Overview of Position: Members of the crisis line group are responsible for answering the phone and answering a variety of questions, including giving out information about community resources, answering questions about the Crisis Center, and screening potential shelter clients. Members will educate caller about the services our organization offers, find out what their most current needs are, and assist them within the context of the organization’s mission. Members will then relay information to the rest of the group via Salesforce. Members will communicate with staff about shelter needs and other requirements.
Time commitment: We seek at least 10 volunteers - which would require each volunteer to cover 3 shifts per month from 6 p.m.- 7 a.m. If there are fewer than 10 volunteers, we would ask that each volunteer commit to four nights each month. Day shifts are also available.
Specific Tasks: Answering the crisis line and fielding a variety of questions and requests. Being able to make decisions about which caller’s requests fall within the scope of the organization and which ones require referral. Screening potential shelter clients and notifying staff of new clients needing to come to shelter. Volunteers will document calls in Salesforce and communicate with advocates concerning follow up calls. A staff member is always available to answer any questions or concerns.
Qualifications/Requirements: Must be at least 18 years of age. In order to be considered for position, the following needs to be accomplished:
v Complete the volunteer application;
v Interview with the Volunteer Coordinator;
v Attend the general volunteer orientation (3 hours);
v Pay for your background checks;
v Pass background and reference check (at least two references outside of family members);
v Pass and complete CCADV and mandated reporter online training;
v Attend the direct service training;
v Complete 6-10 hours of hands-on training at the shelter;
v Attend volunteer education/support meetings;
v Pay for and pass TRAILS (child abuse database) check;
v Commit to one year of service to the Crisis Center.
v Crisis Line Training
v Ability to cope with emotional and stressful situations
v Good writing skills for communicating call information to others in Salesforce
v Ability to learn/use Salesforce program.
Volunteer must be able to work independently and maintain a compassionate image in line with the beliefs of the Crisis Center. Position can be highly stressful; attendance at monthly meetings is mandatory to ensure good self-care and continuing education and communication. Volunteers are required to make a minimum year commitment. Ability to answer the phone at any time during the shift is a requirement. Must be able to travel to/from shelter to pick up the crisis line phone.
Benefits to Volunteer: Become an integral part of the Crisis Center’s programs; have first hand contact with individuals in our community who are victims of domestic violence; be an advocate for the Crisis Center and survivors of domestic violence.
Location: Day shifts are at shelter. Weekend and overnight shifts have a cell phone, which allows members on call to be pretty much anywhere, but you MUST be able to answer the phone at any time.
Volunteer goals for this position:
- Take an active role in assisting shelter staff with maintaining a 24 hour crisis line
- Become a mentor for future volunteer advocates
- Educate the community about domestic violence, the free services the Crisis Center offers, and all the other community services available.
- Gain experience and training in working directly with survivors of domestic violence
- Be an integral part in the success of the Crisis Center’s programs