Helpline Call Advocate

Summary: This position will work to ensure consistency and quality in caller experiences and first impressions on Safe Harbor’s 24/7 Helpline. Call advocates practice trauma informed care for all calls, including emergency shelter intakes and general inquiries. This is a full-time, hourly, non-exempt position, 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 intakes in 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 of helpline 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 field preferred 

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

• Demonstrates respect for others’ experiences, language, culture, and/or personal backgrounds 

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

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

• Ability to work well in a team setting and utilize other direct service staff to gain perspective and assistance with duties of helpline and agency operations 

• Ability to organize and manage multiple priorities in a crisis-oriented environment 

• Strong verbal and written communication skills with attention to detail 

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

• Bi-lingual skills preferred