Position Summary:

The Helpline Services  and Volunteer Coordinator (HSVC) works within the Direct Services team to recruit, train, and retain a robust volunteer Helpline team and network within the community to engage other volunteers to help with agency needs. The HSVC coordinates Helpline and On-Call Advocate (OCA) schedules to ensure full coverage of Helpline and advocacy services during nights, weekends and holidays.  The HSVC provides Helpline support and advocacy services during business hours.  As with all RCC employees, the HSVC must be committed to providing services with and to a variety of cultures with cultural awareness, sensitivity and humility and must complete the agency’s Helpline training.

Primary Position Duties:

Volunteer Recruitment, Training and Retention

• Coordinate outreach efforts to recruit a skilled, diverse and dedicated pool of volunteer Helpline counselors, event volunteers, and assist with recruitment of paid On-Call Advocates.

• Develop and distribute recruitment material, particularly materials designed to increase participation of diverse and underserved populations.

• Conduct pre-training interviews and assess for volunteer assignment and/or suitability.

• Plan for and provide comprehensive training to incoming volunteers and new agency staff at least three times per year.

• Provide support to volunteers by reviewing client calls as needed and helping volunteers address vicarious trauma through post shift check-ins. 

• Provide support and recognition to volunteers i.e. awards, birthdays, gift certificates, etc.

• Provide ongoing training opportunities to volunteers, OCA’s, and staff around Helpline and Advocacy procedures.

 Helpline Advocate and Data Entry Specialist, Volunteer, and On-call Advocate Staffing

• Enforce Helpline policies and procedures.

• Monitor Helpline activity to include shift scheduling, caller logs and general activity.

• Supervision of Helpline Advocate and Data Entry Specialist, volunteers, and OCA’s.

• Maintain ongoing communication with, and feedback to Helpline Advocate and Data Entry Specialist, volunteers, and OCA’s to include email, phone calls, communication log, etc.

• Coordinate staff requests for agency volunteers, helpline volunteers,  and OCA’s coverage and communicate staffing changes to RCC’s answering service through RAINN.

• Provide letters of recommendation to volunteers as appropriate.

• Monitor and maintain volunteer work space.

• Appropriately communicate during business hours with volunteers and OCA’s with support and guidance post after-business hours on nights, weekends and holidays.

 Volunteer Data Tracking and Documentation

• Track call-volume, volunteer hours and shift coverage.

• Maintain volunteer records and notify the Executive Director of significant changes.

• Input helpline volunteer calls and forensic nurse exams intakes into database.

 Counseling and Advocacy

• Provide crisis intervention through the Helpline, as well as medical and legal advocacy to sexual assault victims and their support people, including follow up calls from Forensic Nurse Exams.

 General

• Ensure Executive Director is regularly briefed in a timely manner on Helpline Advocate and Data Entry Specialist, volunteer, or OCA issues, client services trends and any community relationships related to the function of the direct services department and the HSVC position.

• Meet regularly with the Executive Director to ensure successful attainment of goals of the position.

• Attend regular staff meetings and in-services, maintain regular contact with staff and supervisor, document services provided, and assist in the general upkeep of office space.

• Provide professional training and community education as needed and appropriate.

• Other duties as assigned.

Education and Skills:

Required Qualifications:

• Strong organizational and problem-solving skills.

• Experience with and commitment to providing services with and to a variety of cultures with cultural awareness, sensitivity and humility.

• Commitment to supporting RCC’s values of serving all survivors in Dane County, and an understanding of privilege and oppression and its impact on client needs and services.

• Good verbal and written communication skills.

• Must be comfortable with and skilled at public speaking and providing trainings.

• Commitment to serving people affected by sexual violence.

• Must have valid driver’s license, access to private transportation and vehicle insurance.

• Must be available for training and support on a reasonable and flexible schedule.

 Preferred Qualifications:

• Understanding of sexual violence and related issues.

• Experience in volunteer management and maintaining 24/7 crisis intervention services.

• Experience and/or training in providing crisis intervention services, preferably to victims of sexual assault.

Benefits:

• Employee health insurance

• Dental

• Vision

• 401k with employer match

• Life Insurance

• Short term disability

• Holidays and paid time off

Position Requirements:

The work environment and job specifications listed below are representative of those that must be met by an employee, with or without accommodations, to successfully perform the essential functions of this job.

• Work is primarily performed in an office or classroom environment.

• Must be able to lift and move up to 20 pounds.

• Ongoing daily movement around the office and access or use of computers, office equipment, telephone, and any other pertinent supplies, space or equipment used to perform the duties of the position.

• Must be able to work with frequent interruption.

• Low to moderate noise level.