Hotline Call Specialist

WHO WE ARE:

A21 is a nonprofit organization fueled by radical hope that human beings everywhere will be rescued from bondage and completely restored. We are the Abolitionists of the 21st century (A21), and we work to free people in slavery and disrupt the demand. 

For 17 years now, we've rolled up our sleeves and set our feet to action. Why? Because in a single moment a number can turn into a name, a tragedy into a victory, and a belief into an action.
Freedom. That's our goal for every human being on the planet.

OUR MISSION: Abolish slavery everywhere, forever. 

WHAT WE ARE LOOKING FOR: Hotline Call Specialist

JOB PURPOSE

The Hotline Call Specialist is responsible for managing incoming hotline calls, maintaining accurate case records, ensuring appropriate referrals, and supporting the Hotline Manager in operational and partnership activities. The specialist contributes to a professional, victim-centered, and trauma-informed service, both during regular hours and evening/night shifts.

MAIN RESPONSIBILITIES/ KEY DUTIES 

Call Management

Respond to calls in accordance with A21’s Hotline Protocols.

Follow up on call cases (including call-backs, research, and coordination with service providers). 

Analyse cases and ensure that appropriate follow-up is conducted in a timely and effective manner.

Monitor hotline cases from initiation to appropriate resolution, ensuring continuity and accuracy in case management.

Produce accurate and timely reports for law enforcement and other service providers.

Receive and respond to emails and other digital communication channels related to hotline cases.

Conduct phone-based and in-person screening interviews to determine the status of a victim or potential victim of trafficking.

Follow Standard Operating Procedures (SOPs) for all calls requiring further action or escalation.

Respond to crisis situations as directed by the Country Manager or Country Hotline Manager. This may include interviewing potential victims, assisting with transportation, supporting emergency response, or liaising with relevant authorities and services.

Referral Network

Support the Hotline Manager in identifying, building, maintaining, and strengthening partnerships with key stakeholders (including law enforcement, healthcare providers, government agencies, social services, shelters, and community organizations) through phone/written communication or attending meetings, to ensure effective rescue operations, prevention efforts, and aftercare services for victims.

Participate in anti-trafficking meetings and subworking groups to represent the hotline.

Data Management

Enter all call information accurately and promptly into TOP, A21’s Operating Platform. Call operators are expected to complete all data entry before the end of their shift.

Meet all other administrative and reporting requirements to ensure efficient operations. 

Ensure data confidentiality and compliance with A21’s data protection and safeguarding policies.

Evening / Night Shift (17:00 – 09:00 the following morning)

Respond to calls in accordance with A21’s Hotline Protocols.

Ensure that the Hotline is properly diverted to the designated cell phone before the shift begins.

Stay in a location with reliable signal coverage and check connectivity frequently.

Work in a quiet environment where you can speak freely and maintain caller confidentiality.

Keep your computer/tablet open and ready to research information or log calls as needed.

Be available and maintain a calm, professional tone on all calls.

Be ready to use the language translation service when required.

Inform the Hotline Manager of any crisis or high-risk calls immediately.

Follow SOPs for calls requiring urgent or coordinated action.

Send an end-of-shift summary email to the Hotline Manager once your shift is complete. 

Ensure that the hotline has been successfully transferred to the next shift operator.

Other Responsibilities

Perform other duties that may arise during the shift, as appropriate to your role and skills.

Assist colleagues with day-to-day activities to support team workload balance.

Attend regular staff meetings as directed by the Country Hotline Manager.

Assist the Hotline Manager in professional trainings as requested.

Prepare and submit reports (weekly, monthly, and annual as required).

Promote the Hotline through media, outreach events, and online communication campaigns.

Support the creation, approval, and broadcast of Public Service Announcements (PSAs). 

Read, sign, and adhere to the Child Protection Policy, Code of Conduct, and Non-Disclosure Agreement, ensuring compliance at all times.

Participate in emergency on-site operations alongside the A21 Restore Team.

Complete A21’s Psychological First Aid Training and apply its principles when responding to calls.

PERSONAL SPECIFICATIONS -  Qualifications, Experience, Knowledge & Skills

ESSENTIAL

Bachelor’s degree (any field)

Very good knowledge of Greek and English (C1/C2) spoken and written

Ability to respond calmly and effectively in urgent or high-pressure situations

Patience and professionalism with difficult or inappropriate callers

Ability to de-escalate stressed, confused, or distressed callers

Ability to communicate clearly with law enforcement, government officials, and healthcare providers.

Valid driver’s license and ability to provide a police check

Uphold, safeguard, and promote the organization’s values, ethics, integrity, and corporate social responsibility

Ability to work effectively in a multicultural, global organization

DESIRABLE

Bachelor’s degree in Psychology, Social Work, International Relations, Sociology, or related social sciences.

Previous experience in the anti-trafficking field, or with community groups, refugees, or vulnerable populations.

Previous experience in humanitarian organizations.

Previous experience working in a call center or hotline environment.

Knowledge of CRM databases and other IT tools.

Ability to speak additional languages (e.g., Spanish, Russian, Arabic, French).

Strong organizational skills and attention to detail.

Other Requirements

Demonstrated passion for social justice, human rights, and gender issues.

Willingness to work non-traditional schedules, including evenings, weekends, and travel.

Ability to work effectively in high-stress situations while maintaining professionalism.

Sensitivity and empathy when working with survivors or callers experiencing trauma.