After Hours Helpline Coordinator

Safe Harbor•Greenville, SC

About The Position

The Helpline After Hours Coordinator supports the consistent, effective, and trauma informed operation of Safe Harbor’s 24/7 Helpline, with a primary focus on after-hours services. Under the direction of the Helpline Manager, this position coordinates communication with the third-party after-hours provider and Safe Harbor staff, supports consistent application of Helpline protocols and procedures, and promotes trauma-informed, survivor-centered responses. The After-Hours Coordinator identifies operational and service barriers, assists with continuous improvement efforts, and develops, maintains, and implements trauma-informed training materials and resources for after-hours providers and staff. The position also supports onboarding and training, promotes accurate documentation and access to current Helpline information, and serves as an operational and training resource for after-hours Helpline services, and overall practices. This is a full time, hourly, nonexempt position eligible for full benefits.

Requirements

Associate's degree in human services or related field
Ability to work with diverse individuals in an empathetic and non-judgmental manner, demonstrated respect for others’ experiences, language, culture and knowledge
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
Strong proficiency in Microsoft Office Suite (Outlook, Teams, Excel, Word) and Google Workspace applications
Demonstrated level headedness, strong problem-solving skills and self-awareness
Strong active listening skills
Demonstrated knowledge of domestic abuse dynamics, trauma-informed care principles, de-escalation practices, and survivor-centered service delivery models
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

Nice To Haves

Bilingual skills are a plus

Responsibilities

Answer calls on the 24/7 Helpline and conduct trauma-informed Helpline intakes, including supporting after-hours operations.
Assist survivors with referrals, service navigation, and initial safety planning.
Coordinate communication with phone systems, after-hours provider, and Safe Harbor staff to promote consistent Helpline protocols and procedures 24/7.
Serve as a primary operational resource and point of contact for third-party after-hours Helpline provider, supporting communication, troubleshooting, and consistency in procedures.
Coordinate monthly Helpline coverage by third-party provider to support Safe Harbor staff meetings, trainings, and other agency needs.
Provide support and resources to Safe Harbor staff providing after-hours Helpline coverage.
Ensure accurate and timely documentation of Helpline calls in Empower.
Monitor and identify barriers to individuals' accessing services after hours, including phone intake processes, space availability, program guidelines, and referral processes, and communicate concerns and recommendations to the Helpline Manager.
Identify gaps and trends in Helpline operations, consistency, and trauma-informed intake practices and assist with developing and implementing improvements.
Gather feedback from after-hours provider and staff regarding Helpline procedures, training needs, and operational barriers and work in conjunction with Helpline Manager to improve operations and protocols.
Participate in Safe Harbor staff meetings, team meetings, trainings, and continuing education opportunities.
Obtain and maintain VSP certification.
Contribute as a member of the shelter advocacy team to a culture of teamwork, collaboration, safety, and trauma-informed support for clients and coworkers.
Perform other duties and responsibilities as assigned by the supervisor.
Under the direction of the Helpline Manager, manage assigned Helpline resources and support effective Helpline operations.
Create, organize, and maintain training documents, guides, resources, and materials for third-party after-hours provider and Safe Harbor staff.
Develop and maintain standardized after-hours Helpline training materials addressing protocols, procedures, documentation, trauma-informed intake, safety planning, referrals, and available services.
Coordinate implementation of training for third-party after-hours provider, including scheduling, materials, orientation, and follow-up resources.
Maintain and regularly update Helpline protocols, procedures, shared documents, and resources to ensure information is accurate, accessible, and consistent.
Collaborate with the Helpline Manager to assess training needs, identify operational gaps, and develop or revise Helpline training materials and resources.
Collaborate with the Helpline Manager to update Helpline-related forms and resources in Empower DB.
Assist with training and onboarding of Helpline staff, interns and volunteers as needed.