Sexual Assault/Domestic Violence Spanish-English Out-of-Office Support Line Counselor


Cause Areas


It's flexible! We'll work with your schedule.


375 South Third StreetSan Jose, CA 95112


IMPORTANT:We typically reply within 2 business days. If you are not receiving our messages, please check your spam/junk mail folder.

Location: Your home.

Director: Director of Support Services

Supervisor: Crisis Support Manager

Purpose: To provide emotional support, resources, tools, and options for members of our diverse community, who have experienced/been affected by sexual assault and/or domestic violence, and are reaching out, calling the Support Line.

Major Responsibilities:

  • Using a personal landline/cell phone, answer telephone calls made to the YWCA’s 24-hour, bilingual English-Spanish Support Line. Important! We use a remote Answering Service to ensure that your personal landline/cell phone number is kept confidential from callers.
  • Engage in respectful and active listening. Provide callers with support and information, and validate their experiences.
  • Interact with sensitivity to the needs of individuals affected by trauma.
  • Ask open ended questions, and take the time to understand callers’ needs beyond what is first expressed.
  • Provide callers with information on YWCA/community services and personnel, and connect as appropriate.
  • As needed, contact the Support Line "back-up" person for any support, guidance and direction.
  • Work in compliance with all legal requirements, and organizational and departmental policies, procedures and standards. Complete all required documentation within requested time frames.
  • Maintain Counselor/Victim Privilege of Confidentiality as legally required under California Evidence Codes.
  • Mandatory: Immediately report to a supervising employee, the Supervisor, and/or the Director, any known or suspected instance of child abuse/neglect, elder abuse, and dependent adult abuse.

Required Qualifications:

  • Fluent Spanish-English speaking, writing, and reading skills. Knowledge and understanding of diverse Latino/a cultures.
  • Interest in, and a commitment to, continuous learning about sexual assault and domestic violence, and the needs of victims/survivors.
  • Ability to listen to callers actively and respectfully, and respond with warmth, compassion and empathy.
  • Ability to work as a member of a team, be open to feedback, and seek guidance, direction and input from others.
  • Ability to practice cultural humility, i.e. maintain an interpersonal approach that is other-oriented in relation to aspects of cultural identity that are most important to the person. Ability to work with/support individuals from diverse cultural and socio-economic backgrounds.
  • Commitment to developing knowledge, skills and abilities to better connect with individuals and communities, and to gaining more insight into personal biases and identities. This includes, and is not limited to, treating all people with respect and dignity, recognizing and appreciating cultural differences, and working to interact with greater cultural sensitivity.
  • Ability to empower victims/survivors by providing emotional support, resources, tools, and options based on what the victim/survivor is requesting, avoiding words and actions based on personal perspectives, judgments, and bias.
  • Ability to be non-judgmental, open, honest and calm, and maintain professional boundaries.
Training & Other Requirements:
  • Completion of the CA State-mandated Sexual Assault/Domestic Violence Counselor 65hr Training (hosted by the YWCA).
  • Completion of additional training /orientation sessions, including observation sessions, to develop personal comfort level with taking calls.
  • Clearance on a background check, including DOJ & FBI fingerprinting.
  • Completion of all policies and procedures documentation.
  • Maintain Sexual Assault/Domestic Violence Counselor Certification by completing 8 hours of Mandatory Continuing Education and Training (MCET) within each 12month period from the date of completion of the Sexual Assault/Domestic Violence Counselor 65hr training.

Time Commitment: Minimum of 175 hours of service (post-training).

Volunteer one shift or more each week, on a mutually convenient schedule, from the following options:

  • 4:30pm (evening) - 8:30am (next morning), Mondays, Tuesdays, Wednesdays, and/or Thursdays,
  • From 5:00pm on Fridays through to 10:00am Saturdays.
  • From 10:00am on Saturdays through to 5:00pm on Saturdays.
  • From 5:00pm on Saturdays through to 10:00am on Sundays.
  • From 10:00am on Sundays through to 5:00pm on Sundays.
  • From 5:00pm on Sundays through to 8:00am on Mondays.

YWCA Silicon Valley is an equal opportunity provider and does not discriminate against individuals on the basis of race, color, national origin, gender/gender identity/gender expression, sexual orientation, age, religion, creed, immigration status, socio-economic status, familial/marital status, veteran status, medical status, being differently-able, or any other basis prohibited by law.

July 2016.


  • People Skills
  • Problem Solving
  • Cross-cultural Communication
  • Verbal / Written Communication
  • Crisis Counseling
  • Spanish

Good Match For


Requirements & Commitment

  • Background Check
  • Must be at least 18
  • Orientation or Training
  • Ranges from 2-3 hrs/week to 6+ hrs/week

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