Helpline Manager

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, such as 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