Part-time 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 part-time, hourly position.  

Reports To: Helpline Manager 

Schedule: 25 hours per week, minimum of 5 hours per shift 

Available Shifts: Monday – Friday, 8:30am-4:30pm with a strong preference for Monday, Tuesday and Friday availability. Opportunity for one mid or afterhours shift, per week, between the hours of 2pm-8pm, may be available. 

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 

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