Helpline Manager

Summary: This position will work to ensure consistency and quality in client experiences and first impressions on Safe Harbor’s 24-hour Helpline.  The qualified candidate will have the ability to communicate with Helpline callers, Safe Harbor coworkers/staff, interns, volunteers, and outside agencies/organizations in a trauma informed and non-prejudiced approach. This role also functions as a Helpline trainer and closely supervises Intake Room operations, training, and overall practices. This is a full time, hourly, nonexempt position eligible for full benefits.

Reports To: Director of Advocacy & Housing

Direct Reports: Help Line Advocate, Helpline Coordinator
and
Help Line Interns/Volunteers

Schedule: Monday-Friday, 8:30-4:30

Job Responsibilities

General:

• Manage daily operations of the Helpline as staff conduct trauma informed intakes, conduct intakes as available


• Provide supervision to Helpline Staff, Volunteers, and Interns


• Oversee the development and execution of streamlined processes for training staff, interns and volunteers to conduct consistent and trauma-informed phone intakes and practices
  
  
  
  • Assist with training within the internship program as needed
  
  
  • Conduct regular trainings with Safe Harbor staff who answer the helpline
  
  
  
  


• Facilitate communications and monitor procedures with phone systems and afterhours providers to ensure consistency in Helpline protocols 24/7


• Collaborate with Safe Harbor supervision and leadership to ensure consistency in Helpline service provision, address any issues that may arise, and contribute to trauma informed leadership practices


• Document and compile monthly Helpline statistics including tracking Helpline calls, referrals, and after-hour calls.


• Update Intake Room inventory sheets to maintain an accurate understanding of physical resources


• Engage as a member of Safe Harbor leadership in creating a culture that exemplifies teamwork, responds to challenges in a trauma informed manner; and promotes safety and value of clients and fellow co-workers


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


• Responds to and perform other tasks and responsibilities as assigned by supervisor

 Infrastructure Development:

• Identify areas of development and addressing gaps in consistency on Helpline and trauma informed intake practices


• Identify 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

Essential Qualifications

• Bachelor’s in Human Services or related field preferred


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


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


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


• Strong verbal and written communication skills with attention to detail


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


• Ability to manage confidential information in an appropriate manner


• Possess conflict resolution skills


• Ability to work flexible hours, including some evenings


• Knowledge of the dynamics of domestic violence


• High proficiency with utilizing Microsoft Office Suite (including but not limited to Teams, Shifts, Notebook), Google Suite Applications


• Public speaking experience preferred


• Bi-lingual skills preferred