JOB SUMMARY: The Helpline/Shelter Support Staff, after hours and on weekends and holidays, are the immediate response to the helpline for callers who may be in immediate crisis and/or danger. The Helpline/Shelter Support Staff quickly assess callers’ safety and provide immediate support. They will obtain pertinent information to relay to the on-call advocate and/or supervisor on duty. As appropriate, Helpline/Shelter Support Staff will provide information and referrals. The Helpline/Shelter Support Staff will also interact with and provide assistance to shelter residents. The Helpline/Shelter Support Staff has an understanding of sexual and domestic violence, stalking and human trafficking.

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ESSENTIAL JOB FUNCTIONS:
WORK DIRECTLY WITH HELPLINE CALLERS

• Provide crisis and emergency support, information, and referrals to helpline callers. 

• Obtain pertinent information from helpline callers and relay information to the on-call advocate and/or supervisor on duty.

• Support on-call advocate throughout helpline caller situations.

• Document caller information per policy

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WORK DIRECTLY WITH SHELTER RESIDENTS

• Provide a welcoming environment to new and existing shelter residents.

• Provide communal living support and information to residents.

• Provide friendly, non-judgmental interaction with residents.

• Provide, as appropriate, resident activities that promote communication and positive role modeling.

• Document resident interactions per policy.

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BASIC SHIFT DUTIES 

• Find a replacement if unable to work.  Helpline staff is listed in the phone directory. Notify supervisor of change.

• Be available to answer the helpline and assist callers.

• Maintain a clean, sanitary, and comfortable shelter environment.

• Assist with room preparations including hygiene materials, intake and exit paperwork, as appropriate.

• Provide written report of activity on shift to the next shelter staff or Crisis Services Advocate on shift the next business day.

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MAINTAIN SHELTER SECURITY 

• Comply with all SOS policies and procedures, ensuring that they do not engage in activities that jeopardize their own integrity or safety, the integrity or safety of a client, or the integrity of any SOS program. 

• Refrain from giving legal or medical advice to clients and from representing themselves as a mental health counselor. 

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ADMINISTRATIVE/CONTINUING EDUCATION

• Attend all scheduled training and in-service sessions. 

• Attend monthly meetings. 

• Other duties as assigned by the SOS Executive Director, including complying with grant goals and objectives, but not limited to, informing crime victims of their statutory rights and assisting crime victims in seeking available compensation. 

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OTHER

• Assist SOS employees and the public in a professional manner.

• Maintain a positive work atmosphere by acting and communicating in a manner to get along with public, coworkers, and management. 

• Be pleasant, respectful, and civil with others on the job and display a good-natured, cooperative attitude. 

• Maintain composure, keep emotions in check, control anger, and avoid aggressive behavior, even in very difficult situations.

• Be reliable, responsible, dependable, and fulfill duties.

• Attend work on a regular and predictable basis as scheduled.

• It is imperative to practice self-care due to vicarious and secondary trauma staff may incur. Employees are requested and expected to take care of themselves. SOS will assist with wellness tools for group and individual settings. 

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QUALIFICATIONS:

• EDUCATION:  High school or general education diploma.  

• EXPERIENCE:  Helpline/Shelter Support Staff are expected to perform in a satisfactory manner by the end of twelve months on the job. 

• KNOWLEDGE:  Knowledge of sexual and domestic violence, stalking, human trafficking, and issues pertaining to the empowerment of victims and survivors. Demonstrate a client-focused environment/approach that encourages empowerment of all clients. Must have the ability to receive, interpret and follow verbal and written instructions. Required to read, write, and speak English fluently. The ability to speak Spanish is beneficial but not required.

• SKILLS: Desirable skills include but not limited to: 

  • Communication: Possess good listening skills, strong writing, and oratory skills.

  • Decision-Making: Frequent situations occur that are outside established policies and procedures and require astute judgment.

  • Deductive Reasoning: The ability to apply general rules to specific problems to produce answers that make sense.

  •  Inductive Reasoning: The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

  • Integrity & Ethics: Demonstrate personal and professional integrity. Ability to maintain confidentiality along with representing the agency in a positive and professional manner.

  •  Interpersonal: Frequent contact with other departments, SOS employees, government agencies, and the public. Able to work with a diverse group of people, in a non-judgmental and empathetic manner especially those of other races, cultures, and socio-economic backgrounds, and to be as inclusive as possible and as indicated in the SOS Employee Handbook.

  • Office Technology: Operate personal computer with a proficient level use of Microsoft programs such as Word, Excel, and Outlook, printer, and copier.

  • Problem Solving: Frequent problem solving occurs in this position. It requires the ability to evaluate alternatives to resolve disputes.

  • Public Relations: An ability to represent the agency in a positive and professional manner.

  • Supervisory: None.

  • Other: Mathematical, analytical, planning, organizational, and time management.

  • Working Conditions: Availability to work shifts including evening, weekends, and holidays. 

• PHYSICAL REQUIREMENTS: Ability to lift up to 15 pounds occasionally and apply up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Requirements of moving about the building and sitting/standing at desk. Frequently express ideas verbally and in writing.

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Starting Wage: $12.00 per hour

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To apply for this position, email cover letter and resume to constance@soskansas.com.