Helpline Call Advocate

Summary: Thisposition will worktoensureconsistency and quality incaller experiences andfirstimpressionson Safe Harbor’s24/7Helpline. Call advocatespracticetrauma informedcare for allcalls, includingemergency shelterintakesandgeneral inquiries.This is afull-time,hourly, non-exemptposition, eligible for benefits.

Reports To: Helpline Manager

Schedule: 40 hours 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 helpline calls and intakesin alignment with Safe Harbor’s empowerment-based, survivor-centered, and trauma-informed care service model

• Document helpline calls in accordance with established policies, procedures, and compliance standards

• Contribute to development of helpline operations, infrastructure, and facilitation ofhelpline training, as needed, to promote continuity of helpline practices

• Identify barriers to clients connecting to services (phone intake process, transportation protocols, space availability, time limits, program guidelines, etc.) and offer insight towards improvement for service accessibility

• Support survivors with navigating referrals and initial safety planning.

• Complete follow-up calls as assigned and provide caller-specific resources to best assist with their needs

• Participate in Safe Harbor staff meetings, team meetings, trainings, and continuing education, including obtaining and maintaining Victim 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 professionalism and high ethical standards in all aspects of helpline and agency operations and interactions

• Perform other duties and responsibilities as assigned by supervisor

Essential Qualifications

• Associate’s 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