After Hours Helpline Coordinator

Job Description

Job Description

Summary: The Helpline After Hours Coordinator supports the consistent, effective, and trauma informed operation of Safe Harbor’s 24/7 Helpline, with a primary focus on after-hours services. Under the direction of the Helpline Manager, this position coordinates communication with the third-party after-hours provider and Safe Harbor staff, supports consistent application of Helpline protocols and procedures, and promotes trauma-informed, survivor-centered responses. The After-Hours Coordinator identifies operational and service barriers, assists with continuous improvement efforts, and develops, maintains, and implements trauma-informed training materials and resources for after-hours providers and staff. The position also supports onboarding and training, promotes accurate documentation and access to current Helpline information, and serves as an operational and training resource for after-hours Helpline services, and overall practices.  This is a full time, hourly, nonexempt position eligible for full benefits.   

Reports to: Helpline Manager 

Schedule:   

Monday- Wednesday 7:30am-3:30pm; Thursday- Friday 11:00am-7:00pm 

Job Responsibilities:  

General:  

• Answer calls on the 24/7 Helpline and conduct trauma-informed Helpline intakes, including supporting after-hours operations. 

• Assist survivors with referrals, service navigation, and initial safety planning. 

• Coordinate communication with phone systems, after-hours provider, and Safe Harbor staff to promote consistent Helpline protocols and procedures 24/7. 

• Serve as a primary operational resource and point of contact for third-party after-hours Helpline provider, supporting communication, troubleshooting, and consistency in procedures. 

• Coordinate monthly Helpline coverage by third-party provider to support Safe Harbor staff meetings, trainings, and other agency needs. 

• Provide support and resources to Safe Harbor staff providing after-hours Helpline coverage. 

• Ensure accurate and timely documentation of Helpline calls in Empower. 

• Monitor and identify barriers to individuals' accessing services after hours, including phone intake processes, space availability, program guidelines, and referral processes, and communicate concerns and recommendations to the Helpline Manager. 

• Identify gaps and trends in Helpline operations, consistency, and trauma-informed intake practices and assist with developing and implementing improvements. 

• Gather feedback from after-hours provider and staff regarding Helpline procedures, training needs, and operational barriers and work in conjunction with Helpline Manager to improve operations and protocols.  

• Participate in Safe Harbor staff meetings, team meetings, trainings, and continuing education opportunities. 

• Obtain and maintain VSP certification. 

• Contribute as a member of the shelter advocacy team to a culture of teamwork, collaboration, safety, and trauma-informed support for clients and coworkers. 

• Perform other duties and responsibilities as assigned by the supervisor. 

Infrastructure Development:  

• Under the direction of the Helpline Manager, manage assigned Helpline resources and support effective Helpline operations. 

• Create, organize, and maintain training documents, guides, resources, and materials for third-party after-hours provider and Safe Harbor staff. 

• Develop and maintain standardized after-hours Helpline training materials addressing protocols, procedures, documentation, trauma-informed intake, safety planning, referrals, and available services. 

• Coordinate implementation of training for third-party after-hours provider, including scheduling, materials, orientation, and follow-up resources. 

• Maintain and regularly update Helpline protocols, procedures, shared documents, and resources to ensure information is accurate, accessible, and consistent. 

• Collaborate with the Helpline Manager to assess training needs, identify operational gaps, and develop or revise Helpline training materials and resources. 

• Collaborate with the Helpline Manager to update Helpline-related forms and resources in Empower DB. 

• Assist with training and onboarding of Helpline staff, interns and volunteers as needed. 

Essential Qualifications  

• Associate's degree in human services or related field 

• Ability to work with diverse individuals in an empathetic and non-judgmental manner, demonstrated respect for others’ experiences, language, culture and knowledge 

• Experience facilitating training sessions, onboarding programs, or leading small-group instruction  

• Ability to provide coaching, feedback, and support to interns, volunteers, and entry-level staff 

• Strong proficiency in Microsoft Office Suite (Outlook, Teams, Excel, Word) and Google Workspace applications 

• Demonstrated level headedness, strong problem-solving skills and self-awareness 

• Strong active listening skills 

• Demonstrated knowledge of domestic abuse dynamics, trauma-informed care principles, de-escalation practices, and survivor-centered service delivery models  

• Strong organizational skills, with the ability to manage scheduling, training coordination, documentation, and multiple concurrent responsibilities  

• Excellent written and verbal communication skills, including accurate and timely documentation  

• Ability to maintain confidentiality of sensitive information in accordance with agency policies, ethical standards, victim service best practices, and state and federal laws, whether working in person or via telework  

• Ability to collaborate effectively across divisions and contribute to a team-oriented, trauma-informed workplace culture  

• Bilingual skills are a plus