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
- 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
