Helpline Coordinator

Title:     Helpline Coordinator

Summary:  Under the supervision of the Helpline Manager, this position will work with to ensure consistency and quality in client experiences and first impressions on Safe Harbor’s 24-hour Helpline.  This position will develop and execute streamlined practices and processes for training staff, interns, and volunteers to conduct trauma informed intakes and strengthen service provision. This is a full time, hourly, nonexempt position eligible for full benefits.

Reports To:        Helpline Manager

Job Responsibilities

• Conduct trauma informed Helpline intakes and assist in managing daily operations of the Helpline
• Assist in developing and executing streamlined practices and processes for training staff, interns and volunteers to conduct consistent and trauma-informed phone intakes and strengthen service provision to survivors of domestic abuse
• Research, develop and implement best practices for Helpline Internship program and assist with supervision for Helpline Interns
• Assist with outreach and recruitment for Safe Harbor’s Helpline Internship program
• Assist with scheduling and conducting interviews with candidates for Safe Harbor’s Helpline internship and volunteer program
• Aid in orientation and onboarding of new volunteers and interns for Safe Harbor’s Helpline
• Assist the Helpline Manager with training development and implementation for interns, volunteers, and staff members
• Assist in troubleshooting issues with phone system and afterhours providers to ensure consistency in Helpline protocols 24/7
• Assist in identifying areas of development and addressing gaps in consistency on Helpline and trauma informed intake practices
• Assist in identifying 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
• Maintain a current guide of community resources, assist survivors with navigating referrals, and initial safety planning.
• Participate in Safe Harbor staff meetings, team meetings, trainings and continuing education
• Engage as a member of the shelter advocacy 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 responsibilities as assigned by supervisor

Essential Qualifications

• Associate Degree in Human Services or related field preferred
• Bilingual skills preferred with consideration for additional compensation
• Crisis intervention experience preferred
• Excellent organizational skills
• High proficiency with Microsoft Office Suite (including but not limited to Teams, Visio, Shifts, Notebook) and Google Suite Applications
• Strong leadership skills
• Effective, empathetic communicator
• Beginner or intermediate knowledge base of domestic abuse dynamics or possessing direct service experience
• Ability to manage confidential information in an appropriate manner