Outreach Hotline

Job Overview

Provides empowerment-based advocacy, safety planning, supportive counseling, crisis intervention and service management to Outreach participants. Provides information, referrals, and counseling to participants. Provide crisis intervention and referral services to phone callers.

Responsibilities and Duties

• Greets Outreach participants and agency visitors. Schedules participants with advocates. Informs Spring advocates and other on-site partners when participants arrive.
• Answers Outreach hotline calls and provides safety planning, information, referral, and links/schedules for services.
• Maintains the neat appearance of the waiting rooms, conference room, and break room.
• Responsible for placing, picking up and stocking outreach’s supply order.
• Responsible for copy machine running smoothly ordering supplies and parts when needed.
• Assists with setting up groups and meetings.
• Responsible for making files for intakes. 
• Assists with statistical reporting for the program.
• Assists with data entry for funders.
• Meets with participants to assist with Injunction for Protection paperwork.
• Will process Injunction for Protection paperwork into the Clerk’s system.
• Schedules intakes with Outreach participants for advocates. Works with individual participants to assess the lethality of the situation and develop a safety plan. Assesses the participant’s individual strengths and needs, identifies strengths and challenges present, offers options and assists the participants in selecting from the options available. Coordinates services with appropriate community resources and refers participants and children to necessary support services.
• Has a comprehensive understanding of the dynamics of domestic violence, service programs, and confidentiality and privilege
• Attends agency meetings and all other meetings as assigned
• Refers participants to community resources and other organizations based on the participants needs.   
• Service management and documentation meets DVP program standards.
• Provides on-going safety planning with participants.
• Assists participants with arranging for transportation and directions to appointments.
• Maintains participant files and ensures data is entered into WS immediately after all participant contact.
• Maintains written records required for statistical reporting. Compiles statistical information of services rendered and submits monthly.
• Completes intake documents and procedures.
• Completes and reports all assessment tools required by contract.
• Consults with supervisor on a regular basis, regarding all agency, participant, and service management issues.
• Facilitates group(s), as assigned.
• Assists with training and managing of new volunteers and interns, as assigned.

Occasional duties or projects which may be performed at irregular intervals

• Facilitates weekly support groups
• Assists with community presentations and trainings.
• Assists with data collection for research and/or scholarly studies.
• Performs other related duties as requested.

Accountability: Areas in which the position is accountable/responsible

• Participant Service: Maintains participant satisfaction and quality of services. 
• Records: Maintains complete and up to date participant files. Assists with statistical reporting and monthly billing.

Supervision Responsibility:

• None

Business-Related Contacts:

• Representatives of various community resources.

Prohibited Functions:

• Does not respond to requests from the media.
• Does not provide any service which could be interpreted as practicing law.

Education/Training/Experience

• Bachelor’s degree in social work or related field preferred plus 1 year of related experience.

Specialized or technical educational requirements:

• Bi-lingual required (English and Spanish).

Certification or Licensing Requirements

• Valid Florida Driver’s License with at least two years driving experience, active automobile insurance and an acceptable Motor Vehicle Report.
• Must be able to pass and maintain a Level II background check
• Requires 24-hour FCADV Core Competency training and additional 6-hours (30- hours total) to qualify for privilege status. Must successful pass written test.
• Requires on-going 16-hours of DV related training after the first year.

Physical Demands

• While performing the duties of this job the employee is regularly required to hear, talk, stand, sit, walk, use hands and reach. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.
• 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.

Work Environment:

• The work environment is normally that of an office atmosphere with a moderate noise level.  
• 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.

Additional Remarks:

This position requires the following:

• Demonstrated maturity and good judgment.
• Ability to handle crisis situations calmly and with expertise.
• A self-starter and the ability to perform with a high degree of autonomy and as part of a team.
• Ability to exercise independent judgment and decision making.
• Excellent organizational, analytical and time management skills.
• Excellent verbal and oral communication and presentation skills.
• Knowledge of domestic violence and victim issues, including advocacy activities, statutes and impact on children.
• Reliable transportation required.

Behavior Expectations:

The expectation is that each team member demonstrates knowledge of our company culture code and works in a way that aligns with our 15 fundamental behaviors. Our Guiding Principles are at the beginning of our culture code guidebook. We are…

• Survivor-Focused and Empowerment Based. The diverse voices of survivors inform the decisions we make. Survivors are encouraged to heal and move forward at the pace they set.
• Collaborative. Collaboration with our community partners helps create better outcomes for survivors while also ensuring knowledge of the services we provide.
• Diverse & Inclusive. Our team reflects the diversities of our community and the survivors we serve. We establish spaces and services that are supportive of all people.
• A Great Place to Work. People love to work here. We develop the potential of our staff and support their growth as leaders in this work.
• Honest & Ethical. We are transparent. We deliver on our promises. Each dollar we receive is used for its intended purpose and its greatest good.
• A Safe Space. Safety leads each interaction with survivors.
• Advocates. We tirelessly advocate for survivor safety, abuser accountability, and improving the overall system in our community.