Helpline Call Advocate

Job Description

Job Description

Salary: 16.35

Summary: Thisposition will worktoensureconsistency and quality incaller experiences andfirstimpressionson Safe Harbors24/7Helpline. Call advocatespracticetrauma informedcare for allcalls, includingemergency shelterintakesandgeneral inquiries.This is afull-time,hourly, non-exemptposition, eligible for benefits.

Reports To:HelplineManager

Schedule:40hours per week,Monday- Friday 8:30am 4:30pm, with one possible mid shift per week between the hours of 11am- 7pm.

Job Responsibilities

• Conduct trauma-informed helplinecalls and intakesin alignment with Safe Harbors empowerment-based, survivor-centered, and trauma-informed care service model

• Document helpline callsin accordance withestablished policies, procedures, and compliance standards

• Contribute todevelopment of helplineoperations, infrastructure,and facilitation ofhelpline training, as needed,to promote continuityof helplinepractices

• Identifybarriers to clients connecting to services (phone intake process, transportation protocols, space availability, time limits, program guidelines, etc.)andoffer insight towardsimprovementforserviceaccessibility

• Support survivors with navigating referrals and initial safety planning.

• Complete follow-up callsas assignedand provide caller-specific resources to best assist with their needs

• Participate in Safe Harbor staff meetings, team meetings, trainings, and continuing education, including obtaining andmaintainingVictim Service Provider Certification

• Contribute to a workplace culture that promotes teamwork, innovation, trauma-informed practice, and the safety and dignity of both clients and colleagues

• Demonstrate professionalismand highethicalstandardsin all aspects of helpline and agency operationsand interactions

• Perform other duties and responsibilities as assigned by supervisor

Essential Qualifications

• Associates degree in human services or a related fieldpreferred

• Ability to work with diverse individuals in an empathetic and nonjudgmental manner

• Demonstratesrespect for others experiences, language, culture,and/or personal backgrounds

• Encompasseslevel headedness, strong problem-solvingskills, and self-awareness

• Ability tomaintainconfidential and sensitive informationin accordance withagency policies, ethical standards, victim service best practices, and state and federal laws whether working in person or via possible telework opportunities

• Ability towork well in a teamsetting andutilizeother direct service staff to gain perspective andassistancewith duties ofhelpline and agency operations

• Ability to organize and manage multiple priorities in acrisis- orientedenvironment

• Strong verbal and written communication skills with attention to detail

• Strongproficiencyin Microsoft Office Suite (Outlook, Teams, Excel, Word) and Google Workspace applications

• Bi- lingualskillspreferred