Helpline Manager

We are hiring! Helpline Programme Manager, CARE

We are seeking an experienced and compassionate Helpline Programme Manager to join our CARE First Response team. As a Programme Manager, you will be responsible for overseeing and managing the operations of our first response channels for AWARE’s two centres - Women’s Care Centre (WCC) and Sexual Assault Care Centre (SACC) - ensuring the delivery of high-quality support services to our callers and clients. This is a managerial role in a thriving organisation and requires a person experienced in project and helpline operations management in the social services sector.

Your leadership and expertise will play a vital role in making a positive impact on individuals in need.

Position: Helpline Programme Manager

Department: CARE

Commitment: Permanent position with minimum commitment of 2 years,

Part time/ full time: Strictly full-time

Salary range: SGD4,470 - SGD5,580

Starting date: Immediate

Work location: Hybrid

Job Description

First Response Operations Management

Manage first response channels, including helplines, chat service, emails, walk-ins, and referrals for AWARE's Women's Care Centre (WCC) and Sexual Assault Care Centre (SACC) ensuring effective and efficient service delivery.
Develop and implement operational procedures, policies, and protocols to ensure consistent and effective support services.
Monitor call volumes, response times, and service quality, and make necessary adjustments for optimal performance.
Ensure accurate and timely documentation of first response work, maintaining confidentiality and data protection standards
Conduct regular audits of helpline interactions, providing constructive feedback and identifying areas for improvement.
Collaborate with relevant stakeholders to implement quality improvement initiatives based on evaluation outcomes.
Generate regular reports on helpline performance, trends, and outcomes, presenting findings to senior management.
Maintain up-to-date knowledge of first response best practices and implement improvements to enhance the helpline's effectiveness and to meet the changing landscape of issues faced by women in Singapore.

Team Leadership and Development:

Effectively manage a pool of volunteer helpliners and the helpline staff team to provide emotional support, internal and external resources and practical information to callers/ clients reaching out to WCC and SACC with practice grounded in the principles of feminism as well as gender-informed and trauma-informed approaches.
Ensure a high standard of quality of service through regular supervision, tailored interventions and managing the required training programmes for staff, existing volunteers and fresh batch of volunteers to be onboarded as required.
Effectively manage a pool of volunteer lawyers to provide legal advice to women, grounded in the principles of feminism and women’s empowerment.
Lead, motivate and inspire the team through check-ins, the periodic review process and by identifying growth opportunities for the team.

Programme Management

Utilize data insights to inform decision-making, identify areas for improvement, and contribute to strategic planning processes.
Ensure the programmes are delivered on budget and in line with the organisation's strategy plan.
Seek and support various advocacy opportunities to create increased access to specialised support services, community support and state support for women.
Participate in networking with other organisations, and assist in promoting AWARE’s helpline, legal clinic and other services through knowledge exchange, collaboration, etc.
Support AWARE’s outreach efforts to raise awareness about Women’s Care Centre as well as support various funding initiatives.

Requirements

Singapore Citizen/Permanent Resident with social work degree and a minimum of five years’ total professional experience in the social service sector
At least two years of professional experience in people and performance management.
Proven experience in managing helpline services, crisis response teams or similar first response channels in abuse and violence field.
Good knowledge of social service landscape as well as the criminal justice system of Singapore
Empathy, compassion, and sensitivity when dealing with individuals in crisis or distress.
Strong programme management and operational management skills, with experience in managing programme development (especially change management, programme evaluation, service improvement, implementation of new processes and policies)
Excellent written and verbal communication and interpersonal skills to work with internal and external stakeholders and ability to maintain professional boundaries.
Ability to demonstrate strategic alignment with strong teamwork ethos and ability to work within a multidisciplinary team (e.g. caseworkers, counsellors, managers)
Ability to quickly familiarise, navigate and introduce IT systems and related tools used for CARE’s operations e.g. G Suite, Microsoft Office, scheduling tools, data management systems, etc.
Strong organisational and analytical skills with experience in monitoring and evaluating social service programmes
Ability to work under pressure and prioritise competing demands and strong problem solving skills to manage situations with effective turnaround response
Strong commitment to the values of AWARE, gender and trauma-informed practice.

Join our team and make a difference in the lives of those in need. If you are a dedicated and compassionate professional with experience in helpline management, we would love to hear from you.

Please ensure that you have read and acknowledge the Privacy Statement here.

Please note that due to the large number of applications, only shortlisted applicants will be contacted for an interview. If you have any questions about this position, please email careers@aware.org.sg.

Contact Information

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Project planning/management	Project planning/management: Excellent	Project planning/management: Good	Project planning/management: Fair	Project planning/management: Poor
Communication skills	Communication skills: Excellent	Communication skills: Good	Communication skills: Fair	Communication skills: Poor
Team player	Team player: Excellent	Team player: Good	Team player: Fair	Team player: Poor
Time management	Time management: Excellent	Time management: Good	Time management: Fair	Time management: Poor
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3. Are you currently seeking or have you accessed any of the AWARE support services before? If yes, please indicate the name of the service. (This is for conflict check so that your interviewer is/was not the direct service provider.) *This question is required.

4. Have you been interviewed for any other position at AWARE before? If yes, please share the title of the position you were interviewed for. *This question is required.

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6. Have you ever been convicted or been the subject of an investigation by any professional body/licensing board/police in Singapore or elsewhere such that the subject matter of which may form the basis of professional misconduct? Kindly indicate No or Yes in the space below, if yes, please provide details. *This question is required.

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