Helpline Coordinator #026

We believe all persons should be treated with equality, dignity and fairness. With high quality and culturally sensitive programs, delivered with integrity and compassion we are creating safety and self-sufficiency for survivors and their children.

Please submit a cover letter and list of 3 references.

The Domestic Violence Action Center is seeking a Full Time Helpline Coordinator

• Full time position M-F, 8:30-4:30, downtown Honolulu.
• We pay for 100% medical, dental and vision insurance.
• 14 paid holidays
• Birthday Off
• 401K options with Mutual of America
• Generous PTO policy
• Pet Insurance
• Life Insurance
• Flexible Spending

The Goal of the Helpline Coordinator

To assist agency’s callers to the telephone HELPLINE in their attempt to obtain information about domestic violence services, resources, and referrals.

Master’s level in education preferred but not required. At minimum, bachelor’s degree or 1 year experience working on telephone helpline/hotline with domestic violence clients or other experience with domestic violence and experienced in crisis counseling services, referrals, good problem-solving skills, effective written and oral communication, ability to work inter-dependently and to mentor compassionate strength. Knowledge of domestic violence law and existing community resources and system practice; good written and verbal communication skills; working knowledge of the criminal and civil justice systems.  Highly organized with ability to multi-task.

Willingness and ability to relate to emotionally distraught individuals. Experience working directly with domestic violence victims’ comprehensive knowledge of the dynamics of intimate partner abuse (IPA).  Knowledge of feminist philosophy of violence against women.  Ability to assess primary aggressor, ability to assess readiness for change, willingness to learn, develop and train on language access issues, familiar with multi-cultural styles of communication.

• The HELPLINE Coordinator will provide helpline coverage and will thoroughly assess the needs of callers and process inquiry calls.
• The HELPLINE Coordinator will create the helpline schedule for the staff monthly.
• The HELPLINE Coordinator will screen and deliver referrals to the legal team for TRO and divorce/paternity representation; and to advocates for longer-term support services; provide referrals and procedures for obtaining temporary restraining orders and applying for child support; reporting child abuse and using the justice system.
• The HELPLINE Coordinator will be responsible for quality control by reviewing database entries to ensure caller notes, services and all relevant data have been input within 24 hours.  Will work with staff and program managers to identify areas needing improvement and any follow-up training needs.
• The HELPLINE Coordinator will administer a risk assessment, as necessary, for callers.
• The HELPLINE Coordinator will provide safety planning and crisis support to callers, as necessary.
• Make follow-up calls to callers who were provided with references to ensure they were connected, and their needs were met.
• Contact clients who are on the waitlist and ask if legal representation is needed or check their status (if attorney was retained, or if their crisis has been managed, etc.)
• The HELPLINE Coordinator will provide training for all new staff who are responsible for covering helpline shifts.
• The HELPLINE Coordinator will keep the helpline binder up to date with relevant procedures and contacts.
• HELPLINE Coordinator will preserve client confidentiality and adhere to all DVAC policies regarding client confidentiality.
• The HELPLINE Coordinator will keep updated and current on issues by attending four relevant training courses per year; document and keep accurate call summary notes on each caller.
• The HELPLINE Coordinator will practice good communication skills with DVAC attorneys and legal staff and will document shared client information in person or via e-mail.
• The HELPLINE Coordinator will keep track of statistics for monthly calls and turn statistics into the manager in a timely manner.
• The HELPLINE Coordinator will assume other duties assigned by a member of the executive team (this includes CEO and VP’s)