Position: Crisis Line Counselor

Program: Domestic Violence Center

Position Summary: To provide crisis counseling, safety planning, and advocacy services by telephone for battered women. Provides supportive listening, information and referrals to every caller.

• Answers incoming crisis calls with professionalism and maturity.

• Responds to general telephone inquiries regarding abuse by offering crisis intervention counseling, explanation of the dynamics of domestic violence by discussing the situation and possible options, safety planning, referring callers to support groups, providing support and making referrals to other community resources.

• Provides follow-up to some callers who have had previous program contacts and require on-going support and encouragement or additional assistance.

• Provides direct contact with another agency or organization advocating on the woman's behalf with her verbal permission.

• Documents all necessary information about caller's situation in a thorough and consistent way.

• Screens callers for admission into center with staff supervision.

• Assists with needs of residents as requested by paid staff.

• Offers a supportive and nurturing experience to both callers and residents at all times.

• Clerical support as needed.

• Completion of YWCA Domestic Violence Volunteer Training.

• Strong communication and interpersonal skills.

• Capacity to respond with empathy, warmth, patience and genuine concern to battered women in crisis.

• Must be capable of developing good interviewing skills and should be able to respond to each individual caller in a perceptive and non-judgmental manner.

• Strong sense of excellent customer service.

• Ability to use a multi-line phone system.

• If personally experienced an abusive relationship, must be completely removed from that experience for a minimum of one solid year.

• Strong belief in the YWCA and ability to convey its importance.

• Non-judgmental attitudes and open-minded personality.

• Sensitivity to children in crisis.

• Ability to work independently and cooperatively.

• Ability to support team decisions.

• Willingness to make a commitment of at least six months.

This job will take place at the domestic violence center, which is a strictly confidential location. Volunteers must sign a confidentiality statement upon their first visit to the center.

The volunteer will be responsible for scheduling their shifts each week. One 3 - 4 hour shift each week is strongly encouraged. A 48-hour notice is required if the volunteer cannot fulfill their scheduled shift.

Screening interview with the Director of Volunteer Services. Twenty hours of training required: 6 hours of classroom training followed by 14 hours of on-the-job training at the center. Regular on-going supervision and support will be provided by the Volunteer Specialist.

Reports to: Volunteer Specialist or center staff liaison

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