As a Crisis Line Volunteer at Latimer House, you will play a crucial role in providing immediate support to individuals experiencing intimate partner violence or sexual assault. This position involves answering crisis calls, offering compassionate de-escalation and emotional support, and connecting callers with appropriate community resources. Your role is essential in helping to stabilize individuals in crisis and guide them towards the assistance they need.
Basic Requirements
- Completion of volunteer application and interview
- Successful completion of appropriate screenings: Hilltop Non-Residential Background Check without CAPS or MVR, TRAILS Child Abuse Screening and Fingerprinting
- Complete program orientation and position specific training: 15 hours Domestic Violence & 30 hours Sexual Assault training plus 2 hours of Continuing Education Annually
- Computer and organizational skills
- Attend Semiannual Trainings
- Dependable and responsible
- Maintain client and family confidentiality
- Ability to be non-judgmental, tolerant, patient, empathetic and handle high stress during crisis situations
- Good listening and communication skills
- Complete and submit volunteer hours to position supervisor monthly
- Abide by all Hilltop policies/procedures and Code of Conduct
- Minimum age requirement: 21 years
Key Responsibilities:
- Crisis Call Response: Answer incoming crisis calls with empathy, professionalism, and a non-judgmental attitude. Utilize de-escalation techniques to manage and calm individuals in distress, providing immediate emotional support and reassurance.
- Support and Compassion: Offer a listening ear and emotional support to callers, validating their experiences and concerns. Provide information and guidance on coping strategies and resources available for immediate and ongoing support.
- Resource Connection: Assess the needs of each caller and connect them with relevant community resources, including shelters, counseling services, and legal assistance. Ensure that referrals are made to appropriate agencies or support services based on the caller’s specific needs.
- Documentation and Reporting: Accurately document each call, including relevant details and actions taken, while maintaining confidentiality and adhering to privacy guidelines. Report any urgent issues or patterns observed to the Crisis Line Supervisor for further action.
- Training and Adherence: Participate in all required training sessions, including crisis intervention techniques, confidentiality protocols, and organizational policies. Adhere to Latimer House's guidelines and protocols for handling crisis calls and providing support.
