Role Description Casa de la Familia is seeking a compassionate and dedicated Virtual Assistant to support our crisis intervention hotline, which operates 24/7. Join our team and make a difference in the lives of individuals experiencing domestic violence. We are looking for a responsible Virtual Assistant to handle crisis response and perform a variety of administrative and clerical tasks remotely. The primary duty of the Virtual Assistant will be to support our crisis intervention hotline by managing incoming calls, providing immediate assistance, and directing individuals to appropriate resources. This role requires excellent communication skills, patience, empathy, and the ability to work effectively under pressure. Candidates must be willing to work night shifts and weekends to support the 24/7 operation of our hotline.

Responsibilities

• Answer and manage crisis hotline calls, providing immediate support and assistance.
• Triage and assess the needs of callers to provide appropriate crisis intervention.
• Connect callers with the relevant resources, including scheduling appointments with clinicians or referring to emergency services.
• Document all calls and interventions accurately in the EHR system.
• Organize and schedule follow-up appointments and check-ins as needed.
• Plan and prepare detailed reports on hotline activities and interventions.
• Write and distribute emails, correspondence memos, letters, and forms related to crisis management.
• Develop and maintain a digital filing system for confidential records and reports.
• Update and maintain hotline policies and procedures, ensuring they are accessible to all staff.
• Provide administrative support to the crisis intervention team and other departments as needed.
• Act as the point of contact for internal and external clients regarding crisis intervention services.
• Liaise with executive and senior administrative assistants to handle requests and queries from senior managers.

Qualifications

• Proven experience as a virtual assistant, crisis hotline operator, or in a similar role.
• Knowledge of crisis intervention techniques and office management systems.
• Proficiency in MS Office (MS Excel, MS PowerPoint) and other office software.
• Excellent time management skills and the ability to prioritize work under pressure.
• Attention to detail and strong problem-solving skills.
• Excellent written and verbal communication skills, with a compassionate and patient demeanor.
• Strong organizational skills with the ability to multitask in a fast-paced environment.
• Ability to handle sensitive and confidential information with discretion.

Requirements

• Bilingual (English/Spanish).
• Courses in psychology, sociology, or related fields are highly preferred.
• Must be willing to work night shifts and weekends to support the 24/7 operation.
• Experience in a mental health or crisis intervention setting is a plus.
• Ability to remain calm and composed in high-stress situations.

How to Apply

Please submit your resume and cover letter outlining your relevant experience and why you’re a great fit for this position. We look forward to hearing from you! Apply To this Job