Helpline Call Advocate Safe Harbor

Overview

Summary:

This position will work to ensure consistency and quality in client experiences and first impressions on Safe Harbor’s 24-hour Helpline and monitor and execute trauma informed practices on phone intakes and shelter admissions. This is a part-time, hourly position.

Helpline Manager

Monday
- Friday: 25 hours per week, minimum of 5 hours per shift

Available

Shifts:

7:00AM-12:00PM, 12:00PM-5:00PM, 3:

-8:00PM

• Conduct trauma informed phone intakes and support overall operations of the Helpline, including after hours
• Facilitate communications and monitoring procedures with phone systems and after-hours providers to ensure consistency in Helpline protocols 24/7
• Document calls taken and calls transferred by third-party after-hours providers
• Assist in identifying barriers to clients connecting to services after hours (phone intake process, transportation protocols, space availability, time limits, program guidelines, etc.) and in the development/execution of plans for improvement
• Assist survivors with navigating referrals and initial safety planning.
• Assist with completing follow-up calls as designated by the Helpline Manager.
• Follow up with callers and provide caller-specific resources to best assist with their needs
• Participate in Safe Harbor staff meetings, team meetings, training and continuing education as able
• Engage as a member of the Helpline team in creating a culture that exemplifies teamwork, responds to intake concerns and challenges in a trauma informed manner; and promotes safety and value of clients and fellow co-workers
• Responds to and perform other tasks and projects assigned by supervisor

• Ability to work with diverse individuals in an empathetic and nonjudgmental manner, demonstrated respect for others’ experiences, language, culture, and knowledge
• Demonstrated level headedness, strong problem-solving skills, and self-awareness
• Ability to work well in a team setting and utilize other direct service staff to gain perspective and assistance with duties of the job
• Strong verbal and written communication skills with attention to detail
• Ability to organize and manage multiple priorities in a crisis-oriented environment
• Ability to manage confidential information in an appropriate manner
• Possess conflict resolution skills
• Ability to work flexible hours, preference for availability in the evening
• Knowledge of the dynamics of domestic violence
• Computer proficiency. Experience with Adobe Acrobat, G-Suite, Excel, and Microsoft Suites
• Public speaking experience preferred
• Bilingual skills preferred
• High school diploma or equivalent