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Day One Call Center Supervisor

Cornerstone Advocacy Service



 

Organization Summary:

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.


(www.cornerstonemn.org)

 
Location: Twin Cities Metro Activity Area: Legal, Civil Rights Advocacy, Crime
Category: Administration and Management Closing Date: open until filled
Job Type: Full Time Salary: DOQ
Hours: 40 hours per week 
 

Primary Duties:

The position is responsible for supervising the Cornerstone’s Day One Call Center and its staff.  The Call Center Supervisor oversees the 24/7 statewide hotline for the Day One Crisis Line for victim/survivors of domestic violence, sexual assault, and human trafficking and the statewide hotline for victims of general crime. The Supervisor’s primary role is to ensure the Call Center provides trauma-informed and survivor-centered services via telephonic and text messaging advocacy, support, information and referral to victims/survivors.  The Supervisor provides management and oversight of all operations of the Call Center including ensuring that the Day One system, processes and best practices are utilized by Call Center Advocates to ensure immediate access to safety and services for survivors. This position requires a heightened level of decision making, resourcefulness and exercise of discretion.

Program

·         Provides training and mentoring of staff, volunteers and interns, with particular emphasis on maintaining survivor-centered, trauma-informed services for callers accessing the crisis hotlines.

·         Ensures that Call Center Advocates maintain professional customer-oriented responses to callers, text and chat users including appropriate responses in crisis situations.

·         Schedules and ensures 24/7 coverage of the hotlines by trained staff and volunteers.

·         Helps to maintain accountability of high quality services and decision making, including oversight of proper documentation of services.

·         Teams with the Day One Director, Day One Coordinator and Call Center staff to maintain and enhance community collaborations and referrals inclusive of Day One network partners, general crime agencies, 2-1-1, 911, law enforcement, medical personnel and others.

·         Creates and maintains resource, referral and training materials to keep Call Center Advocates current with all information needed to perform their jobs effectively.

·         Assists in answering hotline calls as needed to cover peak times, staff time off and open shifts.

·         Collaborates with Day One Director and Coordinator to develop reporting tools and performance measurements to improve service delivery.

·         Keeps current of national trends in service delivery of statewide hotlines and plays a key role in the implementation of new strategies such as text and chat messaging.

·         Updates program guidelines and paperwork based on current best practices.

·         Facilitates Call Center team meetings on a monthly basis to evaluate successes and challenges.

·         Facilitates program trainings and presents agency-wide staff and volunteer training, along with other occasional community outreach.

·         Collaborates with other programs within Cornerstone and acts as a resource to other staff for program and participant needs.

·         Works to create and sustain a strong internal team environment within the Day One and Emergency Services Programs.

·         Contributes to budget development and expense control as assigned by the Program Coordinator.   

·         Completes other duties as assigned. 

Human Resources 

·         Provides supervision to assigned direct service program staff, meeting individually a minimum of once a month for support and guidance. 

·         Responsible for hiring, orientation and training, and evaluation of program staff, volunteers and interns as assigned. 

·         Ensures compliance with established policies and procedures. 

·         Ensures that all staff, volunteers and interns employ best practices related to data privacy and confidentiality. 

 

Administrative Responsibilities 

·         Reviews and authorizes timesheets and purchase orders as assigned. 

·         Assures data entry is completed accurately, individually and as a staff. 

·         Completes accurate statistical reports as assigned. 

·         Supports grant writing process, i.e. researching, gathering information, etc. as assigned. 

 

Organizational Expectations 

·         Promotes Cornerstone Advocacy Service’s (CAS) mission and philosophy 

·         Displays high ethical and professional standards. 

·         Participates in internal CAS committees and represents CAS on external committees as assigned. 

·         Provides support to and attends CAS events, e.g. conference, volunteer recognition, or fundraisers – as requested by Day One and Emergency Services Director. 

·         Supports CAS marketing initiatives. 

·         Attends all staff meetings and required trainings. 

·         Participates in coordinator/supervisor/management meetings as assigned.  


Experience:

Minimum of bachelor’s degree in social work or related field; minimum of 3 years of experience providing direct services and support to individuals in crisis; and minimum of 1 – 2 years of experience providing leadership in an environment that is responsive to individuals who have experienced trauma.

 

Qualifications/Experience

·         Experience providing direct services and advocacy to individuals and families experiencing domestic violence, sexual violence, and human trafficking. 

·         Experience providing supervision and support to employees or volunteers engaged in direct services to individuals or families impacted by violence.

·         Strong organizational and time management skills.

·         Experience in working with diverse populations and marginalized communities with an understanding of and commitment to anti-oppression work. 

·         Possess an understanding of the impact of interpersonal violence on a micro and macro level. 

·         Broad knowledge of resources/systems which interface with victims of crime, domestic violence, sexual violence and/or human trafficking.

·         Excellent written and oral communication skills. 

·         Knowledge of and aptitude with Microsoft Office, web based applications, and other related forms of technology. 

·         Must live within reasonable distance from the Cornerstone Minneapolis and Bloomington sites.

·         Preferably fluent in bi-lingual skills.

·         Valid driver’s license, insurance and reliable vehicle. 

·         Ability to work flexible hours including a minimum of two evenings a week, some weekends and overnights. 

 

 

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 30 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.  


 

Additional Info:

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, familial or marital status, and/or with regard to public assistance or any other characteristic. These 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.                                                                                

Cornerstone offers a generous salary and benefits package.  


How To Apply:

Please E-Mail your cover letter & resume to

                jobs@cornerstonemn.org


No agencies; No walk-ins; No phone calls please


 

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