Helpline Coordinator

GENERAL SUMMARY

Under the general supervision of the Sr. Director of Advocacy,
Community Prevention, and JEDI Specialist, the Helpline Coordinator must be a teamoriented convenor with effective communication skills. The position requires critical
thinking, strong interpersonal skills with an ability to build trust and develop strong
supportive relationships with partners, victims and survivors seeking support and services.
The Helpline Coordinator is responsible for public and professional execution of all
elements for the agency’s 24/7/365 statewide Helpline Program. This includes leading the
recruitment, training, ongoing stewardship and on call support for Helpline Volunteer
Advocates, providing trauma-informed community response to victims and
ambassadorship for the agency in all related Helpline and advocacy opportunities.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Through innovative and creativity with community engagement, lead outreach, recruitment, and community engagement efforts to promote the helpline and volunteer interest
• Responsible for training, scheduling, and supervision of all volunteers associated
  with the Helpline program and for effectively recruiting, screening, and orientating
  helpline volunteers and ensuring their successful placement in the helpline. Assess
  volunteer needs, including number of volunteers, skills, and appropriate schedules;
  implements creative solutions to volunteer planning.
• Arrange monthly meetings and trainings and additional check-ins for new and
  responding volunteers to support their growth and development and to provide
  support post Helpline response and ensure ongoing appreciation and recognition of
  volunteers.
• Planning and coordination of at least two (2) Helpline Trainings of a yearly basis to
  onboard and prepare advocates.
• Collaborate with Blackstone Valley Advocacy Center (Helpline call center) to ensure
  an appropriate and prompt response to victims of sexual assault, domestic
  violence, and hate crimes at hospitals and police departments statewide.
• Ensure timely case management and follow-up over the phone and in-person as
  needed to provide support, advocacy, court accompaniment, and referrals to
  victims of crime, including referrals to Law Enforcement Advocates, Children’s
  Advocacy Center, clinical services, and other providers to ensure comprehensive
  delivery of services to crime victims.
• Develop and maintain records related to volunteer activities and the Helpline
  program, including regular entry of Helpline data, periodic grant reports for funders,
  and other Helpline/volunteer specific data logs.
• Collaborate and communicate effectively with Day One management, staff,
  volunteers, and others in order to ensure the continued successful operation of the
  Helpline program.
• Communicate and facilitate staff on call needs and scheduling for the Helpline
  program.
• Provides 24/7 on call support and coverage to advocates staffing the Helpline,
  including daytime, evening, weekend, and overnight hours.
• Collaborate with agencies throughout Rhode Island to address service delivery and
  needs of survivors such as housing, basic needs, transportation, etc.
• Provide training at community agencies/partners statewide to ensure appropriate
  responses to victims of sexual violence.
• Maintain appropriate boundaries and follow the confidentiality policy and
  procedures for all Helpline calls.

SKILLS AND ABILITIES REQUIRED:

• A high level of interpersonal skills in order to provide crisis intervention services to victims of sexual assault, domestic violence, and hate crimes throughout Rhode Island.
• Sensitivity to issues related to the needs of crime victims, especially sexual assault
  and domestic violence and the ability to remain non-judgmental and open-minded
  when working with victims of crime.
• Understanding of medical and legal processes following victimization.
• Ability to work well under pressure, utilizing critical thinking and crisis intervention
  skills in a calm and effective manner.
• Excellent verbal, written communication and computer skills, including Microsoft
  Office and navigation of databases.
• Demonstrate competencies regarding cultural humility and values diversity, equity,
  and inclusion.
• Ability to provide 24/7 on call support and coverage to advocates staffing the
  Helpline during assigned weeks.

WORKING CONDITIONS:

• On site/professional office-based position with remote options based on project
  specific needs and supervisory approval.
• Position requires some in-state travel, valid driver’s license and insurance required
  in accordance with state law(s).
• Work requires flexible hours and some evening and weekend hours.
• Availability 24/7 for Helpline response and in person advocacy to hospitals and/or
  police stations in Rhode Island.

MINIMUM EDUCATION AND EXPERIENCE REQUIRED:

• Bachelor’s degree or equivalent required.
• Experience and/or knowledge of interpersonal violence, domestic violence, sexual
  assault, and crisis intervention preferred.
• Understanding ofthe different provider agencies throughout Rhode Island for
  service delivery and the needs of survivors, such as housing, basic needs,
  transportation, etc.
• Completion of the next Helpline volunteer training program is required.