Helpline Specialist

Helpline Specialist 

Job Title: Helpline Specialist 

Department:  Helpline                                                            Prepared By: Human Resources

Reports To:    Helpline Supervisor                                         Date Prepared: August 2026 

FLSA Status: Non-exempt, Full-time, 30 to 40 hours per week

Compensation:$22.00 to $24.00 per hour

Summary:  This position requires an array of professional communication skills both technical and personal. It requires an individual to have the capacity to make decisions regarding the coordination of referrals to St. Vincent de Paul (SVdP) volunteers, fellow SVdP staff and others, and requires the ability to work independently and as a member of a team.

This position supports SVdP’s entire mission by advocating for our neighbors and providing a compassionate, respectful response to calls for help by assessing and connecting our neighbors to available assistance programs. It requires the individual to have the versatility and the capacity to work effectively across multiple SVdP departments, and to be able to communicate well with people from a wide variety of cultural backgrounds. 

Essential Duties and Responsibilities include the following: Other duties may be assigned.

• Thoughtfully and skillfully answer and manage client calls for assistance. Locate the caller’s geographical location on a map. Document name, date of birth, family size, address, and relevant facts in regard to a person's situation and needs.
• Enter information into the database accurately while interviewing, listening and assessing the neighbor’s needs and using a computer and cloud-based phone system. Refer the caller to the appropriate SVDP volunteer group.
• Triage incoming neighbor phone calls from individuals in distress while responding with both compassion and skill, and by making an accurate assessment and referral to our SVdP assistance programs, and/or other agencies.
• Actively work with the Helpline Supervisor, Vincentian Support, Case Management and Centro Rendu teams by sharing essential information, engaging in trainings, and problem solving as needed.
• Offer reliable referrals to other community resources, advocate for neighbors and follow up on referrals.
• Work in collaboration with all agency departments to strengthen the mission and objectives of SVdP.
• Serve as a proactive and a reliable team player; perform other duties as directed by the supervisor.
• Assist in problem solving neighbor and SVdP volunteer group conflict by listening to both sides of the story and giving honest feedback in the process as they work toward resolution.
• Answer and properly manage client calls for assistance. Locate callers geographical location; find the appropriate Conference; interview clients via phone to gather relevant information; access and record appropriate information in the client database; offer referrals to other community resources. 
• Send out client requests by telephone, fax, or e-mail by end of the day, as directed by the manager.
• Understand and respect the client’s right to confidentiality with regard to their private information.
• Work within the framework of the Society’s mission and objectives

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

Associate's degree (AA or equivalent) from two-year College or technical school preferred; or six months to one year related experience and/or training; or equivalent combination of education and experience. Experience in social work or volunteer work is preferred. 

Language Ability

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Competence in Spanish, Russian, Vietnamese, Somali, Amharic, Cantonese, Mandarin, Burmese or Tigrinya is a plus. 

Communication Skills

Ability to listen patiently, to understand clients whose native language may not be English, and to formulate and ask appropriate clarification questions to be sure that communication has been effective.

Map-Reading Skill

Ability to accurately record addresses, and to use Google Maps and printed wall map to locate any address in King County. Ability to detect and correct misspellings, wrong street types (e.g. Ave. vs. St.), wrong directional indicators (SW, SE, N, etc.), and incorrect zip codes to ensure that the correct client location is identified. Understanding of points of the compass and ability to use NE, SE, SW, etc. to rapidly narrow down a map search.

Computer Skills

Proficiency with Microsoft Access data entry, Outlook email, Google Maps and internet searches required. Proficiency with Microsoft Word is an advantage. 

Benefits: Medical, Dental, Vision & Retirement. 

St. Vincent de Paul is an Equal Opportunity Employer that supports equality and diversity.