After Hours Helpline Coordinator
On-siteGreenville, South Carolina, United States
Job Summary
Coordinate communication with the third-party after-hours provider and Safe Harbor staff to promote consistent Helpline protocols and procedures 24/7. Answer calls on the 24/7 Helpline, conduct trauma-informed intakes, assist survivors with referrals and safety planning, and ensure accurate documentation in Empower. Develop and maintain standardized training materials for after-hours providers and staff, coordinate implementation of training, and monitor operational barriers to improve service access. Serve as a primary operational resource for third-party providers and support Safe Harbor staff meetings and onboarding. Participate in staff meetings, trainings, and continuing education opportunities. This full-time, hourly role supports the consistent, trauma-informed operation of Safe Harbor's 24/7 Helpline.
Required 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
- Obtain and maintain VSP certification
Desired Qualifications
- Bilingual skills are a plus
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