Hotline Call Specialist

hace 4 semanas

España The A21 Campaign A tiempo completo

WHO WE ARE:
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
Provide a Police check
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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