Position: House Monitor/Hotline Counselor
Department: Casa Sandra – Transitional Housing Program for Social Change
Location (s): Bronx
Reports To: Program/Property Manager & Hotline Coordinator
Classification: Part Time/Per Diem – Non-Exempt
The Violence Intervention Program (VIP) partners with Latinx communities to end gender-based violence. Created as a grassroots response to intimate partner violence and sexual assault, VIP has always centered survivors in its leadership and has worked to create a community of staff that reflects the rich national, ethnic and racial diversity of the communities it serves. VIP runs three non-residential social service programs and two residential shelter and housing programs, in addition to a robust communications and outreach department.
Casa Sandra, or the Transitional Housing Program for Social Change (THPSC) is a transitional 5 story complex for survivors of intimate partner violence, housing 15 families. Survivors and their dependent children are provided with one-year leases and supportive services in order to help them stabilize post-crisis, and find a path towards permanent housing. Staff works with each participant to create an individualized service plan that addresses the holistic needs of each family. Supportive services include: case management, access to health and wellness services, housing advocacy, educational/vocational workshops, financial planning, and job preparation, attainment and retention.
Summary of Position:
The primary responsibility of the House Monitor/Hotline Counselor is to monitor the building, ensuring safety of all residents, staff and visitors. In addition, the House Monitor/Hotline Counselor will serve as back-up for response to our 24/7 bilingual hotline to victims/survivors of gender-based violence. You will conduct hotline intakes and assist callers with immediate crisis intervention.
- Ensure House Monitor/Hotline Counselor telephone extension is logged in and functioning.
- Troubleshoot and or Report any technology malfunctions.
- Conduct regular inspection of Casa Sandra to ensure all roof doors, playground doors, basement doors, and community room windows are locked and secured.
- Ensures there are no property damages and follow protocol and procedure to report incidences that may cause loss or damage of property.
- Follow internal protocol when handling emergencies.
- Inquires, allows access, and directs visitors to building in a courteous manner and maintains appropriate log (s).
- Provides access to vendors, such as: utility companies, repair companies and others such as deliveries of furniture, packages, etc and maintains appropriate log (s).
- Completes daily report in log book(s) covering activities of shifts and communicates with next shift and or supervisor.
- Provides access to the laundry room to participants during the hours of 6am to 10pm.
- Ensures that the common areas of Casa Sandra such as the community room, laundry room, play room and the computer resource room is well maintained and clean after use, are not vandalized and that the doors are locked after-hours.
- Overnight shift: will be required to activate and de-activate alarm system.
- May be required to make copies, post events and reminders in common areas and support staff during activities.
- Periodically checks the security cameras for unusual occurrences and follows internal protocol to report these disturbances.
- Works and communicates with staff, residents, visitors and callers to meet their needs in a polite, courteous, and cooperative manner.
- Perform light custodial duties, to ensure a clean, safe and hazard free environment.
- Facilitate accessibility to all reports, records and files, as needed.
- Maintain all logs, data and resource for auditing and compliance purposes.
- Attend program/agency staff meetings.
- Capacity building in all programs of the agency – each staff member will demonstrate competency with incorporating financial literacy in the performance of their responsibilities.
- Perform other tasks as required, including any related supervisory and administrative duties as needed.
- Respond to all incoming calls via the hotline and transfer calls to appropriate program/services.
- Provide crisis counseling, crisis intervention, advocacy information and referrals, translation, safety planning and securing shelter space.
- Report language access issues as they occur to Deputy Director for Programs and Executive Director.
- Keep record of all requests via the hotline in a central location.
Data Collection & Entry:
- Accurately record all required information that will be pertinent to identified outcomes
- Collect and analyze data to enhance service delivery for the purpose of achieving outcomes
- Make recommendations for improvement or enhancement to data processes to ensure standards in data entry, collection, and retrieval are achieved
- Associates Degree; Bachelor’s preferred
- Fully Bilingual in English/Spanish
- Must have prior work experience in a residential/housing program facility
- Prior experience providing crisis intervention counseling via hotline a plus
- Knowledgeable in working with diverse communities, particularly Latinos, low-income, immigrant and people of color) and deliver culturally competent services
- Excellent writing, communication and documenting skills
- Must have the ability to operate office equipment such as computers, copy machine, fax machine, phone systems, etc. with strong internet and software skills; incl. Microsoft Office and client database
- Must have the ability to lift at least (30lbs) and travel via public transportation (bus, train, etc.)
- Must pass background check to include employment, criminal and child abuse.
- Must be able to handle crisis situations with professional decorum and control.
- Has a good understanding of professional boundaries.
- Able to deal courteously, professionally and tactfully with residents, visitors, vendors and staff.
- Able to understand and execute oral and written instructions.
- Able to work irregular shifts (nights/days and/or weekends) and under adverse weather conditions.
- Must be able to exercise good judgment and sensitivity at all times
- Must ensure agency, program and client confidentiality at all times.
- Displays high standards of ethical conduct. Exhibits honesty and integrity. Refrains from theft-related, dishonest or unethical behavior.
- Must be reliable.