Crisis Hotline Case Manager

Under the supervision of the Program Lead, the Crisis Support Advocate provides support to both shelter residents and non-residential survivors of domestic violence and human trafficking. This role involves crisis intervention, residential milieu support, as well as responding to a 24-hour hotline and online chat.

What You'll Get:

• Hybrid Remote Model with a company laptop.
• Manageable caseload for quality care.
• Paid Holidays, Vacation, and Sick time.
• Comprehensive benefits, including Health Plan Options (95% premium coverage).
• 403(b) Retirement Plan with match.
• Additional pay for bilingual staff.
• Free Headspace mindfulness app access.
• Eligibility for State Loan Forgiveness Program.

Duties and responsibilities

• Provide crisis intervention, safety planning, and system navigation.
• Offer peer counseling, group counseling, and domestic violence education.
• Conduct shelter intakes in person, via the 24-hour crisis hotline, and online chat services.
• Facilitate referrals and linkages to community resources.
• Document and maintain client records per appropriate standards and regulations.
• Train volunteers and new staff on hotline and safe chat procedures.
• Attend program trainings and community meetings.
• Assist with shelter operations, donation management, and resident activities.
• Provide client transportation as needed.
• Respond to emergencies during off-hours as required
• Complete other duties and related projects as assigned.

Education & Experience:

• Bachelor's degree in social work, psychology, women's/gender studies, or equivalent combination of relevant experience and education.
• One year or more experience working with survivors of Gender Based Violence or trauma.
• One year or more experience working in an office setting.
• Must have completed, or be able to complete upon hire, the California state-mandated 80-hour training for Domestic Violence and Human Trafficking Advocates.

Knowledge, Skills & Abilities:

• Ability to perform the duties and responsibilities described above.
• Ability to work independently as well as with a team.
• Ability to prioritize workload and manage multiple responsibilities effectively
• Ability to handle sensitive and confidential matters and respond as required.
• Emotional Resilience, with ability to manage stress.
• Basic Microsoft Office proficiency. 
• Driving Requirements: This position may require driving. Must have a valid California driver's license, current personal auto insurance, and a driving record that meets the agency's auto liability policy requirements.
• Language Skills: verbal and written fluency in English is required. Bilingual skills in Spanish, Mandarin, or Vietnamese, are preferred but not required.

Competencies:

• Ability to communicate well with people of diverse cultural professional and experiential background.
• Ability to establish and maintain effective work relationships as part of a multi-disciplinary team.

Working conditions

This job requires you to be in the community. Driving is required with local travel up to 10% of the time. Work is often conducted in a confidential shelter environment. Basic safety precautions and the use of protective clothing or gear may be required. Working with survivors of human trafficking and intimate partner violence may increase exposure to secondary trauma.

Physical requirements

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.

While performing the duties of this job, the employee is required to regularly sit for extended periods of time; and regularly operate a computer and use manual dexterity for tasks such as keyboarding. The mental demands of the job include continuous comprehension, reasoning, decision making, reading, writing, and resilience.

AACI is an Equal Opportunity Employer.