Intake and Crisis Line Operator

                                                                                       Project Woman of Ohio
                                                                               525 E. Home Rd.
                                                                         Springfield, Ohio 45503

Job Description: Intake and Crisis Line Operator

JOB TITLE:                 Intake and Crisis Line Operator
DEPARTMENT:         Domestic Violence Advocacy
FLSA STATUS:          Non-Exempt, Full-Time, Hourly
SALARY:                     $17/ hr.
REPORTS TO:           Advocacy Coordinator

EXPECTATIONS OF ALL EMPLOYEES

To support Project Woman’s mission and values by exhibiting the following behaviors: confidentiality and respect for all survivors, Trauma-Informed Responses and Approaches, service excellence and job competence, collaboration and team player, and commitment to our community. All employees of Project Woman serve as role models of work and behavior standards for Project Woman in and outside of the workplace including social media profiles and any other forums.

POSITION SUMMARY

Under the direct supervision of the Advocacy Services Coordinator, the Intake and Crisis Line Operator serves as the first point of contact for Project Woman to survivors, community partners, and other visitors. During business hours, the Intake and Crisis Line Operator is the primary point of contact for the crisis line, ensuring timely response and management of incoming calls.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Crisis Line Operation:

1. Answers the crisis line using Active Listening skills and responds to survivors’ needs. Completes an initial danger/safety assessment and documents necessary information according to national standards.


2. Accepts calls from survivors and the public; monitors the multi-channel phone system to transfer calls to appropriate programs and staff and ensure timely response and effective call-flow.


3. Responds timely to “Get Help” contacts through the website.


4. Provides information and education about Project Woman programs and services.


5. Responds to calls by providing referral information to local partner agencies and community services/ 2-1-1 (Information and Referral) as necessary to meet the needs of the caller.


6. Completes necessary documentation including but not limited to Call and Walk-In Contact Sheets.


7. Maintains standards of conduct that are empowerment-based and nonjudgmental.
   
   
   
   1. Responds to all calls in a professional manner with a tone of calmness, sensitivity, empathy, and non-judgment; utilizes active listening skills and provides trauma-informed and non-victim blaming responses to callers and walk-in access.
   
   
   
   


8. Maintains data entry for all calls and walk-in services provided. Utilizes the database to ensure accuracy of intake, contact, and service information for outcomes.

Intake:

1. Welcome visitors to the agency; monitor visitor sign-ins and notify appropriate program or staff as necessary.


2. Assists survivors with intake documentation to facilitate timely and efficient access to programs/appointments.


3. Maintain a presentable reception area, ensuring all necessary materials (e.g., pens, forms, and brochures) are available.


4. Provide basic and accurate information in-person and via phone or email to visitors, vendors, survivors/clients, families, etc.


5. Maintain office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor badges)


6. Assist with scheduling needs for survivors; update staff calendars as needed.


7. Perform administrative/clerical duties such as follow up calls, filing, photocopying, and faxing as necessary and assigned.

QUALIFICATIONS

• High school degree with proven work experience as a Receptionist, Front Office Representative, or similar role.


• Additional certification in Office Management and experience answering a hotline is a plus.


• Proficiency in Microsoft Office Suite.


• Hands-on experience with office equipment (e.g., fax machines, printers, postage meters).


• Professional attitude and appearance.


• Solid oral, written and verbal communication skills.


• Ability to be resourceful and proactive when issues arise.


• Strong organizational abilities and team participation skills


• Multitasking and time-management skills, with the ability to prioritize tasks.


• Positive customer service/customer focused attitude.

• Maintains staff and Survivor confidentiality


• Has the ability to work with a diverse population and provide culturally competent advocacy for same.

Work Environment and Physical Demands

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 accommodation may be made to enable individuals with disabilities to perform the essential functions. This position is generally performed in a standard office environment and is moderately active. Work may include sitting and standing for long periods of time. Work in this environment will result in regularly assisting people in acute distress or crisis.

While performing the duties of this job, employees are regularly required to sit, walk and stand; talk or hear, both in person and by telephone; and lift up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus.

MENTAL DEMANDS

While performing the duties of this job, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve non-routine and complex inter-personal issues on behalf of survivors; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with community partners, staff, vendors, survivors, the public and others encountered in the course of work, some of whom may be dissatisfied or abusive individuals. Employees must be able to control their emotions and remain calm. This may be a high stress occupation and self-care is essential as is the ability to handle stress in a positive manner.

Must have a pleasant personality and be able to deal with emergencies in a timely and effective manner, while streamlining office operations. Multitasking and stress management skills are essential for this position. Must maintain standards of conduct that are empowerment-based and nonjudgmental.

JOB RELATIONSHIPS

Supervises:               None

Supervised by:        Advocacy Services Coordinator

ACKNOWLEDGEMENT:

 This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
The employee’s signature below constitutes the employee's understanding of the requirements, functions, and duties of the position.

Equal Opportunity Employer: Project Woman of Ohio is committed to building and maintaining a workforce that reflects human diversity and improves opportunities for all. The agency is committed to equal opportunity, affirmative action, and eliminating discrimination. Project Woman does not discriminate on the basis of age, ancestry, color, disability, gender identity or expression, national origin, race, religion, sex, sexual orientation, or any other basis under the law, in its employment.