The Contact Center Counselor is a 40 hour per week, every other Saturday position that provides the first (and often only) contact that many victims and others have with The House of Ruth Maryland. The Counselor offers customer service, information and referral, crisis intervention counseling, and technical assistance in response to telephone, e-mail, chat, HRM website and occasional walk-in inquiries.  The Contact Center Counselor has two primary responsibilities: to provide Line One coverage and back up coverage to the 24/7 crisis hotline, and to make outreach calls to victims following a police incident and to former HRM participants.  This position is an expert in the dynamics of intimate partner violence and House of Ruth Maryland’s philosophy, programs, and services.   Callers to the Contact Center comprise individuals from the full range of cultural and socioeconomic sectors.  Victims and those calling on behalf of victims are scared, hopeful, worried, angry, concerned, and hurt.  The Contact Center Counselor must have the maturity and skills to work with people in many different capacities, and must have a firm understanding of trauma, the effects of trauma, engaging traumatized people, and must be comfortable working in a Voluntary Services program model.  The Counselor is a creative, energetic problem solver who exercises initiative to help callers and is a skilled professional who has excellent crisis intervention skills including empathy, compassion, listening, patience, and the ability to assess each victim’s situation relative to lethality, assist them in making a safety plan and engage them in appropriate services. The Counselor is responsible for developing an excellent working relationship with other HRM programs and its staff, to ensure the timely, effective and seamless provision of services.  This position is an essential staff position that works afternoon and evenings until 8pm, as well as two Saturday shifts per month 10am-6pm.  Primary location is Baltimore City.

Primary Responsibilities:

• Shares responsibility with Contact Center Counselors for live response to calls, chats, and walk ins during designated shifts as needed, including a shift every other Saturday. 

• Provides crisis intervention, empathy and immediate safety planning to victims at risk of serious injury from intimate partner violence. 

• Provides compassion, support, patience and information and referral to all victims, families, friends, professionals, donors and other individual callers during designated shifts.

• Spanish speaking staff members share coverage and triage services at HRM’s Highlandtown office to ensure victim access for Spanish speaking victims and survivors.

• Assists with data entry of all Hotline Call Reports in client database system (ETO).  All entries to be completed on a timely basis, usually within 24 hours of receipt.

• Assists with outreach calls and data entry for Lethality Assessment and Follow Up Programs as needed, offering additional safety planning, intimate partner violence education, linkages to HRM programs and services, and information about other appropriate community resources.   Makes and documents three attempts to contact victims within 72 hours of receiving reports.

• Refers former program participants still in danger to the Service Coordination and Legal programs for additional assistance. 
• Performs face to face triage services for Lethality Assessment Program drop off victims, walk in victims, and the occasional shelter client in crisis.
• As part of Contact Center staff, acts as front office backup in the Administration building.
• Maintains and refreshes the resource directory to ensure that it is accurate and up to date.
• Responds to requests received through the HRM chatline, website, Info Line, and social media.

• Participates in Contact Center Team meetings.

• Provides relief and back-up coverage for Shelter staff on Saturdays in emergency and urgent situations if required..

Experience/ Requirements:

• Associates degree in human services field or 2 years’ experience in call center or victim centered services.
• Two years’ experience answering hotline or working in customer service.
• Knowledge and understanding of intimate partner violence. 
• Oral fluency in English and Spanish highly preferred.
• Demonstrated ability to work quickly and calmly in a crisis.
• Demonstrated ability to make decisions which de-escalate conflict and/or resolve a crisis effectively.
• Knowledge of local human services programs/ agencies and housing resources.
• Excellent oral and written interpersonal skills with a strong ability to relate to a diverse range of individuals including victims, children, donors, business leaders, human service providers.  Particular emphasis on communication over the telephone.
• Demonstrated ability to work independently and juggle multiple competing tasks and timelines.
• Experience working with volunteers.
• Knowledge or ability to learn database management systems.
• Must pass Criminal Background Check.