Helpline Training Coordinator

Summary: Under the supervision of the Helpline Manager, all Safe Harbor Helpline Team members share responsibility for operating the 24/7 Domestic Abuse Helpline, each contributing to its overall effectiveness and service quality. The Helpline Training Coordinator (HLTC) assists with the development, implementation, and ongoing improvement of helpline training systems. This includes creating and updating training materials, enhancing onboarding processes, ensuring consistency in call handling and documentation, and monitoring adherence to protocols. The HLTC also leads
oversight of the Helpline internship and volunteer program, contributing to the training and professional development of interns. Additionally, the role collaborates across programs to promote service continuity and align helpline operations with broader agency initiatives.

This is a full time, hourly, non-exempt, benefits eligible position.

Reports To: Helpline Manager

Job Responsibilities
Under the direction of the Helpline Manager (HLM), the Helpline Training Coordinator (HLTC) may:

Conduct trauma-informed helpline intakes in alignment with Safe Harbor’s empowerment-based, survivor-centered service model

Accurately document all helpline calls in accordance with established policies, procedures, and compliance standards

Develop, implement, and continuously refine streamlined, best-practice training protocols to ensure consistent, trauma-informed phone intake processes across staff, interns, and volunteers

Coordinate the helpline internship and volunteer training program, including onboarding, recruitment support, candidate selection, and retention initiatives

Design and facilitate training opportunities for interns and volunteers, including leading monthly meetings focused on team building, skill development, policy review, and professional growth

Assist with intern and volunteer supervision through regular progress check-ins, performance evaluations, mentorship, and ongoing professional development support

Collaborate with helpline team members to ensure training manuals, resource databases, and reference guides remain accurate, current, and responsive to evolving community needs and service delivery standards

Monitor call patterns and intake documentation trends to identify opportunities for improving consistency, clarity, and quality of service delivery

Support the development of helpline protocols and assist in facilitating staff-wide training that intersects with other agency divisions to promote continuity and shared understanding of intake practices

Participate in staff meetings, team meetings, trainings, and continuing education opportunities, including obtaining and maintaining Victim Service Provider Certification

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

Demonstrate professionalism, ethical practice, and strict confidentiality in all aspects of helpline service delivery

Perform additional duties and responsibilities as assigned by the supervisor

Essential Qualifications

Associate’s degree in human services or a related field preferred

Experience designing, coordinating, or implementing training programs, mentorship initiatives, or structured instructional programming, with a demonstrated commitment to strengthening social service systems within public health or community-based settings (in paid or volunteer roles)

Experience facilitating training sessions, onboarding programs, or leading small-group instruction

Ability to provide coaching, feedback, and support to interns, volunteers, and entry-level staff

Demonstrated knowledge of domestic abuse dynamics, trauma-informed care principles, de-escalation practices, and survivor-centered service delivery models

Demonstrated knowledge of, or experience in, crisis intervention, victim advocacy, domestic violence services, or a related direct service setting

Strong organizational skills, with the ability to manage scheduling, training coordination, documentation, and multiple concurrent responsibilities

Excellent written and verbal communication skills, including accurate and timely documentation

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

Ability to collaborate effectively across divisions and contribute to a team-oriented, trauma-informed workplace culture

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

Bilingual skills are a plus