Position: Helpline Executive (WCC/SACC)

Association of Women for Action And Research; Singapore; On-site; SGD 40,000 - 55,000; Full time

Job summary

A community support organization in Singapore is seeking a compassionate Helpline Executive to provide essential support to callers reaching out through various channels. The ideal candidate will possess a Bachelor's degree in Social Work or related fields and have at least 2 years of social service experience. Key responsibilities include managing inquiries, offering referrals, and documenting interactions. Fluency in English and Chinese is necessary to assist diverse clients. Join a dedicated team making a positive impact on individuals in crisis.

Qualifications

• Minimum 2 years of experience in a social service role.
• Experience in providing emotional and practical support to individuals in crisis.
• Experience in case management and documentation.

Responsibilities

• Provide timely and empathetic support to callers and clients.
• Manage a high volume of incoming calls and inquiries.
• Document client interactions accurately and comprehensively.
• Offer referrals to appropriate internal and external services.

Skills

Strong interpersonal and communication skills

Excellent listening and empathy skills

Ability to handle sensitive information with discretion

Strong organizational and time management skills

Proficiency in Google Workspace

Flexibility and adaptability

Linguistic ability in English and Chinese

Education

Bachelor degree in Social Work, Psychology, Counseling, or related field

Job description

The Women’s Care Centre (WCC) and Sexual Assault Care Centre (SACC) Helplines provides women and sexual assault survivors of all gender with crucial services to help cope with life’s challenges, transitions and trauma. The Helpline team supports callers in exploring options and making informed choices. Our Helpline team is seeking a compassionate and dedicated individual to join our team as a Helpline Executive. The work involves providing essential support to individuals reaching out to our WCC and SACC callers through various channels, including calls, emails, chats and walk-ins.

Join us if you have a strong understanding of gender-based violence, women's rights issues, as well as a strong commitment to the values of AWARE’s gender- and trauma-informed practices.

Responsibilities

• Provide timely and empathetic support to callers and clients
• Manage a high volume of incoming calls and inquiries
• Document client interactions accurately and comprehensively
• Offer referrals to appropriate internal and external services
• Mentor and support helpline volunteer management
• Contribute to the development and improvement of helpline services and processes
• Participate in team meetings and projects
• Any other necessary tasks as required by the Manager, based on capacity

Qualifications and Work Experience

• Bachelor degree in Social Work, Psychology, Counseling, or related field
• Minimum 2 years of experience in a social service role
• Experience in providing emotional and practical support to individuals in crisis
• Experience in case management and documentation
• Experience in training and mentoring volunteers (preferred)

Skills

• Strong interpersonal and communication skills (both verbal and written)
• Excellent listening and empathy skills
• Ability to handle sensitive information with discretion and confidentiality
• Strong organizational and time management skills
• Proficiency in Google Workspace (Google Docs, Sheet, Slides, Drive) or similar Office Suites, and relevant database systems
• Ability to work independently and as part of a team
• Flexibility and adaptability to handle a fast-paced environment
• Linguistic ability in English and Chinese language (both written and spoken) is essential to attend to English- and Mandarin-speaking callers/clients