After Hours Helpline Coordinator

Safeharborsc; Greenville (SC); On-site; USD 30,000 - 39,000; Full time

Job summary

Safe Harbor is seeking an After Hours Helpline Coordinator to support trauma-informed, survivor-centered responses on the 24/7 helpline. Reporting to the Helpline Manager, you will coordinate with the third-party after-hours provider and Safe Harbor staff to ensure consistent protocols and timely documentation in Empower.

The role includes coordinating after-hours coverage, assisting with referrals and safety planning, developing training materials, onboarding staff, and participating in

Qualifications

• Associate degree in human services or related field.
• Ability to work with diverse individuals empathetically and respectfully.
• Experience facilitating training, onboarding, or leading small groups.
• Ability to coach, provide feedback, and support interns and staff.
• Strong proficiency in Microsoft Office and Google Workspace.
• Strong problem-solving, self-awareness, and level-headedness.
• Strong active listening skills.
• Knowledge of domestic abuse dynamics, trauma-informed care, de-escalation, survivor-centered delivery.
• Excellent written and verbal communication and documentation.
• Ability to maintain confidentiality and ethical standards.
• Ability to collaborate across divisions and contribute to team culture.
• Bilingual skills are a plus.

Responsibilities

• Answer calls on the 24/7 Helpline and conduct trauma-informed intakes.
• Assist survivors with referrals, safety planning, and service navigation.
• Coordinate communications with after-hours provider and Safe Harbor staff to ensure consistent procedures.
• Support onboarding and training of helpline staff and volunteers.
• Develop and maintain trauma-informed training materials for after-hours providers.
• Ensure accurate documentation of helpline calls in Empower.
• Monitor barriers to accessing services after hours and report concerns to the Helpline Manager.
• Participate in staff meetings and continuing education opportunities.
• Obtain and maintain VSP certification.
• Promote survivor-centered, trauma-informed responses.

Skills

Empathy

Training delivery

Coaching

Active listening

Problem-solving

Communication

Confidentiality

Collaboration

Trauma-informed care

Education

Associate's degree in human services or related field

Tools

Microsoft Office Suite

Google Workspace

Job description

Summary: 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.

Reports to: Helpline Manager

Schedule:

Monday - Wednesday 7:30am-3:30pm; Thur'sday- Friday 11:00am-7:00pm

Job 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.

Infrastructure Development:

• 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.

Essential Qualifications:

• 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
• Bilingual skills are a plus