Job Description

Program: CCDE Live/Chat

Reports To: Program Coordinator / Advocacy Supervisor

Status: Part-time / On-call

Volunteer w/ Stipend at $17.00/hr

Position Summary

The Domestic Violence Chat Line Advocate provides confidential, trauma-informed, and survivor-centered support to individuals experiencing domestic violence through a secure chat platform. This role focuses on crisis intervention, safety planning, emotional support, and resource connection, ensuring services are accessible, inclusive, and responsive to diverse survivor needs.

All services are provided in alignment with VAWA confidentiality requirements, survivor autonomy, and best practices in victim advocacy.

Key Responsibilities

Crisis Intervention & Support

• Respond to incoming chat communications from survivors in crisis or seeking support
• Provide real-time emotional support, validation, and trauma-informed engagement
• Assess immediate safety needs and assist with personalized safety planning

Resource Navigation & Referrals

• Provide accurate, up-to-date referrals to community resources (shelter, legal services, counseling, healthcare, etc.)
• Support survivors in identifying options without coercion or judgment
• Maintain knowledge of local and statewide victim service systems

Confidentiality & Documentation

• Uphold strict confidentiality in accordance with VAWA, VOCA, and agency policies
• Document interactions in a timely, accurate, and non-identifying manner
• Protect survivor privacy in all communications and data systems

Equity & Accessibility

• Provide culturally responsive services that are inclusive of race, ethnicity, gender identity, sexual orientation, ability, and language
• Ensure accessibility for survivors with limited resources, disabilities, or technology barriers

Collaboration & Compliance

• Participate in supervision, team meetings, and ongoing training
• Follow all agency protocols, including mandatory reporting laws (as applicable)
• Support program evaluation and data collection efforts as required by funders

Required Qualifications

• High school diploma or GED required; Associate’s or Bachelor’s degree in a related field preferred
• Completion of 40-hour Domestic Violence training (or willingness to complete upon hire)
• Experience providing crisis intervention, advocacy, or direct service to survivors of violence or trauma
• Strong written communication skills (critical for chat-based support)
• Ability to manage multiple conversations and respond effectively in a fast-paced environment

Preferred Qualifications

• Bilingual or multilingual abilities
• Experience with chat, text, or hotline platforms
• Knowledge of legal systems, protective orders, and community resources
• Training in trauma-informed care, de-escalation, or crisis response

Core Competencies

• Trauma-informed and survivor-centered approach
• Strong boundaries and ethical practice
• Cultural humility and responsiveness
• Emotional intelligence and adaptability
• Ability to remain calm and grounded in crisis situations

Work Environment

• Remote or office-based setting with secure technology systems
• May require evening, overnight, weekend, or holiday shifts
• Extended periods of computer-based work

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