

Experience working with clients who have suffered trauma, preferably in domestic violence and/or child abuse.
Experience in a call center handling crisis situations.
Familiarity with trauma-informed care, especially as it relates to individuals experiencing domestic violence.
Experience working with diverse populations.

Annual TB Test is required.
Ability to sit or stand for long periods.
Ability to lift items weighing 10-20 pounds.

Medical, Dental & Vision Insurance.
401K contributions with a 4% employer match.
11 Paid Holidays, a Floating Holiday, and the opportunity to take your Birthday Off.
Two Semi-Annual Team Building Events.

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