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Day One Call Center/Crisis Line Supervisor

Cornerstone Advocacy Service


Organization Summary:

Cornerstone is a $5M agency with approximately 90 employees.  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: Sep 4, 2019
Job Type: Full Time Salary: $36,000 +
Hours: Exempt 

Primary Duties:

RESUMES without COVER LETTERS will not be reviewed or considered for employment at Cornerstone Advocacy Service.

POSITION DESCRIPTION: The position is responsible for supervising the Cornerstone’s Day One Call Center/Crisis Line and its staff. The Call Center/Crisis Line 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/Crisis Line 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/Crisis Line including ensuring that the Day One system, processes and best practices are utilized by Call Center/Crisis Line 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.

EDUCATION:Bachelor’s degree in social work or related field required; minimum of 2 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.



  • 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/Crisis Line 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 Coordinator and Call Center/Crisis Line staff to maintain and enhance community collaborations and referrals inclusive of general crime agencies, 2-1-1, 911, law enforcement, medical personnel and others.
  • Collaborates with the Day One team to maintains professional relationships with partner Network Programs and communicates Network concerns to the Day One Coordinator.
  • Maintains resource, referral and training materials to keep Call Center/Crisis Line 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 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/Crisis Line 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, Emergency Services and Victim Advocacy Programs.
  • Contributes to budget development and expense control as assigned by the Day One 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 & training, and evaluation of program staff, volunteers and interns as assigned.
  • Ensures compliance with established Policy & Procedures.
  • Ensure that all staff, volunteers & interns employ best practices related to data privacy & confidentiality.
  • Administrative Responsibilities

  • Reviews and authorizes timesheets and purchase orders as assigned.
  • Assure data entry is completed accurately, individually and as a staff.
  • Complete accurate statistical reports as assigned.
  • Support grant writing process, i.e. researching, gathering information, etc. as assigned.
  • Organizational Expectations

    • Promote Cornerstone Advocacy Service’s (CAS) mission & philosophy.
    • Displays high ethical and professional standards.
    • Participate in internal CAS committees and represent CAS on external committees as assigned.
    • Provide support to and attend CAS events, e.g. conference, volunteer recognition, or fundraisers - as requested by Day One and Emergency Services Director.
    • Support CAS marketing initiatives.
    • Attend all staff meetings and required trainings.
    • Participates in coordinator/supervisor/management meetings as assigned

    • Experience:


      Bachelor’s degree in social work or related field required; minimum of 2 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.


    • 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 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 employees 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:

    RESUMES without COVER LETTERS will not be reviewed or considered for employment at Cornerstone Advocacy Service.

    Please e-mail your COVER LETTER AND RESUME to

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


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