Hotline Advocate (Part-Time, Saturday & Sunday 8Am-4Pm & 4Pm-12Am AND Full-Time, Monday-Friday 4Pm-12Am) Bi-Lingual Required

The Spring Of Tampa Bay Tampa , FL 33602

Posted 6 months ago

Hotline Advocate (Full Time) Monday thru Friday (Some Weekends) 4pm-12am

Full time Hotline Advocate is to be responsible for the following:

  • Providing advocacy, information, community referrals and counseling to Hotline callers

  • Answers the crisis Hotline, assesses for safety and assists callers with accessing shelter services, as needed.

  • Provides assistance with processing intake forms to include safety planning and lethality assessment scale.

  • Maintains required documentation, intake information, notes as needed in database and compiling reports.Requires:


  • One (1) year of related social service experience, with knowledge of community resources

  • Eligible to be sworn in as a Deputy Clerk of the Circuit Court

  • Working knowledge of MS Office products (i.e. Outlook, Word, Excel)

  • Bachelor's Degree in behavior science preferred

  • Must be Bilingual in English-Spanish

  • Specialized or technical educational requirements:

Obtain Core Competency certification prior to having direct contact with participants.
16 hours of training each year there after regarding the dynamics of domestic violence and intervention.

  • Must be able to pass a Level II background screening and drug screening

The Spring of Tampa Bay is an Equal Employment Opportunity employer and a Drug Free Workplace: EOE/M/F/Vet/Disabled

NON-DISCRIMINATION POLICY The Spring of Tampa Bay does not discriminate by reason of race, sex, color, age, national origin, religion, disability, marital status, sexual orientation or gender identity.


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VIEW JOBS 11/14/2019 12:00:00 AM 2020-02-12T00:00 JOB DESCRIPTION NON-EXEMPT I. Summary of the main function/purpose of the position: Oversees and manages the agency hotline, Hotline Advocates, shelter living environment, support services, participant groups, meetings and responds to the needs of shelter participants. II. Principal duties/responsibilities: * Directly oversees and manages the Hotline Advocate staff. Includes training, coaching employees; assigns and directs work; appraises performance; rewards and disciplines employees together with the Director of Shelter Services and Human Resources; addresses participant complaints and resolves problems. Oversees and ensures staff complies with ethical standards and quality of service. * Trains new staff, volunteers and interns as assigned. * Maintains the shelter staff schedule and coordinates shift coverage for 24/7 coverage. * Oversees and provides for after-hours Injunction for Protection process and reports all information to the Director of Shelter Services. * Oversees receipt of domestic violence police reports, sending, tracking and reporting of Roberta Cards and Calls. * Monitors the quality of all intakes, exits; daily log, adult and child master list. * Monitors the quality of all injunctions for protection (IFP) and reports information to the Director of Shelter Services. * Monitors and ensures all statistical information is entered into the "ALICE" data base system, are accurate, and are submitted in a timely manner. * Oversees and ensures that new participants attend the orientation group. * Counsels participants as needed; addresses conflicts between participants. * Attends staff meetings, case conference, and training sessions as required. * Monitors and ensures all duties are completed by the end of each shift. * Coordinates group facilitation. * Develops, revises and implements operating policies and procedures, forms and guidelines for hotline and shelter services in conjunction with the Director of Shelter Services. Ensures staff and participants adhere to policies and procedures. * Develops and manages budget for Hotline Advocate team and ensures program stays within budgetary guidelines. * Develops and manages quality assurance plan for Hotline Advocate services at the Shelter. Reviews compiled reports including participants' intake and exit evaluations. Makes changes to improve service provision as needed. * Provides on call coverage in coordination with Director of Shelter Services. * May work various shifts on various days of the week, as needed. Occasional duties or projects which may be performed at irregular intervals: * Facilitates groups as assigned. * Oversees the participant data management system ensuring it is responsive to agency needs. If the system is not meeting agency needs, alerts IT personnel of changing agency needs. * Reports any concerns or needed repairs to the Facilities Director. * Represents The Spring at community meetings and events as assigned. * Performs other duties as assigned. III. Accountability: Areas in which the position is accountable/responsible: Customer Service: Maintains participant satisfaction and quality of services. Provides or arranges for safe transportation for participants and their children. Records: Ensures participant files are kept up to date professionally and within agency standards. Safety: Assists in maintaining participant safety. Quality Control: Responsible for ensuring staff provides quality services to participants. Control of Costs: Ensures services are of the highest quality at the minimum cost. Budgets: Maintains expenditures to ensure they are within the department's budget. IV. Supervision Responsibility: * Reports directly to the Director of Shelter Services. * Supervises Hotline Advocates, volunteers, and interns. Carries out supervisory responsibility in accordance with The Spring's policies and procedures. V. Business-Related Contacts: Internal: Has contact with Facilities Director on a regular basis to schedule required maintenance; submits personnel paperwork and addresses employee-related concerns with the Director of Shelter Services. Maintains regular contact with all shelter staff that impacts the daily operations of the emergency shelter. Maintains regular contact with participants and staff members in the course of providing services. Externally: Has contact with vendors, contractors, service providers, and community partners. VI. 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Specialized equipment or machines used in the course of the duties of the position. Computer literate in MS Office/Windows preferred. VIII. Physical Demands: The position requires verbal communication (in person and by telephone), compiling and preparing reports, and reviewing/accessing information and files. Traveling to off-site meetings and transporting participants is required occasionally. The position requires sitting, standing, and reaching occasionally. Using hands, talking, and hearing are required frequently. The position requires close vision and ability to focus for preparing and viewing documents. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. IX. Work Environment: The environment is typically that of an office setting with a moderate noise level. There is occasional exposure to the outdoor elements due to occasional travel requirements. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Spring Of Tampa Bay Tampa FL

Hotline Advocate (Part-Time, Saturday & Sunday 8Am-4Pm & 4Pm-12Am AND Full-Time, Monday-Friday 4Pm-12Am) Bi-Lingual Required

The Spring Of Tampa Bay