Emergency Services Overnight Hotline Specialist

Emergency Services Overnight Hotline Specialist

BACKGROUND

REST exists to expand pathways to freedom, safety and hope in order to end sex trafficking. REST offers programs that are centered on the strengths, needs and individual choices of each survivor we serve. We offer a continuum of care that includes outreach, a 24/7 hotline, community advocates, economic empowerment, emergency shelter, residential program, and housing services. We are inspired by our faith as a Christian organization, are dedicated to serving people of all faith backgrounds, and do not require faith engagement. Our culture is influenced by our values of belonging, honor, trustworthiness, and tenacity.

All applicants for positions at REST are considered for employment without attention to race, color, sex, sexual orientation, gender identity, national origin, veteran or disability status. As a Christian organization, this position works in harmony with the organization’s statement of faith and support the spiritual health of the organization.

Important Information: This role is supported by grant funding that is expected to continue through December 31, 2026. While there may be opportunities for funding renewal or extension, employment beyond that date is dependent on the availability of future grant funding.

ROLE SUMMARY

The Emergency Services Overnight Hotline Specialist is a central member of REST's overnight Emergency Services team and is responsible for providing consistent, trauma-informed coverage of REST's 24/7 crisis hotline during overnight hours.

The primary responsibility of this position is to respond to hotline calls and texts from survivors of sex trafficking and individuals seeking crisis support, safety planning, emergency shelter, resources, referrals, or emotional support. The Emergency Services Overnight Hotline Specialist assesses immediate safety needs, provides crisis intervention and de-escalation, coordinates appropriate internal and external referrals, and ensures hotline interactions are documented accurately and promptly. Because this position is based within REST's overnight shelter operations, the Emergency Services Overnight Hotline Specialist also serves as an important support to the shelter during overnight hours. When hotline responsibilities allow, this position may assist shelter staff with guest emotional support, crisis intervention, de-escalation, safety needs, and other appropriate guest support.

Hotline coverage remains the primary responsibility of this position. Shelter support responsibilities should not prevent the employee from remaining available and responsive to hotline calls and texts.

The Emergency Services Overnight Hotline Specialist works closely with Emergency Services Supervisors, Crisis Support staff, and shelter staff to ensure survivors receive coordinated, person-centered, trauma-informed, and responsive services throughout the overnight hours.

The Emergency Services Overnight Hotline Specialist responds and provides oversight for the Hotline on weekdays, and occasionally on weekends and holidays.

RESPONSIBILITIES

HOTLINE & CRISIS RESPONSE

• Experienced crisis hotline de-escalation, answer and follow up with hotline providing crisis intervention, safety planning, resource referrals and emotional support.
• Maintain active coverage for the hotline calls and text throughout the assigned overnight shifts.
• Respond promptly to all hotline calls and texts according to established hotline response standards.
• Provide trauma-informed emotional support, crisis intervention, and de-escalation to survivors experiencing crisis.
• Assess immediate safety concerns and complete appropriate safety screening and asset planning.
• Work closely with the Crisis Support team to dispatch services for crisis as needed
• Follow established emergency and crisis response protocols and notify appropriate leadership or emergency responders when required
• Provide accurate and up to date information regarding REST programs, eligibility, shelter availability and services.
• Complete warm handoffs by referring callers to appropriate internal REST programs and external community partners and services.
• Utilize motivational interviewing when assisting callers in identifying options and making informed decisions
• Support safety bed screenings and referral processes according to REST protocol
• Maintain appropriate professional boundaries and confidentiality during all hotline calls
• Coordinate with Crisis Support staff when a survivor is actively fleeing trafficking or requires a higher level of crisis intervention
• Complete required follow-up on hotline interactions according to protocol

OVERNIGHT SHELTER & GUEST SUPPORT

• Provide emotional support to shelter guests experiencing distress, anxiety, trauma response or other overnight concerns
• Assist with trauma-informed de-escalation and conflict resolution
• Support guests utilizing motivational interviewing in safety planning, coping strategies, and other identified supports
• Support shelter staff during emergency situations according to REST’s safety and care protocols
• Communicate significant guests concerns to the appropriate shelter supervisor and incoming staff
  
  

RESOURCES & REFERRALS

• Maintain working knowledge of internal REST programs and eligibility
• Maintain and update information regarding community partners and resources related to the needs of hotline callers such as; emergency shelter intakes, trafficking-specific services, behavioral health, and substances use services and more
• Develop familiarity with overnight and after-hour resources that can be assessed when traditional services providers are closed
  
  

