New

Helpline Coordinator

Volunteers of America Greater New York
31.25 USD-31.25 USD
life insurance, paid time off, tuition reimbursement, retirement plan
United States, New York, Brooklyn
Apr 10, 2026
Volunteers of America-Greater New York (VOA-Greater New York) is a leading anti-poverty organization serving neighbors in need across New York City, Northern New Jersey, and Westchester. Through 70+ programs, we support over 35,000 adults and children each year, including individuals experiencing homelessness, survivors of domestic violence, youth aging out of foster care, veterans, seniors, and children with developmental delays. Our staff are at the heart of this work, creating meaningful change every day. If you're passionate about making a difference and joining a mission-driven team, we invite you to explore this opportunity. We are currently seeking qualified candidates for the following position: Position: Helpline Coordinator The Helpline Coordinator oversees the day-to-day operations of VOA-GNY's crisis hotline serving survivors of Domestic Violence, Human Trafficking, Crime Victimization, and Rape/Sexual Assault. The coordinator ensures high-quality, trauma-informed, survivor-centered crisis response while supervising hotline staff and volunteers and maintaining compliance with funder and VOA-GNY standards. This role involves providing direct crisis intervention, conducting safety and risk assessments, coordinating shelter placements, and ensuring accurate documentation in digital case management systems. The Helpline Coordinator also develops community outreach strategies, analyzes usage data, prepares reports, and strengthens relationships with internal and external partners. New Hope Shelter is a program that provides comprehensive services and safe, anonymous housing for individuals and their children experiencing domestic violence. To learn more about the program, copy and paste this link into a browser https://www.voa-gny.org/dv Minimum Qualifications: Associate's degree or 60 college credits courses in Human Services field, or High School Diploma or GED with 2 years of relevant shelter experience. Bachelor's degree in Social Work, or a related field is preferred. Experience working with crime victims, survivors of DV/HT, or crisis response preferred. Experience with or interest in ongoing clinical supervision. Crisis intervention experience, including telephonic assessment. Strong organizational skills and ability to multitask using multiple technologies simultaneously. Ability to remain calm in high-stress situations and engage callers using empathetic, trauma-informed communication. Strong writing skills and ability to document quickly and accurately in digital systems. Ability to work independently and collaboratively in a fast-paced environment. *Candidates with related experience with domestic violence preferred.* Helpline Coordinator Principal Responsibilities: Monitor day-to-day crisis hotline operations and ensure adherence to protocols. Track hotline activity, analyze usage data, and prepare reports for leadership and funders. Promote hotline services through community outreach, media, printed materials, and forums. Develop and maintain relationships with NYC service providers, community groups, and partner agencies. Serve as frontline crisis responder for hotline calls, including TDD communication with callers who are hearing impaired. Conduct thorough safety and lethality assessments for callers and their children. Provide crisis intervention and coordinate emergency responses as needed. Complete shelter assessments and advocate for DV/SA and HT survivors seeking placement. Provide information, referrals, and advocacy aligned with survivor needs. Ensure documentation is accurate, timely, and meets funder and agency requirements. Participate in reflective clinical supervision and ongoing training on victimization, trauma, and crisis response. Maintain strong working relationships with all VOA-GNY DV programs and community partners. We are committed to offering our employees an exceptional comprehensive benefits package that supports their health, well-being, and personal growth. Full-time employees enjoy: Medical, Dental, & Vision Coverage Prescription Coverage Life Insurance Retirement Plan Tuition Reimbursement Paid Time Off, including a Paid Birthday Holiday And much more! To learn more about our staff, culture and much more, copy and paste our website link into a browser: https://www.voa-gny.org/our-staff-and-culture/ VOA-Greater New York is an Equal Opportunity Employer/Vets/Disabled/Other Protected Categories. Apply today!