Hotline Call Specialist

hace 2 semanas

Madrid, España buscojobs España A tiempo completo

A21 is a nonprofit organization fueled by radical hope that human beings everywhere will be rescued from bondage and completely restored. We are the abolitionists of the 21st century, and we work to free people in slavery and disrupt the demand.

For 16 years now, we've rolled up our sleeves and set our feet to action. Why? Because in a single moment a number can turn into a name, a tragedy into a victory, and a belief into an action.
Freedom. That's our goal for every human being on the planet.

OUR MISSION: Abolish slavery everywhere, forever.

WHAT WE ARE LOOKING FOR: Hotline Call Specialist

JOB PURPOSE

  • Main priority is to respond to contacts to the Anti-Human Trafficking Hotline (Teléfono de Ayuda Contra la Trata) with both a professional and victim-centered approach. You will be providing assistance, safety planning, tip reporting, referrals and general support to individuals contacting the hotline, while also keeping the Hotline’s database up to date.

MAIN RESPONSIBILITIES/ KEY DUTIES

MORNING SHIFT IN THE OFFICE

  • Logging into the phone extension and making sure the Hotline is ringing in the office
  • Respond to all forms of contact made to the Hotline in accordance with A21’s Operational Protocols
  • Conduct follow up where it is required in order to effectively fulfill caller’s request
  • Write institutional reports and forward them to Hotline manager
  • Conduct telephone or in-person identification interviews with potential Victims of Trafficking when requested by partner organizations
  • Check if older calls need follow up if that has not yet been done
  • Enter call information into TOP, A21’s Operating Platform. Call operators are expected to enter all the call information before they finish their shift
  • Update the Active Cases database with any action taken on ongoing cases
  • All follow up actions by the call operator should also be recorded in the database
  • Morning call operators will have to make sure that calls and other follow up actions involving public offices and law enforcement are conducted during their shift according to the working hours of each agency
  • Inform the Hotline manager when you receive a crisis call
  • Follow Standard Operating Procedures (SOP) when receiving a call that requires action to be taken by a Hotline operator
  • At the end of the shift update the Hotline manager and after hours operator(s) about the following information:
  • Calls received during the shift and any follow ups required
  • Calls referencing potential trafficking situations
  • Follow up tasks and projects
  • Completion of additional tasks and projects given by Hotline manager

WHEN THE PHONE IS NOT RINGING

Individual call specialists may have certain projects assigned by the Hotline manager. These projects include, but are not limited to the following:

  • Overview of active cases database
  • Conducting reports (weekly, monthly, annually)
  • Assisting manager in professional trainings when requested
  • Attending conferences on HT and building relationships with professionals
  • Promoting the Hotline in the media and online
  • Keeping an active media contacts database
  • Collecting articles and data on HT
  • Communication for PSA and creation and broadcast

EVENING - NIGHT SHIFT

  • Make sure the Hotline has been correctly diverted to the cell phone
  • Be in places where you are positive the cell phone has signal and check frequently
  • Be in a quiet place where you are able to talk freely on the phone without any noise or distractions
  • Have your computer always open and ready to search or log a call
  • Always be available to talk on the phone and sound professional
  • Be ready to use the call translation service
  • Inform Hotline manager of any crisis calls
  • Follow SOP for calls that need action
  • Send a handover email to the Hotline manager once shift is over
  • Make sure that the Hotline has been successfully diverted to the office once the day shift begins

OTHER

  • Participate in staff meetings, supervision/debrief meetings and training days, as requested by the Hotline manager - meetings will often be held outside of standard working hours
  • To have read and signed the A21 Child Protections Policy
  • To have read and signed the A21 Confidentiality Agreement

PERSONAL SPECIFICATIONS - Qualifications, Experience, Knowledge & Skills

ESSENTIAL

  • Very good knowledge of Spanish and English language both written and oral
  • Ability to respond to urgent situations and remain calm
  • Ability to find solutions to urgent calls and to keep a clear mind
  • Ability to have patience with difficult/inappropriate callers
  • Ability to de-escalate stressed/confused callers
  • Ability to keep notes while speaking on the phone
  • Ability to communicate with law enforcement/government officials/health providers
  • Uphold, safeguard and promote the organization’s values and philosophy relating particularly to ethics, integrity and corporate social responsibility
  • Organizational skills and the ability to multitask

DESIRABLE

  • CRM Databases
  • Bachelor Degree in Psychology, Social Work, International Relations, Sociology or any sort of Social Science.
  • Languages (French, Russian, Arabic, others)
  • Experience in work with institutions and/or police.
  • Pro-activeness and ability to successfully achieve goals without constant supervision
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