Hotline Resource Specialist

1 month ago

Columbus, United States Lutheran Social Services of Central Ohio Full time

Hotline Resource Specialist

Full Time and Part Time * Days, Evenings, Nights

(include weekends)

Lutheran Social Services CHOICES for Victims of Domestic Violence has been the sole resource for victims seeking shelter in Franklin County for more than four decades, providing a Temporary Emergency Shelter, 24-Hour Crisis Hotline, DV Counseling, Legal Advocacy, Peer Support Groups and more.

The ideal candidate will share Our Mission: Creating a better world by serving people in need.

Responsibilities for a Hotline Resource Specialist with Lutheran Social Services:

  • Provide high quality crisis hotline services to determine need for community based or shelter-based services.
  • Responds to all inquiries with compassion, a soothing voice, and uses clinical skill to de-escalate callers and ascertain risk.
  • Participates in peer review as assigned.
  • Provide brief crisis counseling, domestic violence education, safety planning and relevant referrals to community-based services.
  • Provide clear directions for individuals and families to access CHOICES shelter.
  • Collaborate with law enforcement in providing Lethality Assessment Program (LAP) services.
  • Update client bed list notes daily and relay pertinent information to shelter staff and clients.
  • Conduct admission and screening interviews with individuals seeking shelter to determine appropriateness and eligibility for specialized shelter programs, including needs assessment and referral to internal services that best address individual needs.
  • Complete admissions process for incoming residents/clients including establishing clear and concise understanding regarding program expectations, policies and procedures, and obtaining appropriate releases.
  • Report all Entry/Exit shelter activity to necessary departments and Managers. Upon client exit, all Exit Summary data must be collected, processed and reviewed for accuracy.
  • Data entry of client infractions/incidents based on the shelter activity report to monitor average length of stay.
  • Regular participation in internal audits with respect to data quality to meet established and contracted standards.
  • Audit client files for accuracy.
  • Maintain professional standards in conduct and model appropriate behaviors.
  • Coordinate service delivery and effectively communicate with clinical and other shelter program staff members.
  • Actively participate in staff meetings.
  • Follow all protocols related to the security cameras, emergency evacuation and access to the building.
  • Participates in follow up activities/calls and encouraging recently discharged clients to engage in treatment using motivational interviewing

Requirements for a Hotline Resource Specialist with Lutheran Social Services:

  • Two years of college work, preferably in social work or human services fields, our-year degree in social work preferred; will consider HS diploma/GED with equivalent relevant experience.
  • One to three years' experience providing intake or crisis services preferred.
  • Ability to engage in problem solving process.
  • Ability to relate to clients with a variety of age, economic/educational backgrounds, personality types and problems.
  • Ability to quickly assess and prioritize information received.
  • Exhibits flexibility and ability to manage multiple demands in a fast-paced environment.
  • Ability to use a range of techniques and interventions.
  • Ability to utilize reference material such as maps, directions and street locations.
  • Basic knowledge of the demographic and human services network in Franklin County.
  • Demonstrated skills in the use of personal computer to record client data, produce written correspondence or reports.
  • Ability to hear and speak well enough to converse with clients or other employees in person or over the telephone for most of the time.
  • Ability to see well enough and have the manual dexterity and physical ability to access referral source and other information from a wide selection of manuals, texts, etc. while engaged in a crisis intervention telephone conversation with a client.
  • Ability to achieve and maintain certification in required training programs.

As one of the largest non-for-profits in Central Ohio, we value our employees. Our excellence is based upon team members dedicated to a fulfilling career and committed to the service of others.


BENEFITS with Lutheran Social Services:

  • Health insurance with 4-plan options
  • Tuition Reimbursement Program
  • 403(b) retirement plan with employer matched savings
  • Dental and Vision insurance
  • Medical and Childcare Flexible Spending (FSA)
  • Health Savings Account
  • PTO and 12 Paid Holidays
  • Opportunity to make a positive impact on individuals & the community

ABOUT Lutheran Social Services:

We put our Mission of Service into action. Every day LSS serves thousands of people in 27 Ohio counties by addressing the four core societal issues of food, shelter, safety, and healing. LSS offers Food Pantries, housing and supportive services through homeless shelters, domestic violence services, senior living and health care, affordable housing communities, and other services that uplift families and strengthen communities.


Lutheran Social Services of Central Ohio is committed to being an equal opportunity employer.

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