Haitian Creole helpline agent

About the role

This role staffs Haitian Creole service lines for international humanitarian organisations, social service institutions and corporate clients serving Kreyol-speaking communities on Hispaniola and in the diaspora. The work includes taking cases, guiding people on available services, structured recording of information and referral to the appropriate teams. Some of the content can be sensitive. Training covers safeguarding protocols, basic psychological first aid and documented escalation paths, and the role has on-site psychological support, scheduled rotation and decompression time. Hispaniola is one island with two countries. Professional Kreyol capability barely exists in the outsourcing market, and it is one of the reasons international organisations work with us.

Key responsibilities

• Handle calls and messages in Haitian Creole within the helpline hours
• Record each case in the defined structured schema, with complete and verified information
• Listen actively and respectfully, without making judgements or assessments that belong to other teams
• Identify and immediately escalate cases that require safeguarding attention, following the documented protocol and within the established window
• Guide users on the available services and referral paths
• Maintain confidentiality and compliance with Law 172-13 and the client data handling policies
• Coordinate with programme teams and field staff in Spanish or French as appropriate
• Document follow-up commitments and see them through
• Take part in weekly case quality reviews and calibration sessions
• Follow the established wellbeing practices: rotation out of high-intensity queues, decompression time and support sessions
• Contribute improvements to the recording schema and the referral paths
• Take part in continuous training on protection, safeguarding and programme context

Required qualifications

• Native Haitian Creole, spoken and written
• Spanish at B2 level or above, assessed before offer
• Secondary education completed
• Demonstrable ability to keep composure in difficult conversations
• Accuracy and discipline in recording information
• Availability for rotating shifts within the 07:00 to 19:00 window, seven days
• Availability to work onsite in Santiago
• Valid documentation establishing the right to work in the Dominican Republic

Preferred qualifications

• French at B1 level or above
• Experience in social work, community health, non-profit organisations or helplines
• Training in protection, safeguarding or psychological first aid
• Previous experience in contact centres or case management
• University study in social work, psychology, sociology or related fields

About Corpshore Dominicana

Corpshore Dominicana is the Dominican delivery arm of Corpshore Solutions Corporation, Toronto. We deliver BPO, IT and AI services from four Dominican cities, and we promote from within.

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