Day One Call Center Advocate
Cornerstone Advocacy Service
Cornerstone is a $4.8M agency with approximately 90 employees. We provide specialized services within eleven cities, including Bloomington, Brooklyn Center, Brooklyn Park, Crystal, Edina, Eden Prairie, Maple Grove, Richfield, Robbinsdale, St. Louis Park, and Minneapolis. Our organization serves individuals impacted by domestic violence, sexual violence and human trafficking, with office locations in Bloomington, Minneapolis, and Brooklyn Center. Cornerstone has developed one of the most comprehensive service continuums for victims of violence in Minnesota. Our services are designed to move individuals and families from crisis to safety, stabilization and security. Last year approximately 4,000 individuals accessed Cornerstone programming. We are committed to providing opportunities for others to partner with us in this work and to convey, as a community, zero-tolerance for violence.
|Location: Twin Cities Metro||Activity Area: Mental Health and Crisis Intervention|
|Category: Health/Human Services Workforce||Closing Date: open until filled|
|Job Type: Part Time||Salary: DOQ|
|Hours: 3 openings - see Primary Duties|
1st Opportunity -approximately 8 hours biweekly - every other Saturday 2:45 p.m. to 11 p.m.
2nd Opportunity - approximately 16 hours biweekly - Friday and Saturday every other weekend - Overnight 11 p.m. to 7 a.m.
3rd Opportunity - approximately 24 hours biweekly - every Friday and every other Saturday 2:45 to 11 p.m.
POSITION DESCRIPTION: These positions are responsible for responding to victims/survivors of general crime, domestic violence, sexual violence and/or human trafficking/sexual exploitation via phone, text, email or chat messaging through the 24/7 Day One Crisis Line and General Crime Line. The Call Center Advocate uses trauma-informed and survivor- centered practices to provide victims/survivors with referrals, information, support and safety planning. The Day One system, processes and best practices are utilized by Call Center Advocate to ensure immediate access to safety and services for survivors.
Hours/Schedule: These positions will work regular rotating part-time schedules as stated. The Part-Time Call Center Advocate must have the ability to work flexible hours including some evenings, weekends, and holidays. These positions will also provide rotating holiday coverage and will have the opportunity to pick up additional shifts monthly. If staff are unable to work a shift they are assigned/agreed to work, they are responsible to follow established procedure to ensure staff coverage. Additionally, this position may be required to work other than scheduled hours during a local disaster and major public awareness events.
Essential Duties and Responsibilities:
· Maintains professional and confidential customer-oriented responses to callers, text and chat users including appropriate responses in crisis situations.
· Assesses with victims/survivors what they are currently seeking for services and then ensures appropriate referrals and resources are made based on their requests.
· Accurately records all calls, text, email and chat messaging in the Day One Call Center database.
· Demonstrates a comprehensive understanding of the human services delivery system including community resources, organizations and services.
· Conducts follow up and quality assurance contacts on all cases where permission to do so has been documented.
· Maintains a high level working relationship with referral partners inclusive of the Day One Network agencies, 2-1-1, law enforcement, medical personal and others.
· Works as a team with other Call Center Advocates, Emergency Services staff and supervisors/managers to ensure all referral information is up-to-date and accurate.
· Works collaboratively across all internal programs at Cornerstone.
· Other duties as assigned.
· Participates in the training and mentoring of volunteers and/or students.
· Completes data entry in a timely and accurate manner.
· Properly documents all critical incidents inclusive of child protection reports.
· Promotes Cornerstone Advocacy Service’s mission & philosophy.
· Displays high ethical and professional standards.
· Attends staff meetings and training as requested.
· Completes Call Center training on General Crime, Domestic Violence, Sexual Violence and Human Trafficking.
· Provides support to and attend CAS events, e.g. conference, volunteer recognition, fundraisers, etc. as assigned/approved by supervisor.
· Educates community members and professionals about interpersonal violence and available services as directed by supervisor.
· Attends regular supervisory meetings.
Minimum of bachelor’s degree in social work or related human service field and two years of experience providing direct services to individuals and families. Without bachelor’s degree, 3-4 years’ experience providing direct services to individuals and families impacted by violence.
· Broad knowledge of resources and systems which interface with victims of violence.
· Understanding of survivor-centered and trauma-informed care practices.
· Understanding of the impact of interpersonal violence on adults, children and youth with some experience in providing direct services in a related field.
· Experience in working with diverse populations and marginalized communities with training in and/or commitment to anti-oppression work.
· Ability to work independently and make decisions under pressure.
· Excellent customer service skills; ability to work with victims/survivors and community partners in a friendly, cooperative, and professional manner.
· Good written and interpersonal communication skills.
· Preferably fluent in bi-lingual skills.
· Knowledge and aptitude with Microsoft Office and other related forms of technology.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities and those who may be Deaf/Hard of Hearing, to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to use manual dexterity for use of objects, tools or controls as well as visual acuity. The employee is required to stand; walk; sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must lift and/or move up to 40 pounds. The employee should always request assistance if any object needs to be lifted and the employee feels that their capabilities are such that the specific item to be lifted is beyond the employee’s abilities. No employee should attempt to lift more than what is comfortable for them. If such a situation should arise the employee should notify their supervisor to find help with lifting any item regardless of weight if the object to be lifted is awkward or difficult to lift in any way.
Cornerstone strives for a fully inclusive work environment and does not discriminate on the basis of race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital, familial, status with regard to public assistance or any other characteristic. The above statements are not intended to encompass all functions and qualifications of this position; rather, they are intended to provide a general framework of the requirements of the position. Cornerstone is an Equal Opportunity and Affirmative Action Employer.
How To Apply:
Please E-Mail your cover letter & resume to
No agencies; No walk-ins; No phone calls please