Helpline Advocate

Womankind; Greater London; Hybrid; USD 48,000 - 50,000; Full time

Job summary

An established industry player is seeking a compassionate Helpline Advocate to support survivors of gender-based violence. This role involves providing crisis counseling and assistance through various communication channels, ensuring that survivors receive the necessary support and resources. The ideal candidate will possess a Bachelor's Degree and have a strong understanding of domestic violence issues. With a competitive salary and a hybrid work model, this position offers a unique opportunity to make a meaningful impact in the community while working alongside a dedicated team committed to social justice and well-being. If you're passionate about helping others and want to be part of a transformative mission, this role is for you.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Generous Paid Time Off

403(B) Retirement Plan

Commuter Transit Program

Qualifications

• Bachelor’s Degree required with a focus on social services.
• Experience in crisis counseling and management preferred.

Responsibilities

• Answer helpline calls and provide crisis counseling.
• Assess service needs and provide appropriate referrals.
• Maintain accurate records of client interactions.

Skills

Crisis Counseling

Crisis Management

Client Service

Multilingual Communication

Knowledge of Domestic Violence

Education

Bachelor's Degree

Tools

MS Outlook

MS Teams

MS Word

MS Excel

Databases

Job description

Womankind uses the multidimensionality of our Asian heritage to work alongside survivors of gender-based violence as they build a path to healing. We are working tirelessly to create a future where we Rise Above Violence and our communities can innovate towards collective well-being, restoration, and social justice.

Calling the 24/7 multilingual helpline opens the door to all the services of Womankind. Highly trained Helpline Advocates (HA) are the first responders of these calls. They provide emotional support and provide crisis counseling and help develop a basic safety plan to use if callers are not yet ready to seek help. They give information about Womankind’s residential programs and basic legal procedures such as filing for police reports and obtaining orders of protection. They also answer general questions about domestic violence, human trafficking, sexual violence, later in life abuse, and child abuse.

Helpline Advocates are expected to respond to chat or text, answer calls, provide assistance to survivors, and record the interactions into Womankind’s database. HAs are also responsible for some administrative work, as directed by the Helpline Specialist, Helpline Manager or Associate Director.

Essential Functions:

• Answer helpline calls, helpline chat/text everyday
• Provide safety checking and crisis counseling to survivors via calls, chat/text
• Assess caller’s service needs and provide internal and external referrals as needed
• Provide appropriate emergency shelter, housing, legal, medical or other referrals, educational information, and guidance to the survivors via call/ text/chat
• Conduct residential screening over the phone
• Create Client ID and log calls into the Womankind’s database
• Send out Helpline Log at the end of each shift
• Consult with the Associate Director/Helpline Manager and report child abuse or suicidal or homicidal responses to the appropriate authorities, if needed
• Provide light support services for up to 5 clients
• Update referral resources frequently
• Update helpline documentation with the Helpline Manager as needed
• Read emails and keep yourself updated about Womankind’s all internal programs: Legal (Immigration/ family law), P2E, Later in Life, Children Program, Community Programs etc.
• Troubleshoot and submit tickets for Phoenix, RingCentral, Helpline Chat/ Text, if needed
• Organize files and Helpline folder, send out emails, make phone calls or complete any administrative tasks assigned by Helpline Manager

Work Schedule and Location:

• Schedule: Monday – Friday, 9am-5pm or 10:00 am-6:00 pm
• Location: Womankind Headquarters: 42 Broadway, Suite 1836, New York, NY 10004
• This position offers a hybrid work option. At least three days in-person work required. During the probationary/training period, five days in-person required.

Qualifications:

• Bachelor’s Degree required
• Basic understanding of domestic violence, human trafficking, and sexual violence
• Experience working in social service field preferred
• Crisis counseling, crisis management experience preferred
• Direct client service experience preferred
• Fluency in any second language preferred, high preference for Spanish and/or an East Asian language
• Familiarities working with MS Outlook, Teams, Word, Excel, and other databases
• Social work or human services experience preferred
• Deep commitment to Womankind’s mission

Compensation Package:

Womankind offers a competitive and outstanding compensation package. Annual salary range for this position is between $48,000 and $50,000 based on the candidate’s experience, skill set, education, and other criteria. Top benefits include health/dental/vision/FSA plans, generous paid time off, holidays, 403(B) retirement plan, commuter transit program, and much more.

How to Apply:

Submit resume and cover letter to [e-mail] . Please include your name and “Helpline Advocate” in the subject line. No phone calls, please.

Womankind is an Equal Employment Opportunity Employer.