HelpLine Chat Specialist

Safe Horizon | Brooklyn, New York

Job Summary

The Community Program Helpline Chat Specialist (HCS) provides comprehensive services to individual clients and families impacted by crime and abuse telephonically and via live chat.  The services provided by the HCS include safety assessment, risk management, counseling via phone and live chat, scheduling of appointment at Community Program sites and the provision of information and referrals to service providers within and outside Safe Horizon. The HCS coordinates with Safe Horizon supporting programs and local agencies to provide short and long-term care necessary to meet the needs related to victims of crime and abuse.  

Essential Job Functions:               

  • Provides intake and assessment via telephone and live chat for individuals seeking assistance;
  • Provides short-term crisis intervention to victims and survivors of crime and abuse
  • Engages in safety assessment and risk management;
  • Provides information and referrals for other Safe Horizon services such as shelters and long-term counseling, and schedules appointment for clients interested in receiving ongoing services at a Community Program site;
  • Provides information regarding public assistance and other entitlements, and assistance with OVS applications;
  • Performs data entry into a computerized record keeping system;
  • Maintains cooperative working relationships with other Safe Horizon staff members and other service providers. 

Interacts with:

  • All internal Safe Horizon programs and departments
  • All other external agencies and organizations that provide appropriate services to the client


Knowledge and Skills: 

Required skills: 

  • Phone presence and the ability to interact well with clients telephonically and via live chat;
  • Sensitivity towards and understanding of crime victimization;
  • Strong communication and organizational skills;
  • Good writing skills;
  • Ability to type quickly with high accuracy
  • Adept at utilizing social media platforms to communicate with others;
  • Excellent interpersonal skills, be assertive and well organized;
  • Ability to work under pressure in a calm and reassuring manner;
  • Demonstrate the ability to work independently;
  • Solid understanding of computers and systems for managing case records



  • BA or BS Degree preferred or equivalent experience



  • One year of experience working in a social services setting or with crime victims  


  • Related work or intern experience within the criminal justice system. 

 If hired, I agree to abide by all of Safe Horizon’s rules and regulations, and understand that, if employed, my employment may be terminated with or without cause, and with or without notice, at any time, at the option of either the company or me.  I further understand that no representation, whether oral or written by any representative or agent of the organization, at any time, constitutes a contract of employmentAmeriCorps, Peace Corps and other national service alumni are encouraged to apply Please follow this link to view complete EEO Law and complaint filing information:

How to Apply

To apply click on the link below;

Safe Horizon


Organization: Nonprofit Organizations