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 Training Coordinator, Helpline After-hours Coordinator 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 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 Excel, Teams, Shifts, Notebook), Google Suite Applications 

• Public speaking experience preferred  

• Bi-lingual skills preferred