Crisis Call Intake Specialist

Cause Areas


Mon May 02, 2016 08:00 AM - Mon Apr 17, 2017 05:00 PM


P.O. Box 34318Indianapolis, IN 46234


Crisis Call Intake Specialist

A Crisis Call Intake Specialist serves as the first point of contact for clients entering or phoning our crisis center and provides referrals addressing immediate needs of our clients. The Specialist will field incoming calls to Beacon of Hope Center for Women, Inc. crisis lines, complete the intake process for new clients, manage information given to callers who do not need shelter and provide quality customer referral service to those who do.

Primary Responsibilities:

  • Answering all incoming calls, including crisis calls, informational calls, follow-up contact calls and calls for staff members
  • Completing crisis call assessment forms with callers to determine program eligibility and appropriateness
  • Providing information and supportive services for staff, residents and visitors at the front desk
  • Performing other administrative duties as requested by the Director of Victim Advocacy Services or Crisis Call Team Leader
  • Maintaining complete, accurate and timely information on callers and completing subsequent data entry
  • Monitoring security systems, respond to alarms appropriately and apprise management of any security issues
  • Following agency rules and protocols for admitting people to the center
  • Fostering an environment of respect with clients, callers and staff
  • Providing clients with information and support as appropriate
  • Performing security checks within the center to increase safety of staff and residents
  • Representing Beacon of Hope Center for Women on the telephone with other agencies and the community at large
  • Work with other agency staff on projects or initiatives as directed by the Director of Victim Advocacy Services or Crisis Call Team Leader


  • Ability to stay calm and use appropriate judgment in responding to crisis and security situations
  • Critical thinking and evaluation skills
  • Positive attitude with callers, clients, staff and volunteers
  • Ability to work both independently and as a team
  • Ability to handle multiple tasks
  • Excellent communication skills (verbal and written)
  • Attention to detail in record keeping, coordination and documentation
  • Awareness and adherence to confidentiality and boundaries
  • Excellent organizational skills
  • Punctuality and dependability
  • Ability to problem solve and make appropriate decisions in urgent situations

Required Qualifications:

  • Bachelor’s degree in social work, human services, psychology or related field OR previous experience in working with traumatized persons
  • One or more years human/social services experience
  • Working knowledge of Microsoft suite including Word, Power Point and Excel
  • Excellent typing skills
  • Commitment to non-violent and cooperative work environment
  • Commitment to providing quality and equitable services to all clients regardless of race, ethnicity, sex, gender identity, religion, age or sexual orientation
  • Ability to pass a criminal background check

Preferred Qualifications (not required)

  • Fluency in Spanish
  • Knowledge of community resources
  • Knowledge of Access
  • Experience with Case Management Software


  • Spanish
  • Multi-Tasking
  • People Skills
  • Grant Writing / Research
  • Crisis Intervention
  • Child Care

Good Match For

Teens People 55+ Group

Requirements & Commitment

  • Driver's License Needed
  • Background Check
  • Must be at least 18
  • Orientation or Training
  • 2 part-time days per week/1 full-time day per week
  • Must be empathetic and understand the dynamics of domestic violence.

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