Helpline Manager

Summary:This position will work to ensure consistency and quality in client experiences and first impressions on Safe Harbors 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 afull time,hourly,nonexemptpositioneligible for full benefits.

ReportsTo: Directorof Advocacy& Housing

Direct Reports:Help Line Advocate, HelplineTrainingCoordinator, Helpline After-hoursCoordinator and
Helpline Interns/Volunteers

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

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 developmentand execution ofstreamlined processes for training staff,internsand volunteers to conduct consistent and trauma-informed phone intakes and practices

• Assistwith training within theinternshipprogramas needed

• Conduct regular trainings with Safe Harbor staffwho answer the helpline

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

• Collaborate withSafe Harbor supervision and leadershiptoensure 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, andafter-hourcalls.

• Update Intake Room inventory sheetstomaintainan accurateunderstanding 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,trainingsand continuing education

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

Infrastructure Development:

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

• Identifybarriers 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'sin human servicesor related fieldpreferred

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

• Demonstrated level headedness, strong problem-solvingskills, and self-awareness

• Ability to work well in a team setting andutilizeother direct service staff to gain perspective andassistancewith 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 inan appropriate manner

• Possess conflict resolution skills

• Ability to work flexible hours, including some evenings

• Knowledge of the dynamics of domestic violence

• Highproficiencywith utilizing Microsoft Office Suite (including but not limitedto Excel,Teams, Shifts, Notebook), Google Suite Applications

• Public speaking experiencepreferred

• Bi-lingual skillspreferred