Call Centre Staff
Rahab’s Daughters is dedicated to eradicating human trafficking and supporting survivors in rebuilding their lives. We work closely with communities, law enforcement, and other organizations to provide comprehensive support and advocacy. We are seeking compassionate and dedicated volunteers to join our call centre team. As a Volunteer Call Centre Representative, you will be the first point of contact for individuals seeking help and information about human trafficking. This role involves providing support, offering information, and connecting callers with appropriate services
Key Responsibilities:
- Answer incoming calls from individuals seeking assistance, information, or support.
- Make outbound calls as necessary to survivors and agency partners/associates
- Provide empathetic, non-judgmental, and confidential support to callers.
- Gather and document information accurately and promptly.
- Refer callers to relevant services, support networks, and emergency contacts as necessary.
- Maintain confidentiality and adhere to organizational policies and guidelines.
- Assist in educating the public about human trafficking and our services.
- Collaborate with team members to ensure the provision of high-quality service.
1. HT101 Training: We provide comprehensive HT101 training, which covers the fundamentals of human trafficking, including recognition of signs, prevention strategies, and how to support survivors.
2. Call Handling Training: Following the HT101 training, we offer specialized training sessions to equip individuals with the skills needed to handle calls effectively, ensuring they can provide appropriate support and assistance to those in need.
Milestones
Preparation
- Study the existing material.
- Familiarize yourself with our organization's mission and vision.
- Complete the HT101 Training to understand the fundamentals of human trafficking, including recognition of signs, prevention strategies, and how to support survivors.
- Complete Call Handling Training to equip yourself with the skills needed to handle calls effectively and provide appropriate support and assistance to those in need.
Call Center Operations
- Answer incoming calls from individuals seeking assistance, information, or support.
- Provide empathetic, non-judgmental, and confidential support to callers.
- Make outbound calls as necessary to survivors and agency partners/associates.
- Ensure timely and appropriate follow-up with callers and partners.
Documentation and Referral
- Gather and document information accurately and promptly.
- Maintain detailed and confidential records of all interactions.
- Refer callers to relevant services, support networks, and emergency contacts as necessary.
- Ensure callers are connected with the appropriate resources and support.
Public Education and Collaboration
- Assist in educating the public about human trafficking and our services.
- Participate in outreach activities and community education efforts.
- Collaborate with team members to ensure the provision of high-quality service.
- Work with colleagues to continuously improve call center operations and support.
Consulting Session
- Give us feedback on how we can improve our call center operations and caller support.
- Provide insights and suggestions based on your experience and training.
Follow-Up Session
- We do another call three months later.
- Review the progress of the call center operations and provide additional feedback.
- Assess the impact of changes implemented based on previous feedback.
Skills
Must have
Languages
Must have
UN SDGs supported
Rahabs Daughters
To serve our communities and disrupt human trafficking with the use of modern technology, at every stage from stopping demand to prevention, rescue rehabilitation & reintegration.
Our Values
Grace
Transformation
Resilience
Compassion
Empowerment
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