After Hours Hotline Line Call Specialist

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{
  "language": "en",
  "location": {
    "raw": "Cape Town, Western Cape, 7441, South Africa",
    "city": "Cape Town",
    "region": "Western Cape",
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    "confidence": 0.8
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  "inferred_at": "2026-06-01T12:12:12.203Z",
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    "id": "288",
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    "location": {
      "city": "Cape Town",
      "state": "Western Cape"
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    "jobOpeningName": "After Hours Hotline Line Call Specialist",
    "departmentLabel": "Recover",
    "employmentStatusLabel": "Full-Time"
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  "detail_job_opening": {
    "location": {
      "city": "Cape Town",
      "state": "Western Cape",
      "postalCode": "7441",
      "addressCountry": "South Africa"
    },
    "datePosted": "2026-05-29",
    "atsLocation": {
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    },
    "description": "<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">WHO WE ARE:</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">At A21, we are fueled by radical hope, the kind that refuses to accept that slavery is someone else’s problem. We believe that freedom is possible, and we work every day to make that belief a reality.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">We are a global nonprofit organization on a mission to abolish slavery everywhere, forever. For more than 17 years, we’ve assisted people from human trafficking and walked with them through the journey of restoration. We stand on the frontlines, not just to fight for justice, but to build a world where every person is free.<br><br></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">In a single moment, a number becomes a name, a tragedy becomes a victory, and belief becomes action. Freedom is the goal...for EVERY human being on the planet.<br><br></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">At A21, we are deeply committed to the development and growth of our employees. Employment with A21 means joining a global movement to end modern slavery and making a meaningful contribution to our mission. As an employee, you will be equipped, encouraged, and challenged to grow both personally and professionally.</span></p>\n<p><br></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"font-weight: bold\">OUR MISSION:</span> <span style=\"color: rgb(0, 0, 0); font-weight: bold\">Abolish slavery everywhere, forever. </span></span></p>\n<p><br></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"font-weight: bold\">WHAT WE ARE LOOKING FOR:</span> After Hours Hotline Call Specialist</span></p>\n<p><br></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">JOB PURPOSE</span></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt\">The After Hours Hotline Call Specialist is an \"after-hours\" focus, responsible for managing incoming hotline calls and coordinating next steps of phone calls arising after office hours. The secondary focus is to contribute to the hotline operations and basic case management. </span></p>\n<p><br></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">MAIN RESPONSIBILITIES/ KEY DUTIES </span></p>\n<p><br></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">Call Case Management</span></p>\n<ul>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">Take shifts in running the hotline after hours.</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">Take calls and record each according to hotline protocols.</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">Follow up on call cases (call back, research, communication with other service providers, etc) needing after-hours communication. </span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">Receive and respond to after-hours email communication for the hotline, should it be necessary. </span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">Determine immediacy and type of response needed based on an initial assessment. </span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">Contact on call victim assistance manager should rapid response be needed. </span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">Performs other related duties as assigned. <br></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">Attend supervision and debriefing sessions. (Potentially to be done via video call should it not be practical to come into the office.) </span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">Reporting</span></p>\n<ul>\n<li>Report to the Hotline Manager on the week's calls. </li>\n<li>Complete statistics on calls coming into the hotline and outgoing calls made at the completion of each shift. </li>\n</ul>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">           </span></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">Case Management</span></p>\n<ul>\n<li>Complete assigned tasks where after-hours assistance is needed to move forward on a case. </li>\n<li>Thorough handover of cases coming in on shift to the next person on shift. </li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">On Call</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Be available for one/two weekday evening shifts per week and two/three weekend day shifts per month. Weekday evening shifts run from 17h00 the evening to 09h00 the following morning. Weekend day shifts run from 09h00 the morning to 09h00 the following morning. <br><br></span>The hotline is diverted to a designation cell phone and you can continue with your <span style=\"font-family: Inter, sans-serif; font-size: 12pt\">day/evening as normal and take calls as they come in. It is not required to stay awake during the night however it is required that you answer the phone if it rings during the night. <br><br></span><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">It is also required that you ensure that you are in an appropriate location when on shift so as to be able to access your computer to log the calls or pull up information for callers calling on existing cases. <br><br><br></span></li>\n</ul>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">PERSONAL SPECIFICATIONS -  Qualifications, Experience, Knowledge &amp; Skills</span></p>\n<p><br></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">Personal Specifications:</span></p>\n<ul>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">Over the age of 20 years old</span></li>\n</ul>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\"><br>Qualifications:</span></p>\n<ul>\n<li>Grade 12</li>\n<li>Must be highly proficient in MS Office</li>\n<li>Background in social work/psychology/counseling</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">Skills, Knowledge, and Attributes: </span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">High level of oral communication and interpersonal skills</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Strong Self-Motivation and a proactive approach to workload.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Strong ability to self-regulate/ high EQ</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Integrity/Honesty – Displays high standards of ethical conduct.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Interpersonal Skills – Good, clear, and concise communication.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Problem Solving – Identifies problems, determines accuracy and relevance of information, and uses sound judgment to generate and evaluate alternatives and to make recommendations.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Flexibility – Adapts quickly to changes in the work environment and shifting needs as crises arise</span><br></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">Other Job Requirements:</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Favorable relationship with all ministry partners.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Must have a laptop that can be used during after-hours shift work and on weekends.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Uphold, safeguard, and promote the organization’s values and philosophy relating particularly to ethics, integrity, and corporate social responsibility.</span><br></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">Desirable:</span></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Ability to speak other languages.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Experience working with Community groups or Social Casework, working with other NGO’s.</span></li>\n</ul>",
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    "minimumExperience": "Mid-level",
    "jobOpeningShareUrl": "https://a21.bamboohr.com/careers/288",
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