Position Summary
As a Crisis & Support Line Specialist, you will serve as a compassionate first point of contact for survivors reaching out to HAVEN’s 24-hour Crisis & Support Line. Volunteers provide emotional support, crisis intervention, safety planning, and resource referrals to individuals impacted by intimate partner violence. This role is critical in ensuring that every caller feels heard, validated, and supported in a non-judgmental and empowering environment.
Key Responsibilities
- Answer incoming calls on the 24-hour Crisis & Support Line during scheduled shifts.
- Provide emotional support and active listening using a trauma-informed, empowerment-based approach.
- Collaborate with callers to assess immediate safety and develop individualized safety plans.
- Provide accurate information and referrals to HAVEN’s internal programs (shelter, counseling, legal advocacy, etc.).
- Offer external referrals for services such as legal aid, housing, employment, and healthcare.
- Support callers in understanding their options without giving direct advice or making decisions for them.
- Accurately and confidentially document all calls and interactions per agency protocol.
- Maintain confidentiality and uphold ethical boundaries at all times.
- Attend required training sessions and participate in ongoing supervision and debriefings.
- Must be at least 18 years of age.
- Completion of HAVEN’s 24-hour Core Skills & Values training.
