Hotline Responder

Position: Hotline Responder

FLSA status: Non-Exempt

Hours: Full time, M-F

Department: Hotline/ Trauma Support Services

Location: Hauppauge, Riverhead, East Hampton, Remote

PURPOSE:

The Hotline Responder provides immediate, confidential, and trauma-informed support to individuals impacted by domestic violence and/or sexual assault and human trafficking. This role involves active listening, emotional support, crisis intervention, a deep understanding of the dynamics of domestic violence, safety planning, and referrals to appropriate agency services and vital community resources.

SPECIFIC RESPONSIBILITIES:

• Respond to incoming hotline calls, walk-ins, and agency webchats to conduct client triage screenings for victims/survivors of domestic violence and/or sexual assault and human trafficking.
• Provide empathetic, trauma-informed support and active listening to victims/survivors of domestic violence and/or sexual assault and human trafficking.
• Offer clear instruction and eligibility criteria for agency services including shelter, counseling, legal advocacy, financial empowerment, case management, as well as other supportive services, and linkages to vital community resources.
• Ensure immediate safety of callers and assist with safety planning unique to each individual's situation.
• Uphold survivor confidentiality and comply with all relevant legal and ethical standards.
• Complete accurate and timely documentation of all hotline interactions in accordance with organizational policies & procedures.
• Maintain communication with other internal programs for those seeking or receiving services.
• Daily monitoring of agency email and prompt response to staff and/or clients, especially in time-sensitive or emergency situations.
• Collaborate with law enforcement, emergency services, shelters, and healthcare providers as needed.
• Process waivers for survivors of domestic violence referred through the Department of Social Services as needed.
• Daily monitoring of the hotline voicemail box, prompt follow up with callers, and accurate documentation in accordance with organizational policies & procedures.
• Maintain related statistics and reports for hotline calls as needed.
• Attend required training sessions and participate in ongoing professional development.
• Support hotline operations during high-volume periods or emergency situations.
• Provide hotline training to new staff and volunteers.
• Additional duties as assigned.

PREFERRED QUALIFICATIONS

• High school diploma or equivalent (Bachelor's degree in Social Work, Psychology, or related field preferred).
• Bilingual (English/Spanish) skills are strongly preferred.
• Experience in crisis intervention, counseling, social services, or related fields strongly preferred.
• Excellent communication skills and the ability to remain calm under pressure.
• Commitment to trauma-informed and culturally sensitive care.
• Ability to maintain agency/survivor confidentiality and demonstrate sound judgment.
• Proficiency in using computers, Google/Microsoft/Zoom, cloud-based phone systems, and electronic documentation systems.
• Must have a valid driver's license.
• Survivor-centered and empowerment-based mindset.
• Ability to work both independently and collaboratively.
• Cultural humility and experience working with diverse populations.
• Strong emotional resilience and self-care practices.

WORKING CONDITIONS:

• 1. This position may be on-site, remote, or hybrid depending on organizational needs.
• Sits, stands, stoops, squats, walks, and moves intermittently during work hours.
• May lift, push, or pull 10-20 pounds occasionally.
• Must have access to a quiet, private space to ensure caller confidentiality.
• Must report to the office if you lose internet connection, lack a confidential space, or are unable to fulfill typical work duties while working remotely.

OTHER DUTIES:

Every effort has been made to make agency job descriptions as complete as possible. However, it does not state or imply that these are the only duties required for this position or the sole responsibilities for which this employee will be accountable. The omission of specific statements of duties or responsibilities does not exclude them from the position if the work is similar, related, is a logical assignment to the position, or is within the scope of generally accepted business practices for an employee with this specific job title. Duties, responsibilities and activities may change at any time with or without notice.

The Retreat Inc. is an Equal Opportunity Employer: THE RETREAT, INC. is committed to a policy of equal employment opportunity and will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, sexual orientation, military status, veteran status, age, marital status, domestic violence victim status, disability, pregnancy-related condition, gender identity, religion, genetic predisposition, familial status, ancestry, prior arrest or conviction record or any other protected category under applicable law. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The agency values and is committed to providing compassionate, empathetic, culturally aware services to all clients/members. Interactions are approached with these values in mind, and it is expected that clients/members will be treated with compassion, respect, and sensitivity during the provision of holistic, inclusive, and welcoming services.