Call Center Advocate

Call Center Advocate (Part Time)

Our Mission: Cornerstone disrupts violence through advocacy, support, and prevention. We partner with individuals, families, and organizations to build communities free from harm.

• Survivor-Centered
• Social Justice
• Well-Being
• Collaboration
• Integrity

Cornerstone is a $5.5 million organization that provides comprehensive services for individuals and families in the greater Twin Cities metropolitan area who are experiencing or have experienced domestic violence, sexual violence, human trafficking or general crime. Our offices are located in Bloomington, Brooklyn Center and Minneapolis. Learn more nerstonemn.org

We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all of our departments, programs, and worksites.
BIPOC and LGBTQ+ community are strongly encouraged to apply.

Pay Range: $19.00-$21.65

Unionized Position: yes

The Cornerstone Day One Call Center (CC) Hotline Advocate position is responsible to provide trauma informed, survivor-centered, and culturally responsive services for victims/survivors (v/s) of domestic violence, sexual violence, human trafficking/sexual exploitation, and/or general crime. The Advocate responds to v/s and those supporting them via phone, text, email, or chat messaging through the 24/7 Day One Crisis Line, General Crime Victim Support Line and Minneapolis Hotline.

Limited in-person support, advocacy, information, and referral is provided. This is an essential position within the Day One Network and utilizes the innovative practices of relationships, process, and technology to provide immediate and low-barrier access for v/s.

Hours:

E/O weekend 11 pm-7 am

This full-time/part-time position is assigned regular scheduled shifts at the Minneapolis or Bloomington locations. Shifts may include flexible scheduling including evenings, weekends, overnights, and holidays as assigned by the supervisor. This position may also be required to provide additional coverage during a local disaster or major public awareness events.

• Bachelor’s degree in psychology, social work, or human service-related field or comparable combination of career and life experiences.
• One or more years of experience providing direct crisis response services in a trauma-informed setting.
• Understanding of trauma-informed, survivor-centered, and culturally responsive care practices.
• Broad knowledge of resources, human services, and other systems which interface with victims of a crime with an emphasis on serving diverse, marginalized and/or underrepresented populations.
• General understanding of crime victim’s rights, civil remedies, and the criminal justice systems with the understanding additional training will be provided.
• Ability in assessing, deescalating, and communicating in a calm, trauma-informed way with participants in crisis.
• Good written and interpersonal skills with the ability to work with v/s, concerned persons, and community partners.
• Preferred 40-hour sexual assault certification or the ability to complete training within 6 months of hire.
• Knowledge of Microsoft Office, virtual contact applications, and other related forms of technology.
• Ability to travel between Minneapolis and Bloomington office locations as necessary for meetings, shifts, etc.

• Maintains professional and confidential trauma informed, survivor-centered and culturally responsive support, advocacy, information, and safety planning for v/s through phone, chat, text, and email.
• Assesses with contacts/participants what they are currently seeking for services providing support, advocacy, and referrals through the Day One system, 211, community and system agencies, and other resources.
• Sustains a high-level working relationship with referral partners inclusive of the Day One Network agencies, law enforcement, medical personnel, and others. Works collaboratively across all internal programs at Cornerstone.
• Works as a team with other Call Center Advocates, all CAS program staff, and supervisors/managers to ensure all seamless referrals and information is up-to-date and accurate.
• Stays apprised of Cornerstone and program activities, policies and protocol changes, updates, and general information by reviewing CC emails, TEAMS staff pages, and CAS Connect.
• Participates in the training and mentoring of new staff, volunteers and/or students as assigned.
• Assures data entry is completed accurately in Apricot database and other tracking methods.
• Properly documents all critical incidents: child protection reports, emergency response calls, and participant injury/cons. Completes other documentation as assigned by supervisor.
• Assists walk-in participants with support, information, and referral as the need arises. Additional advocacy as trained and assigned inclusive of the Pet Safety Program (MNAFAS).
• Provides back-up assistance for Emergency Services when cross-trained and…