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