DOCUMENTATION & TRAINING

• Document 100% of hotline calls, texts, crisis interactions, referrals and required follow-up in REST’s database according to documentation procedures.
• Complete all hotline documentation by the end of each shift; including incident reports, pending referrals and client's follow-up instructions
• Protect confidentiality of caller and shelter guests at all time
• Follow all hotline, crisis-response, shelter and safety policies according to REST’s policies and procedures
• Participate in all required trainings
• Participate in all required supervision, staff development and team meetings
• Maintain emotional awareness and utilize appropriate regulation, wellness and supervision support when experiencing stress or vicarious trauma

QUALIFICATIONS

Required:

• At least 1 year of relevant experience providing direct support in a human services, shelter, crisis response, behavioral health, victim services, residential, social services, or similar setting. Relevant lived and professional experience may be considered.
• Experience supporting individuals experiencing crisis, trauma, housing instability, interpersonal violence, exploitation, behavioral health concerns, or other significant barriers.
• Demonstrated ability to remain calm, compassionate, and responsive during crisis or high-stress situations.
• Ability to provide emotional support, de-escalation, and basic safety planning while maintaining appropriate professional boundaries.
• Exceptional judgment and ability to recognize when a situation requires supervisory consultation, emergency response, medical intervention, or additional crisis support.
• Exceptional verbal and written communication skills, including the ability to communicate effectively by phone and text with individuals experiencing distress.
• Ability to complete timely, accurate, objective, and confidential documentation.
• Ability to work independently during overnight hours while remaining connected to and collaborative with the larger Emergency Services team.
• Ability to prioritize competing needs and quickly shift attention when a hotline call, guest crisis, or safety concern arises.
• Comfortable using computers, phones, text-based communication systems, email, and web-based documentation systems.
• Demonstrated respect for people from diverse backgrounds and the ability to provide culturally responsive, trauma-informed, and survivor-centered support.
• Ability and willingness to maintain confidentiality regarding survivors, shelter operations, and the confidential shelter location.
• Reliable attendance and ability to consistently work the established overnight schedule, including designated weekends and holidays.
• Ability to complete all required REST training and demonstrate competency in hotline response, crisis intervention, safety planning, de-escalation, mandated reporting, confidentiality, shelter safety, and documentation.
• Demonstrated alignment with REST’s mission, values, and Statement of Faith.
• Ability and willingness to complete required pre-employment screening, including a national background check and drug screening.

Preferred:

• Previous crisis hotline or helpline experience.
• Experience working in an emergency shelter, residential program, or other 24-hour service environment.
• Experience supporting survivors of sex trafficking, sexual exploitation, sexual violence, domestic violence, or other forms of interpersonal violence.
• Knowledge of trauma-informed care, harm reduction, motivational interviewing, or survivor-centered practices.
• Experience conducting safety assessments or developing individualized safety plans.
• Familiarity with Seattle/King County shelter, behavioral health, substance use, medical, housing, and crisis-response resources.
• Experience using Apricot or another client-management/database system.
• Associate's or bachelor's degree in social work, psychology, human services, criminal justice, behavioral health, or a related field.

CORE COMPETENCIES

• Crisis Response and De-escalation: able to remain calm and responsive during high stress situations and follow protocol
• Trauma-Informed: approach all survivors with dignity, curiosity, cultural humility and respect
• Sound Judgement: Able to distinguish between situations that can be addressed independently and situations requiring immediate supervisory, medical, or crisis escalations
• Effective Communication: communicates clearly, directly, respectfully and compassionately by phone, text, in-person and written
• Boundaries & Confidentiality: Maintains firm professional boundaries and protects sensitive caller and shelter guests' information
• Collaboration: Works effectively with the shelter staff, Crisis Support staff, Advocates, Supervisors and external community partners
• Emotional Regulation: Demonstrates self-awareness and the ability to remain grounded and professionally responsive while supporting individuals experiencing trauma and crisis

SCHEDULE

This position typically works 40 hours/week overnight Wednesday through Sunday. Some holidays may be required, and some seasons may require more than 40 hours/week.

LOCATION

REST’s office is located in South Seattle.

COMPENSATION

The starting salary for this position is $28.00/hour.

BENEFITS

This position is eligible for all benefits offered to full-time non-exempt employees. This currently starts at 15 days of accrued vacation, 10 days sick time, 12 holidays, 100% employer paid medical/dental/vision premiums for employee, one paid mental health hour each week, and a 403b retirement plan. Exempt employees also earn comp time after 40 hours/week.

JOB CONDITIONS

This position encounters a variety of daily work situations, including complex situations that require immediate attention and decision making. There may be both routine and complex interpersonal interactions to navigate with care and thoughtfulness. Processes may change based on changing needs of the organization, new technology, or new ideas for efficiency. Position operates as part of a team and engages in on-site work that may require weather advisory shifts, time spent sitting, standing, walking up and down stairs, driving, transporting items. Position works under occasional time constraints to meet objectives, and performs computer work, including using a keyboard, looking at a screen, using the internet, email, phone, and video conferencing.