Job Description

Position Summary:
Position responds to crisis hotline calls and provides support and safety for program participants.


Relationships and Contacts:

• Within the organization: Maintains professional working relationships with staff throughout the organization including peers, directors, senior and executive management.
• Outside the organization : Maintains professional working relationship with shelter clients, visitors, and volunteers.

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• Assesses need of callers for emergency shelter, determines eligibility for intake and develops transportation plan to shelter.
• Provides supportive interactions and information on the dynamics of domestic violence to shelter residents.
• Maintains accurate and confidential records for each client, documenting resident behaviors, incidents, interactions, and progress in consistent and ethical manner on a daily basis.
• Conducts intake, orientation, exit interviews, and safety planning with shelter residents in an appropriate/timely manner.
• Monitors building status and cleanliness, reporting malfunctions and ensuring the building is kept clean.
• Identifies barriers to success and makes appropriate referrals.
• Monitors resident activity throughout the shelter and manages conflict through appropriate intervention.
• Monitors and secures physical environment to maximize the safety of residents, implementing appropriate reactions to security threats as needed.
• Develops an understanding of agency and program policies and procedures, implementing appropriately and interpreting to residents and volunteers.

Additional Responsibilities:

• Provide support to visitors and volunteers.
• Available to respond to shift openings and be onsite within an hour, in accordance with pre-scheduled availability.
• Attends program staff meetings and other meetings as requested.
• Responds in a timely manner to all shift availability notices.
• Performs other duties as assigned.

Minimum Requirements:
Education and Experience:

• High school diploma or equivalent and minimum six months related experience required; bachelor’s in counseling or a related mental health field preferred.

 
Physical Requirements:

• While performing the duties of this job, the employee must be able to communicate with peers/general public, clients, and/or vendors.
• Must be able to tolerate various noise levels: noise level in the work environment varies – may be very quiet or extremely loud.
• Job performance will require the ability to move throughout the building as well as sit or remain stationary for extended periods of time.
• While performing the duties of this job, the employee may be required to talk or hear, sit, stand, walk, reach, climb or balance, stoop, kneel, crouch or crawl, taste or smell.
• The employee must be able to move 25 pounds.

Other Requirements:

Proficiency in Spanish or other languages preferred.

Skill Competencies:

• Ability to react immediately, yet calmly, to crisis situations and quickly build rapport with callers.
• Ability to speak concisely and effectively communicate needs and information.
• Demonstrate compassion and understanding for people dealing with potentially life-threatening situations and be able to assess serious issues.
• Sensitivity to the needs of survivors of domestic violence and their children.
• Excellent organizational and time management skills.
• Ability to exercise sound judgment and discretion.
• Resourceful, creative and problem solver.
• Excellent oral and verbal communication skills analyzing problems and presenting solutions to various staff and clients.
• High follow-through and attention to detail.
• Demonstrated respect for and sensitivity to cultural differences.
• Strong belief in the YWCA and ability to convey its importance.

YWCA Nashville & Middle Tennessee is an equal-opportunity employer

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