As a key member of the Society of St. Vincent de Paul Council of Seattle-King County, the Helpline Specialist plays a vital role in providing compassionate and respectful support to our neighbors in need.

This position requires an individual with excellent communication skills, both technical and personal, to effectively coordinate referrals to SVdP volunteers, staff, and other resources. The ideal candidate will possess the ability to work independently and as part of a team, with a strong focus on customer service and problem-solving.

The Helpline Specialist will be responsible for:

• Answering and managing client calls for assistance, documenting relevant information, and referring callers to appropriate SVDP volunteer groups.
• Entering information into the database accurately, using a computer and cloud-based phone system, and communicating effectively with callers from diverse cultural backgrounds.
• Triage incoming neighbor phone calls, responding with compassion and skill, and making accurate assessments and referrals to SVDP assistance programs and other agencies.
• Collaborating with the Helpline Supervisor, Vincentian Support, Case Management, and Centro Rendu teams to share essential information, engage in trainings, and problem-solve as needed.
• Offering reliable referrals to other community resources, advocating for neighbors, and following up on referrals.
• Working in collaboration with all agency departments to strengthen the mission and objectives of SVdP.
• Serving as a proactive and reliable team player, performing other duties as directed by the supervisor.

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and abilities required.

The ideal candidate will possess:

• Bilingual listening, speaking, and writing abilities in both English and Spanish.
• A Bachelor's degree in a related field or three to five years of related experience and/or training, or an equivalent combination of education and experience.
• Experience in social work, counseling, or crisis intervention work is preferred.
• Ability to listen patiently and nonjudgmentally, respond with respect and compassion, and understand clients from diverse cultural backgrounds.
• Ability to read a map, record addresses correctly, and use Google maps and database maps to locate addresses or other locations correctly.
• Ability to do basic arithmetic and handle numbers accurately without transposing digits.
• Ability to handle incomplete or unreliable information and ask appropriate questions or look up addresses on maps or websites to get accurate information.
• Ability to solve problems and interpret a variety of instructions in written, oral, or graphic forms.
• Proficiency with using a computer, database experience, Microsoft Outlook email, Google maps, and internet searches.

This is a non-supervisory role, and the ideal candidate will be a proactive and reliable team player who is committed to providing exceptional customer service and support to our neighbors in need.