Helpline Manager Safe Harbor

Summary
:
This position will work to ensure consistency and quality in client experiences and first impressions on Safe Harbor’s 24-hour Helpline. The qualified candidate will have the ability to communicate with Helpline callers, Safe Harbor coworkers/staff, interns, volunteers, and outside agencies/organizations in a trauma informed and non-prejudiced approach. This role also functions as a Helpline trainer and closely supervises Intake Room operations, training, and overall practices.

This is a full time, hourly, nonexempt position eligible for full benefits.

Reports To
:
Director of Advocacy & Housing

Direct Reports
:
Help Line Advocate, Helpline Coordinator
and
Help Line Interns/Volunteers

Schedule
:
Monday-Friday, 8:30-4:30

• General:
  • Manage daily operations of the Helpline as staff conduct trauma informed intakes, conduct intakes as available.
  • Provide supervision to Helpline Staff, Volunteers, and Interns.
  • Oversee the development and execution of streamlined processes for training staff, interns and volunteers to conduct consistent and trauma-informed phone intakes and practices.
  • Assist with training within the internship program as needed.
  • Conduct regular trainings with Safe Harbor staff who answer the helpline.
  • Facilitate communications and monitor procedures with phone systems and after hours providers to ensure consistency in Helpline protocols 24/7.
  • Collaborate with Safe Harbor supervision and leadership to ensure consistency in Helpline service provision, address any issues that may arise, and contribute to trauma informed leadership practices.
  • Document and compile monthly Helpline statistics including tracking Helpline calls, referrals, and after-hour calls.
  • Update Intake Room inventory sheets to maintain an accurate understanding of physical resources.
  • Engage as a member of Safe Harbor leadership in creating a culture that exemplifies teamwork, responds to challenges in a trauma informed manner; and promotes safety and value of clients and fellow co-workers.
  • Participate in Safe Harbor staff meetings, team meetings, trainings and continuing education.
  • Responds to and perform other tasks and responsibilities as assigned by supervisor.

• Identify areas of development and addressing gaps in consistency on Helpline and trauma informed intake practices.
• Identify barriers to individuals connecting to services (phone intake process, transportation protocols, space availability, time limits, program guidelines, etc.) and in the development/execution of plans for improvement.

• Bachelor’s in Human Services or related field preferred.
• 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, including some evenings.
• Knowledge of the dynamics of domestic violence.
• High proficiency with utilizing Microsoft Office Suite (including but not limited to Teams, Shifts, Notebook), Google Suite Applications.
• Public speaking experience preferred.
• Bi-lingual skills preferred.