Part-time Helpline Call Advocate

Safe Harbor•Greenville, SC

About The Position

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.

Requirements

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

Nice To Haves

Associate’s degree in human services or a related field preferred
Bi-lingual skills preferred

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