On-call Hotline Counselor

Lutheran Settlement House is part of a movement rooted in radical compassion and focused on making lasting, meaningful change in people’s lives and in our community. The voices of our clients guide our work, telling us what supports they need and what needs to change in our city. Our staff shares deeply held values that make us a welcoming, responsive, and reliable safe haven for some of Philadelphia’s most vulnerable populations. We accompany our clients in times of crisis, we are catalysts for building community, and we joyfully celebrate the strength of those we serve. If this sounds like you, if you’re looking for a workplace where you can live out your values and a workplace that values your growth and development, we invite you to apply.

Scope of Position:

Under the supervision of the Bilingual Domestic Violence Program’s (BDVP) Hotline Manager, the Hotline Counselor is primarily responsible for providing hotline counseling and referrals to victims of domestic violence and their families on the Philadelphia Domestic Violence Hotline (PDVH). The Hotline Counselor ensures the normal ongoing operations of LSH’s hotline phone systems during their shift. In partnership with three other DV organizations, LSH covers the hotline, Monday to Friday, 7am-9pm. The On-call Hotline Counselor serves as a back-up to regularly scheduled counselors in cases of vacations or time-off. This position is on site at LSH’s main office with opportunities for additional hours as schedule allows.

Functions and Duties:

• Provides as needed in office hotline coverage during evening shift, and as needed on other shifts.
• Provides trauma informed telephone crisis counseling, advocacy and referral services to victims of domestic violence and their families.
• Maintains accurate confidential participant records and documents client contact and related hotline activities in BDVP’s secure database on a regular basis.
• Maintains up-dated and accurate resource and referral system on domestic violence, Protection from Abuse (PFA) court orders, drug and alcohol use, mental health, housing/shelter, and other related issues.
• Remains current with local, state and federal laws that impact services to domestic violence victims and their
• families.
• Participates in team/staff meetings, in-service/volunteer trainings, and other LSH-BDVP functions as may be required.
• Meets regularly with Hotline Manager for supervision to review hotline activity, service issues, and other program matters. This includes a routine review of service documentation and other program information to assure compliance with program standards and agency service goals.
• Performs other duties as required.

Qualifications:

• An Associates Degree in the field of human services or a high school diploma (or an equivalent) is preferred. Experience in a hotline or other fast-paced environment, crisis counseling, de- escalation, and mental health is a plus.
• The individual is expected to demonstrate understanding of the dynamics of domestic violence, knowledge of community resources, and sensitivity to the needs of domestic violence victims and their families.
• The individual is expected to present good-listening skills; demonstrate effective problem solving skills; be able to work with a diverse group of individuals; and be able to work flexible and evening hours.
• Completion of a state mandated 40-hour domestic violence training and 5 hours of double staffing is required and can be completed upon hiring.
• Bilingual in English and Spanish is preferred.

LSH is committed to creating an inclusive experience for all. Regardless of race, gender, religion, sexual orientation, age, disability, or identity, we firmly believe that we serve our communities best when everyone feels free to be their most authentic self. We value diversity and are committed to promoting it! We are an equal opportunity employer and applicants from diverse backgrounds are strongly encouraged to apply.

Bilingual in English and Spanish is preferred. Bilingual in other languages is a plus. We value diversity and aim to have our staff diversity mirror our client population. We strongly encourage BIPOC applicants and other diverse backgrounds to apply.