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Hotline Lead Advocate

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.

Location: Twin Cities Metro Activity Area: Mental Health and Crisis Intervention
Category: Health/Human Services Workforce Closing Date: Apr 25, 2019
Job Type: Full Time Salary: DOQ

Primary Duties:

The Lead Advocate position is responsible for providing leadership, mentorship and support to other call center advocates in responding to callers/contacts to Day One and MN Crime Victims Services about general crime, domestic violence, sexual violence, human trafficking, and sexual exploitation via phone, text, email and chat messaging. This position provides direct services through modeling the use of trauma-informed and survivor- centered practices to provide callers/contacts with referrals, information, support and safety planning, directly connecting contacts when appropriate. The Call Center Lead Advocate will be well versed in Cornerstone’s mission and values as well as the Day One Network system, processes and best practices. The position will ensure accountability of advocacy work and communicates concerns to Call Center Supervisor. This position will also have elevated support responsibilities, with oversight from the Call Center Supervisor, including operational support, training support, quality assurance, and other duties as assigned. Twelve hours of this role will be dedicated to Safe Harbor/Human Trafficking support each week. This will include attending meetings, researching, providing support and communicating updates and best practices to the team. Hours/Schedule: This is a full-time position with flexible scheduling for Safe Harbor meetings and work groups. This position will provide call center support and guidance during evening and overnight shifts. This position will also provide rotating on-call responsibilities and may be required to work outside scheduled hours as coverage needs arise.


• Work experience demonstrates advancement of responsibilities. • Enthusiasm for learning and sharing information. • Advanced advocacy skills with survivors of interpersonal violence and general crime. • 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. • Experience in working with diverse populations and marginalized communities and anti-oppression work. • Ability to work independently and make decisions under pressure. • Excellent customer service skills; ability to work with contacts and service providers in a friendly, cooperative, and professional manner. • Advanced written and interpersonal communication skills. • Completed 40-hour sexual violence advocacy training. • Knowledge and aptitude with Microsoft Office and other related forms of technology • Multilingual candidates preferred. ESSENTIAL DUTIES AND RESPONSIBILITIES: Program • Utilizes the call center’s technology to assist callers, and model’s best practices for staff and while training new employees. • Communicates regularly with Call Center Supervisor regarding call center quality assurance and areas for staff training. • Maintains professional and confidential responses to callers, text and chat users including appropriate responses in crisis situations. • Assesses with contacts what they are currently seeking for services and then ensures appropriate referrals and resources are made based on their requests. • Accurately documents all contacts to Day One/ MN Victims Services in the Call Center database. • Demonstrates a comprehensive understanding of the human services delivery system including community resources, organizations and services. • Maintains a high level working relationship with referral partners inclusive of the Day One Network agencies, 2-1-1, law enforcement, medical personnel, Safe Harbor services and others. • Works as a team with other Call Center Advocates, General Crime Services, Emergency Services staff and supervisors/managers to ensure all referral information is up-to-date and accurate. • Attends and participates in Safe Harbor meetings, trainings, and work groups, and keeps Day One team trained and updated on best practices. • Works collaboratively across all internal programs at Cornerstone. • Other duties as assigned. Human Resources • Participates in the training and mentoring of co-workers, volunteers and/or students. Administrative Responsibilities • Completes data entry in a timely and accurate manner. • Properly documents all critical incidents inclusive of child protection reports. • Assist the Call Center Supervisor in scheduling and providing support in the interview process and training of Call Center candidates and new employees. • Provides support to the Call Center Supervisor in developing monthly staff meeting agendas and completing meeting minutes. Organizational Expectations • 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. 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.


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 which includes medical, dental, life insurance, 401K, etc.

How To Apply:

Resumes and cover letter are required to be considered for interview. Please email both your cover letter & resume to No agency; No walk-ins; No phone calls please


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