Crisis Hotline Specialist

u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0Title: Crisis Hotline Specialistu00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0Reports To:u00a0 Director of ProgramingDate:u00a0 September 2024Status:u00a0 Non-exemptu00a0SummaryThe Crisis Hotline Specialist answers calls, text line, and chatline messages are being answered in a trauma informed fashion. CCN is required to provide 24-hour hotline coverage, 365 days of the year. Coverage for the hotline is comprised of volunteers, on-call advocates, and other trained staff. This coverage results in heightened personal safety and protection of victims of domestic abuse.u00a0u00a0Essential functions- Provide crisis intervention to callers on the agency hotline, chat, and text line through crisis counseling, provide information and make referrals. Manage lethality assessment calls received from 9-5.- Document and maintain accurate records of each call, including details of the crisis, actions taken, and referrals provided.- Coordinate the 24-hour scheduling of the hotline with the Director of Programming and the Director of Legal Services,- Oversee the volunteer program for hotline support after hours and to supplement other divisions within the organization. u00a0This involves sourcing, recruiting and selection and training of a diverse pool of active volunteers.- Promote volunteer opportunities in local online entities, newspapers, schools, universities, churches, etc. - Evaluate volunteers yearly and coordinate and coordinate recognition. - Provide agency support to the administrative team, such as distributing mail and in house material, assist with bulk mailing, and the implementation of organizational activities. - Participate as a team member by attending staff meetings, training sessions and communicate updates on the volunteer program. - Participate in all CCN-sanctioned activities, i.e., PAWS Walk, Whispers and Roars, Cocktails and Cuisine, etc., as required by the Director of Programming. - Assume other duties as required.u00a0Knowledge, skills, and abilitiesSound knowledge of office procedures and strong technical capabilities.u00a0Communicate the principles of victim advocacy, a commitment to the empowerment philosophy of the domestic violence movement.Active listening, empathy, and the ability to remain calm in stressful situations.Tact and discretion when dealing with sensitive and confidential plete the mandated PCADV state approved domestic violence training.u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0Education and qualificationsHigh School diploma or equivalent.u00a0 A degree in psychology, social work, or related field desirable.Previous experience in crisis intervention, counseling, or customer service preferred.u00a0u00a0Clearance Requirements:1. Criminal Record Check2. PA Child Abuse History Clearance3. FBI Clearance4. Megan's Lawu00a0Hoursu00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a040 hours a week or as required.u00a0Physical demandsFrequently required to stand, sit, talk, hear, walk, and use hands to finger, handle, or feel.Occasionally required to reach with hands and arms, climb or balance, stoop, kneel, crouch, crawl, and smell.Lift and/or move up to 25 lbs.Close vision, color vision, distance vision, peripheral vision, depth perception, and ability to adjust focus for extended period.u00a0Working ConditionsShifts may include evenings, weekends, and holidays depending on the hotline hours of operation.Ability to work remotely or on-site depending on the organization's needs.The role may involve occasional high-stress situations requiring a calm demeanor and effective decision-making.Valid driver's license and have access to reliable transportation.u00a0This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are requi ed of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.u00a0u00a0My signature indicates that I have reviewed this job description.I understand that this is not a contract for employment with Crisis Center North.u00a0u00a0u00a0_________________________u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0 _________________________u00a0u00a0 u00a0u00a0u00a0u00a0u00a0u00a0u00a0 _____________Employeeu00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0 u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0 Supervisoru00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0u00a0 Dateu00a0u00a0EEO StatementIt is the policy of CCN to prohibit discrimination and harassment based on race, color, religion, sex (including pregnancy), national origin, creed, ancestry, age, marital status, disability, veteran status, sexual orientation, genetic information, gender identify or expression, or any other protected category in accordance with applicable laws.u00a0u00a0u00a0u00a0u00a0

Created: 2026-02-06