Phone Advocate

Job Description

Job Description

Description:

Since 1996, The National Domestic Violence Hotline has answered the call to support and shift power back to those affected by relationship abuse. As the only national provider available 24/7/365 via call, chat, and text, we are committed to shining a light on domestic violence by advocating for survivors, offering hope in moments of crisis, and promoting healthy relationships for all. From our confidential crisis hotline to our unprecedented data on domestic violence and prevention programs like love is respect, The Hotline is active at every level, working toward a future where all relationships are positive, healthy, and free from violence.

Our Mission

We answer the call to support and shift power back to those affected by relationship abuse

About the Role
As an Advocate, you will be at the heart of our mission, responding to incoming calls from survivors, supporters, service providers, and the public. You’ll provide anonymous and confidential services, including:

• Offering compassionate emotional support to those in crisis.
• Sharing vital information and resources to empower callers.
• Exploring options to enhance safety and restore power to those affected by abuse.
• Connecting individuals with the tools and referrals they need to build lives free from violence.

This position is work-from-home ; however, only candidates residing in the Texas will be considered for this role.

Why Join Us?

• Make a Meaningful Impact: Create real, lasting change in the lives of individuals and families across the United States every day.
• Mission-Driven Culture: Be part of a supportive, collaborative team committed to building a future where all relationships are healthy.
• Professional Growth & Training: Build valuable skills through training and hands-on experience in crisis intervention, advocacy, and trauma-informed care.
• Work-From-Home with Full Support: This is a work-from-home position. We provide the equipment you need to succeed, including a computer, monitor, and headset, while keeping you connected to your local team.
• Be Part of the Change: Your work at The National Domestic Violence Hotline supports individuals nationwide and contributes to the broader movement to end relationship abuse and create healthy, violence-free communities.

Essential Duties & Responsibilities

• Provide advocacy services on The Hotline’s Crisis Intervention Model, including safety assessment, education, and referrals to contacts as appropriate.
• Utilize critical thinking and strategic questioning skills to assess and appropriately respond to contacts.
• Consistently and accurately collect and record required caller information into the database system.
• Actively maintain a basic understanding of the dynamics of intimate partner violence and healthy relationships.
• Respond with compassion and awareness to people of various backgrounds.
• Communicate with integrity with all members of The Hotline staff and contacts.
• Utilize resilience strategies to deal with stressful situations, and to navigate contact crisis situations.
• Comply with The Hotline’s confidentiality policy and respect the confidentiality of all.
• Attend required meetings and training, including, but not limited to, team meetings and all staff meetings.
• Adhere to the assigned schedule, which requires availability during inclement weather and assigned holidays to ensure 24/7 hotline coverage.
• Be accountable and dependable, as it pertains to at-home work responsibilities, and in-person activities as needed.

Training Information

The Hotline will provide 3 weeks of remote training via Zoom. Training is mandatory for this position. Attendance is required every day, and you must remain on camera throughout the sessions.

• Dates: Monday, October 12, through Friday, October 30, 2026.
• Schedule: Monday through Friday from 9:30 am – 6:00 pm (Central Time)
• A one-week nesting period will follow the Advocate Training until November 8, 2026. 
• Time off cannot be approved during the training period or nesting period.

Work Schedule

The Hotline operates 24 hours a day, 7 days a week , and offers a variety of shifts, including early morning, daytime, evening, and overnight schedules.

All Phone Advocate schedules follow one of these workweeks:

• Sunday through Thursday , or
• Tuesday through Saturday

Weekend work is required for all schedules. Employees are also expected to work any holidays that fall on their regularly scheduled workdays.

During the application process, you will be asked to indicate your preferred shift. While we make every effort to accommodate candidate preferences, shift assignments are based on operational needs and availability at the time of hire. During the interview process, we will discuss your preferred shift, let you know whether it is available, and review any other scheduling options that may be available.

Education & Experience Required

• High school diploma or equivalent required.
• At least one year of continuous professional experience in customer service, social services, call center environments, or related roles.
• Strong computer skills required , including proficiency with Microsoft Windows, Office 365, and Zoom Meetings.

Knowledge, Skills, & Abilities

• Working knowledge of intimate partner violence and healthy relationships.
• Demonstrated ability to respond with empathy and compassion to victims in crisis situations.
• Excellent verbal and written communication skills
• Team-oriented, respectful, and approachable to contribute toward building strong working relationships.

Preferred Qualifications

• Bilingual in English and Spanish

Other Requirements/Working Conditions

• This position is based in Texas and is performed from a home office.
• Must have a dedicated, secure workspace that is free from distractions, with sufficient surface area to accommodate a monitor, laptop, keyboard, and mouse for proper equipment setup and maintenance.
• The workspace should ensure minimal to no background noise, maintaining a professional and confidential environment., separate from home-life responsibilities, such as childcare, roommate interactions, pet care, etc.
• Must maintain a stable internet connection with at least 10 MBPS download and 2 MBPS upload speeds.
• Must maintain standards of confidentiality related to agency information.
• Prolonged sitting or standing using keyboard, phone, and computer

Compensation

Base Pay: $21.17 per hour

Additional Pay Opportunities: Advocates may earn additional hourly pay through shift differentials and/or a bilingual differential, if applicable.

Please note: The times listed below indicate when shift differentials apply. They are not available work shifts.

Shift Differential Rates

• $1.00/hour: Monday–Friday, 3:45 p.m. – 9:45 p.m.
• $2.00/hour: Monday–Thursday, 9:45 p.m. – 7:15 a.m.
• $1.75/hour: Saturday–Sunday, 7:15 a.m. – 9:45 p.m.
• $2.50/hour: Friday–Sunday, 9:45 p.m. – 7:15 a.m.

Bilingual Differential

• $1.25/hour for eligible bilingual employees.

Please note: All shift differential times are listed in Central Time.

The Hotline’s full-time employees are eligible for a comprehensive benefits package designed to support their health, financial security, and overall well-being. Benefits include:

Health & Insurance Benefits

• 100% employer-paid medical plan option
• Dental and vision insurance plans
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA) for medical and dependent care
• Employer-paid short-term and long-term disability insurance
• Employer-paid life and accidental death & dismemberment (AD&D) insurance ($50,000 coverage)
• Aflac supplemental insurance plans

Retirement & Financial Planning

• 401(k) retirement plan with employer match

Work-Life Balance and Additional Perks

• 10 days of paid vacation in your first year (increases with tenure)
• 14 floating holidays per year
• Paid sick leave and paid parental leave
• Modern Health, a mental health platform that provides confidential, on-demand support for your mental well-being through individual and group sessions, mediations and other wellness tools.
• Access to Employee Assistance Program (EAP)
• Nectar Rewards, a peer-to-peer employee recognition and rewards platform that helps teams celebrate wins, reinforce company values, and boost engagement.
• Employee referral program

This description only includes essential functions of the job. These statements are not intended to be construed as exhaustive of all duties, responsibilities, and skills required for this position. Employees will be required to follow and any other job-related instruction and to perform any other job-related duties required by the job objectives, supervisor, and mission and values of The Hotline. This description does not modify any employee’s at-will status and is not a contract for continued employment of any duration.

The National Domestic Violence Hotline is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, veteran status, or any other legally protected status. Discrimination or harassment of any kind is not aligned with our values and will not be tolerated. If you need accommodation during the application or interview process, please contact us at View email address on ziprecruiter.com.