Opportunity Details

Family Services, Health & Wellness
Counseling,Hotline/Information Center Support

Age Minimum (with Adult): 18+, Minimum Age:18+

Hotline Advocate Intern for Survivors of Domestic Violence

Hotline  Advocate Role & Responsibilities


All volunteer advocates are required to take a shift to answer calls for Walnut Ave 24 hour domestic violence crisis hotline. Under the general supervision of the Hotline Supervisor, implement the ABC model of crisis intervention to support those impacted by crisis to have a realistic perception of events, explore options, strategize solutions, safety plan, set self care goals and ultimately regain this equilibrium to manage the situation.  


  • Respond to calls within 5 minutes and call back answering service if miss a call.
  • Provide peer advocacy, safety planning, self-care goals, and need resources to community organizations as needed.
  • Collect and maintain accurate program data ie. Complete a hotline call sheet for each call received, even hang ups.
  • Refer suspected child abuse to the backup advocate for referral to the to Child Welfare Services as needed.
  • Maintain Hotline Folder in a confidential area.


Requirements & Qualifications


  • Wait at least 2 years after receiving domestic violence support services at Walnut Avenue to be an volunteer advocate
  • Complete Walnut Avenue  Advocate for Survivors of Domestic Violence Certification Training -- Next Training in October of 2018.
  • Complete Walnut Avenue’s Hotline Advocate Training, Legal Advocate Training, and/or Support Group Training
  • Commit to volunteer for 12 consecutive months with Walnut Ave
  • Attend mandatory monthly 2 hour professional development meeting s with cohort
  • Take a weekly shift on the hotline (times vary)
  • Access to telephone and/or telephone reception
  • Criminal background check (If not passed, discuss reason with DV staff to determine eligibility)
  • Ability to access confidential location to take calls (if answering off-site)
  • Access to email that is regularly checked


Knowledge, Skills, & Abilities 


  • Understand the dynamics of DV, risk factors, danger assessment, and dimensions of safety planning to promote emotional, behavioral and physical well-being
  • A strong understanding of the intersection of PTSD, substance abuse, a history of sexual abuse, poverty, homelessness, oppression, additional factors such as the internalized effects of racism, sexism, heterosexism, and other marginalizing issues on a survivors experience of DV
  • Knowledge of the legal systems response to DV and steps in legal process
  • Knowledge of the procedures to file a DVTRO
  • Knowledge of and ability to adhere to agency, program and component protocols
  • High level of self-awareness
  • Ability to provide culturally effective support: communicate effectively with participants from diverse socio-economic, cultural and educational backgrounds to gain rapport, maintain confidence, and obtain confidential information in a tactful and courteous manner
  • Skillful at applying the ABC model of crisis intervention to support participants who may be under stress, in crisis, addressing dangerous circumstances and multiple issues simultaneously to establish priorities, and manage time-line
  • Strong written communication skills: ability to write clearly and concisely to accurately complete Hotline Call Sheets and effectively use SOAP model to write progress notes
  • Strong professional communication skills: ability to respond to program communications within 24-hours
  • Strong oral communication skills: ability to use tone and words to keep callers engaged in conversation and intervene when appropriate
  • Effective organizational skills: efficient and timely
  • Strong interpersonal skills: commitment to uphold agency Code of Conduct to maintain a mutually     respectful & supportive work environment that values and empowers team members to collectively  accomplish program goals


It is the policy of Walnut Avenue Family & Women’s Center to provide equal employment and volunteer opportunities (EEO) to all persons regardless of age, color, national origin, physical disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression or any other characteristic protected by federal, state or local law.

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**This is a Referral Opportunity, which means it is run directly by one of our nonprofit partners. Once you express interest, someone from the partner organization should follow up with you shortly to discuss confirming you as a volunteer for this opportunity.


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Contact the Volunteer Center

1740 17th Ave
Santa Cruz, CA 95062
Phone: 831-427-5070

©2017 Volunteer Center of Santa Cruz County, an affiliate of the HandsOn Connect, 1740 17th Ave | Santa Cruz, CA 95062

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