Crisis Line and Volunteer Coordinator

Vision: A “Ray of Hope” for survivors of violence, empowering a future where every person can live with safety, dignity, and freedom.

Mission: AshaKiran empowers survivors of domestic violence, sexual assault, and human trafficking through culturally responsive services, advocacy, education, and community partnerships that promote safety, healing, and self-determination.

Agency: AshaKiran, Inc.

Position Title: Crisis Line and Volunteer Coordinator
Department: Direct Services
Reports To: Direct Services Director
Supervises: Volunteers and Interns as assigned; no direct supervision of regular employees
Employment Status: Full-Time / Non-Exempt
Work Location: On-site at the AshaKiran Administrative Office and/or designated confidential service location, as assigned based on program and operational needs
Schedule: Full-time based on agency and program needs; may include evenings, weekends, and holidays as needed for AshaLine coverage and Direct Services activities
Benefits: As provided under AshaKiran policies and applicable benefit plans

POSITION SUMMARY: The Crisis Line & Volunteer Coordinator coordinates AshaKiran's 24/7 AshaLine and manages the agency-wide AK Ambassadors program for volunteers and interns. The position ensures reliable crisis-line coverage, appropriate call routing and documentation, and an organized process for recruiting, onboarding, scheduling, supporting, and retaining volunteers and interns.

The Coordinator works with all agency departments to identify volunteer and intern needs and connects qualified AK Ambassadors with appropriate opportunities across Direct Services, Community Engagement & Development, AshaLine coverage, events, and other approved agency activities.

KEY RESPONSIBILITIES

1. AshaLine Coordination

• Coordinate reliable 24/7 AshaLine coverage and scheduling.
• Monitor calls and ensure appropriate screening, documentation, referrals, and warm handoffs.
• Maintain current crisis-line procedures, resources, and referral information.
• Coordinate with Direct Services staff when calls require additional services or follow-up.
• Monitor call activity, coverage, and trends and communicate relevant information to the Direct Services Director.
• Identify and address coverage gaps and operational concerns.

2. AshaKiran’s Ambassadors Program

• Manage AshaKiran's agency-wide Ambassadors program for volunteers and interns.
• Recruit, screen, onboard, orient, and coordinate volunteers and interns according to agency requirements.
• Maintain accurate records of availability, assignments, training, and hours.
• Match volunteers and interns with appropriate opportunities based on agency needs, qualifications, and program requirements.
• Coordinate schedules and communication between AK Ambassadors and the staff overseeing their assignments.
• Support volunteer and intern engagement, retention, and recognition.
• Develop relationships with universities, colleges, community organizations, and other appropriate recruitment sources.

3. Client Access & Direct Services Support

• Serve as an initial access point to AshaKiran through the AshaLine.
• Provide information, crisis support, resources, and referrals within the scope of the position.
• Connect callers with appropriate Direct Services, including Case Management, Advocacy, Social Work, and Shelter Services.
• Communicate recurring service needs or barriers to the Direct Services Director.
• Participate in Direct Services meetings, training, and other activities as assigned.

4. Community & Agency Support

• Collaborate with department leaders to identify and coordinate volunteer and intern needs.
• Support approved agency events, educational activities, community activities, and special projects through the AK Ambassadors program.
• Represent AshaKiran professionally at volunteer recruitment events, university activities, and community opportunities as assigned.
• Coordinate with Community Engagement & Development when volunteers or interns are needed for development, outreach, communications, or events.

5. Documentation, Data & Reporting

• Maintain accurate AshaLine, volunteer, and intern records.
• Track required call, coverage, volunteer, and intern data.
• Enter information into VELA and other agency systems as assigned.
• Provide information needed for grant reporting, program reporting, monitoring, and evaluation.
• Identify documentation or data concerns and communicate them to the Direct Services Director.

6. Professional Practice & Compliance

• Ensure applicable volunteers and interns complete required orientation, training, screening, confidentiality agreements, and other requirements.
• Follow AshaKiran policies and procedures related to crisis-line operations, confidentiality, safety, client services, and volunteer management.
• Complete required training and maintain trauma-informed, survivor-centered, culturally responsive practices.
• Maintain professional boundaries and confidentiality.
• Communicate safety, compliance, or operational concerns promptly.

7. Collaboration & Other Duties

• Participate in supervision, staff meetings, training, and agency activities as required.
• Maintain professional communication, organization, accountability, and follow-through.
• Identify opportunities to improve AshaLine coverage and the AK Ambassadors program.
• Perform other reasonable duties related to the position and agency needs as assigned.

PERFORMANCE EXPECTATIONS

Successful performance in this position includes:

• Reliable and appropriately coordinated AshaLine coverage.
• Timely and accurate crisis-line documentation and referrals.
• A well-organized and active AK Ambassadors program.
• Consistent recruitment, onboarding, scheduling, and support of volunteers and interns.
• Accurate volunteer, intern, and AshaLine records.
• Effective coordination of volunteers and interns across agency departments.
• Strong recruitment relationships with universities and community organizations.
• Compliance with confidentiality, safety, training, and agency requirements.
• Proactive communication and resolution of coverage or coordination issues.
• Professional, trauma-informed, survivor-centered, and accountable conduct.

QUALIFICATIONS

Required

• Bachelor's degree in social services, human services, nonprofit management, communications, business, or related field; equivalent relevant experience may be considered.
• Experience in crisis-line services, victim services, volunteer coordination, nonprofit operations, human services, or related work.
• Knowledge of domestic violence, sexual assault, human trafficking, trauma, crisis response, or victim services.
• Strong communication, organization, scheduling, and follow-through skills.
• Ability to maintain confidentiality and professional boundaries.
• Ability to work effectively with clients, volunteers, interns, staff, and community partners.
• Proficiency with standard office technology and electronic record systems.
• Successful completion of required background checks and training.
• Valid driver's license and ability to travel locally and occasionally within Alabama as required.

Preferred

• Crisis-line or hotline coordination experience.
• Volunteer or intern program experience.
• University/community volunteer recruitment experience.
• Experience with DV, SA, HT, or victim-services programs.
• Experience with VELA, Apricot, Bonterra, or similar systems.
• Bilingual or multilingual skills.
• Relevant crisis intervention, victim advocacy, or volunteer-management training.

CORE COMPETENCIES

• Crisis-line coordination
• Volunteer and intern program management
• Recruitment and engagement
• Organization and scheduling
• Crisis response and supportive communication
• Client screening and referral
• Documentation and data management
• Communication and collaboration
• Confidentiality and professional boundaries
• Trauma-informed and survivor-centered practice
• Cultural responsiveness
• Problem-solving and judgment
• Accountability and follow-through

WORK ENVIRONMENT & TRAVEL

This position works primarily on-site at AshaKiran's administrative office and may work at confidential locations, residential facilities, community locations, universities, and agency events as assigned.

The position may encounter sensitive client information and traumatic subject matter and must maintain confidentiality and professional boundaries.

Local travel and occasional in-state travel may be required.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Work Location: In person