Trauma-Informed After-Hours Helpline Lead

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

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