Bilingual Hopeline Advocate

Organizational Overview

ECLI-VIBES is a not-for-profit human services agency dedicated to providing comprehensive and high-quality services to survivors of abuse and violence. 

Our Culture

We believe that by continually learning and growing, we can better serve our clients and community. We encourage vulnerability and teamwork, where individuals feel safe to share their ideas and perspectives and work collaboratively toward our shared goals. We believe that by fostering a culture of trust and open communication, we can create a supportive and inclusive work environment where everyone can thrive. 

Core Values

The client is at the center of everything that we do. We allow the client to tell us what they need and nothing is ever expected in return. 

ECLI-VIBES provides a safe place where magic happens. We strive to offer a space in which a person or group of people can feel confident that they will not be exposed to judgment or discrimination. When an individual feels safe, growth can occur. 

Empowerment towards endless possibilities. Empowerment is power reclaimed. Empowered individuals shape their own outcomes and break cycles.

Hopeline

Our Hopeline is our “front line,” greeting walk-in clients face-to-face, and answering phone calls from new and returning clients. Hopeline offers real-time support to individuals in crisis, meeting each client’s needs with urgency and care. Hopeline connects walk-ins and callers with internal services offered at ECLI-VIBES, including safety planning, counseling, SAFE forensic exams, legal advocacy and housing assistance. Hopeline also connects clients with external services, such as making substance use and recovery referrals. Hopeline helps empower callers with knowledge and tools for safety and self care.

Position Summary 

The Bilingual Hopeline Advocate provides compassionate, trauma-informed support in English and Spanish to individuals in crisis in person, and by telephone, chat, or text. This position is responsible for assessing immediate safety concerns, offering emotional support and crisis intervention, providing information and referrals to community resources, and documenting interactions according to organizational protocols. The Bilingual Hopeline Advocate ensures that all client/caller interactions are handled with confidentiality, respect, and cultural sensitivity.

Please note this job description does not contain a comprehensive list of job activities, duties, or responsibilities of this position. Duties, responsibilities and activities evolve in accord with agency needs and funding requirements.

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Bilingual English-Spanish Fluency:

• English-Spanish proficiency is a required skill for this position.

Crisis Intervention and Support:

• Provide 24/7 emotional support to victims of crime, including domestic violence, sexual assault, elder abuse, trafficking, and child abuse.
• Conduct crisis intervention through active listening, validation, and trauma-informed support.
• Assist callers in developing safety plans and offer guidance on available legal and support services.
• Provide immediate referrals to internal programs or external agencies for further assistance.
• Address walk-ins in crisis, providing on-site support and connecting them with appropriate resources.

Hotline Call Management:

• Maintain real-time call logs, accurately documenting caller demographics, concerns, and referral outcomes.
• Ensure that call records are complete, confidential, and up-to-date.
• Follow standard operating procedures for call handling, including risk assessment and documentation.
• Monitor the hotline system to promptly respond to incoming calls.

Follow-Up and Coordination:

• Conduct follow-up calls on internal and police-referred cases within 24 hours to ensure ongoing support and safety.
• Maintain communication with law enforcement to facilitate follow-up and case coordination.
• Serve as the Domestic Violence Liaison (DVL) to manage waivers and coordination with the Department of Social Services (DSS).
• Accompany victims to police precincts as needed, providing advocacy and support.

Emergency Response:

• Dispatch Rape Crisis Counselors (RCCs) to hospitals as needed for survivors requiring medical advocacy and forensic examination.
• Coordinate with hospital staff and crisis counselors to ensure victims receive trauma-informed care.

Documentation and Reporting:

• Accurately log caller demographics, crisis details, and outcomes in the agency’s database.
• Maintain confidentiality and comply with HIPAA Regulations.
• Ensure that all documentation follows agency policies.

Collaboration and Team Support:

• Work closely with other Hopeline Advocates, legal teams, and community partners to facilitate a coordinated response.
• Participate in case reviews and team debriefings to share updates and enhance response strategies.
• Assist in maintaining resource lists and referral networks for efficient support during calls.

 Education, Experience and Additional Eligibility Qualifications:

• Proficiency with Google applications and strong computer skills.
• Crisis management or emergency response experience.
• Bilingual Spanish-English required. 

Preferred Education, Experience and Eligibility Qualifications:

• Bachelor's degree in fields such as social work, public administration, sociology, psychology or related fields.
• Possession of a valid driver's license and access to a reliable vehicle.

Additional Qualifications:

• Commitment to social justice and survivor empowerment.
• Passion for holistic support and advocacy for survivors.
• Understanding of trauma-informed and human-centered approaches.
• Strong organizational skills.
• Excellent time-management skills and the ability to prioritize multiple tasks.

Work environment:

This position is primarily an in-office role, with a primary workspace that can vary between a  shared or private space, and may occasionally be remote. When the employee is in a cubicle there may be constant background noise from other cubicles, volunteers and meetings throughout the office. 

Physical demands:

While performing the duties of this job, the employee is regularly required to sit for long periods of time; regularly use hands and fingers, such as for computer input; reach with hands and arms; and constantly communicate to clients by talking and listening. This position requires regular standing and walking within the office environment, as well as occasional standing and walking in the community. 

Position type and expected hours of work:

This is a full time position. The regular work week is Monday through Friday. Work hours for this position may vary between 9:00am and 9:00pm Monday through Thursday; and are 9:00am to 5:00pm on Fridays. Employee must be able to work a flexible schedule.

Travel:

Occasional local travel, although not a requirement of the position, may be requested to accompany a client to local police departments or court.  

Equal Opportunity Employment Employer: 

ECLI-VIBES is an equal employment opportunity employer. We are proudly committed to an inclusive workplace that celebrates and honors the value of unique perspectives and lived experience. We consider all qualified candidates for employment, and warmly welcome applications from those who identify as being, or possessing charateristics of, groups historically underrepresented in the workplace including but not limited to survivors of domestic violence, sexual assault and human trafficking; people of color; people with disabilities; women; LGBTQIA+; older; pregnant; and foreign-born residents.