Opportunity Details

Family Services, Health & Wellness
Administrative Support/Clerical,Caring for People,Collecting, Sorting & Packaging

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

Intake and Emergency Assistance Advocate for Survivors of Domestic Violence

Intake and Emergency Assistance Advocate Role & Responsibilities

An Intake Advocate assists survivors of domestic violence to get connected to the services provided at Walnut Avenue Family and Women’s Center.  Intake advocates provide direct services by assisting walk-in participants to complete the initial intake process, explaining the services of the center, and providing other resources to best fit a participant’s need.

This is a Volunteer Advocate position. Under general supervision, implement the ABC model of crisis intervention to provide strength-based, trauma-informed counseling and advocacy to support participants to effectively engage in services for survivors of domestic violence.

Intake tasks might include:

  • Complete Front Office Training
  • Assist reception staff with greeting and signing in participants, and answering the agency telephone as needed
  • Program management support and administrative assistance to meet program objectives
  • Enter participant support data into data base to track services provided
  • Responsible for Hotline calls to the office:
    • Provide information on domestic violence services offered at Walnut Avenue
    • Explain the process of the legal system in regards to DV cases
    • Provide resources and referrals for services not provided by Walnut Avenue


  • Support Service: Assist participants to complete intake form
  • Support Service: Screening “new” participants to see if participant fits our services and/or assist participants to assess need and identify appropriate services
  • Support Service: Support participants to complete and review intake paperwork to ensure accuracy
  • Support Service: Provide information on the process of filing a DVRO and review paperwork if self-filing
  • Support Services: Make “call backs” to participants to let them know when paper is ready for pick up or signatures needed, and fill out “Participant Support Form” if Participant request appointment with advocate.
  • Assist with childcare as needed for on-going appointments if no Kids Group volunteers available.


Emergency Assistance:
  • Responsible for  outside Donation Room, such as sorting, organizing, putting donated items away
  • Responsible for taking Participants to the donation room to shop after an appointment (if no Front Office Volunteers available) and reminding Participants of the Donation Room guidelines
  • Assisting Good Will to access Good Will Bin
  • Answering phone calls and questions about possible items to be donated to Walnut Avenue
  • Assisting with assembling food bags and distributing Food Bags on Fridays if no Front Office volunteers available.
  • Responsible for accessibility of Cal Works Closet in inside Donation Room
  • Assist with assembling a “overnight bag” when Participant is emergency accommodated.

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
  • 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 Continued


  • 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

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