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Hotline Lead Advocate

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.


(www.cornerstonemn.org)

 
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 +
 

Primary Duties:

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

POSITION DESCRIPTION: The Lead Advocate position is responsible for providing supervision, 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..

Education and Experience: Qualified applicants must have a bachelor’s degree in social work or related human service field and two years of experience providing direct services to individuals and families, or an Associate Degree and 5 years of experience providing direct services to individuals and families. One-two years supervising staff in an anti-violence work setting.

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:

  • 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.
  • 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.

Experience:

Qualified applicants must have a bachelor’s degree in social work or related human service field and two years of experience providing direct services to individuals and families, or an Associate Degree and 5 years of experience providing direct services to individuals and families. One-two years supervising staff in an anti-violence work setting.

QUALIFICATIONS:

1. Work experience demonstrates advancement of responsibilities.

2. Enthusiasm for learning and sharing information.

3. Advanced advocacy skills with survivors of interpersonal violence and general crime.

4. Broad knowledge of resources and systems which interface with victims of violence.

5. Understanding of survivor-centered and trauma-informed care practices.

6. Understanding of the impact of interpersonal violence on adults, children and youth.

7. Experience in working with diverse populations and marginalized communities and anti-oppression work.

8. Ability to work independently and make decisions under pressure.

9. Excellent customer service skills; ability to work with contacts and service providers in a friendly, cooperative, and professional manner.

10. Advanced written and interpersonal communication skills.

11. Completed 40-hour sexual violence advocacy training.

12. Knowledge and aptitude with Microsoft Office and other related forms of technology.

13. Experience in supervision of staff and volunteers.

14. Multilingual candidates preferred.


 

Additional Info:

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. AAP/EEO Statement 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 jobs@cornerstonemn.org. No agencies; No walk-ins; No phone calls please.


 

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