DV - Hotline Specialist On Call

Shelter House

Job Overview

Location

Remote

Salary

USD 20 - 22 hourly

Employment Type

On-Call

Work Arrangement

Remote

Sector

Nonprofit & NGO

Experience Level

Mid-level (3-5 years)

Application Deadline

May 30, 2026

About the Company

Shelter House, established in 1981, is a dedicated organization committed to preventing and ending homelessness and domestic violence. With over 100 employees, the organization has evolved to meet community needs through partnerships with government, private entities, and community members. Last year alone, Shelter House's compassionate team positively impacted the lives of nearly 2,000 individuals, including a significant number of children. The organization fosters a culture built on core values of Inclusivity, Collaboration, Accountability, Respect, and Empowerment (iC.A.R.E.).

Job Description

Shelter House is seeking a dedicated Hotline Specialist to join our Artemis House team. This remote role is crucial for managing our 24-hour domestic and sexual violence hotline, providing essential crisis intervention, resource information, and safety planning to callers.

As a Hotline Specialist, you will listen empathetically, assess immediate danger, and offer trauma-informed support. You will collaborate with community resources and shelter staff to ensure comprehensive care for individuals fleeing domestic violence, sexual assault, human trafficking, or stalking.

This position requires a quiet, private workspace with a reliable internet connection to ensure caller confidentiality and professional service delivery. You will be responsible for answering all calls during your shift, promptly documenting interactions, and adhering to all agency policies and procedures.

We are looking for individuals who embody our core values of Inclusivity, Collaboration, Accountability, Respect, and Empowerment. If you are passionate about making a difference and providing critical support to vulnerable populations, we encourage you to apply.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Crisis InterventionSafety PlanningTrauma-Informed CareResource NavigationActive ListeningEmpathetic CommunicationRisk AssessmentDocumentationConfidentialityComputer SkillsOrganizational SkillsTime Management

Key Responsibilities

Conduct crisis screenings over the phone with individuals seeking shelter entry or DV/SV/Human trafficking/Stalking resources.
Provide emotional support, trauma-informed crisis intervention, advocacy, and safety planning.
Offer problem-solving, education, and advocacy to callers.
Provide appropriate community referrals and collaborate with other agencies.
Maintain a quiet workspace with reliable Wi-Fi for professional and private calls.
Answer all hotline calls during scheduled shifts.
Promptly document all calls in required systems, maintaining strict confidentiality.
Gather and record all required information accurately.
Submit completed documentation by the end of each shift.
Adhere to all agency and department policies and procedures.
Stay knowledgeable about best practices related to DV/SV/Human Trafficking/Stalking and internal policies.
Attend virtual supervision, staff meetings, and ongoing training sessions.
Communicate regularly with the Hotline Program Manager regarding shift status and challenges.
Seek support and guidance from supervisors during challenging calls.
Ensure consistent attendance and punctuality for shifts, communicating any scheduling changes in advance.
Exemplify Shelter House's core values: Inclusivity, Collaboration, Accountability, Respect, and Empowerment.

Qualifications

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

Benefits & Perks

401K contributions with a 4% employer match
Two Semi-Annual Team Building Events

How to Apply

To apply for this role, click the Apply button on this page and follow the instructions.

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The domestic violence support sector is experiencing significant growth, driven by increased awareness and demand for crisis intervention services. This role is pivotal in providing immediate, empathetic, and effective support to individuals in crisis. Key technical skills include crisis intervention protocols, safety planning, trauma-informed care, and resource navigation. The impact of this role directly influences client safety outcomes and contributes to the organization's mission of preventing and ending homelessness and domestic violence, signaling a critical function for community well-being.