Advocate Contact Center

Compass Connections; San Antonio (TX); Hybrid; USD 34,000 - 43,000; Full time

Benefits offered by this job

100% employer-paid medical, dental,  &

Vision insurance

Retirement plan options

Additional employer sponsored benefits

Job summary

Compass Connections seeks compassionate Advocates to support individuals in crisis across the United States from our San Antonio team. You will listen, assess risk, provide information, and connect callers with resources with trauma-informed care.

The role requires a bachelor’s degree (or 3+ years’ relevant experience), English fluency, and certifications like First Aid/CPR. Expect a demanding environment with flexible hours and a strong focus on safety and confidentiality.

Qualifications

• Bachelor’s degree or 3+ years of relevant experience in lieu of degree.
• Fluency in English; Spanish preferred.
• First aid/CPR and emergency behavior intervention certifications.
• Ability to maintain confidentiality and manage sensitive information.

Responsibilities

• Meet federal and state guidelines applicable to the position.
• Respond promptly and professionally to incoming contacts.
• Assess caller risk and determine immediate safety needs.
• Connect clients with appropriate resources and services.
• Maintain caseload per agency policies and licensing standards.
• Participate in ongoing professional development activities.
• Monitor changes in behavior or circumstances affecting safety.
• Provide feedback to crisis line staff to improve responses.
• Prepare and maintain accurate records and reports.
• Work evenings, weekends, and holidays as required.
• Follow safety protocols during emergencies.
• Maintain confidentiality across all service areas.
• Adhere to Compass Connections policies and dress code.

Skills

Active listening

Calm under pressure

Crisis intervention

Empathy

Spanish language

Education

Bachelor's degree in social work, psychology, criminal justice, sociology or related field

3+ years of relevant experience in lieu of degree

First aid/CPR certification

Emergency behavior intervention certification

Job description

## Advocate Contact CenterApply: San Antonio, TX: Full time: Posted Today: REQ-029188It's a great feeling to work for a company that does so much good for others around the world!**Make a difference every day with an organization dedicated to doing good and caring for others.**Compass Connections believes every person reaching out for help deserves to be heard, supported, and treated with dignity. That's why our team of call center Advocates are available to help people in need, like those who call the National Human Trafficking Hotline and speak to members of our team.Our Advocates are available 24/7 to respond to calls, texts and chats from people all over the United States seeking information and support. Our Advocates listen, provide information, and connect individuals with resources and services based on their needs and choices. Every interaction is an opportunity to provide compassionate, trauma-informed support when it matters most.We are now hiring compassionate, dependable individuals to join our team. If you are a strong listener, remain calm under pressure and want your work to make a meaningful difference, we invite you to apply.**ALL Benefits available on the first day of employment.*** 100% employer-paid medical, dental, vision insurance* Retirement plan options* Additional employer sponsored benefits availableAsk your recruiter for a complete overview of the benefits available to you.**Hourly Rate:** $25.00 - $31.50 an hour based on schedule and educational experience**Language Requirement:** Fluency in English is required. Fluency in Spanish is preferred.**Academic Req:** Required – Bachelor’s or undergraduate degree from an accredited program/university, preferably in one of the following areas: social work, psychology, criminal justice, sociology, or related field of study; or a minimum of three years of relevant experience in lieu of degree.**Certifications:** First aid, CPR, Emergency behavior intervention **Work experience:** Preferred – One (1) year of related experience and/or training including experience working in crisis intervention, advocacy, or a related area.**Critical Action Items & Measurable Deliverables:** 1. Meet all federal and state regulatory guidelines and standards that are applicable to this position. 2. Answer incoming contacts promptly and professionally. 3. Assess caller risk and determine immediate safety needs. 4. Connect contactors with appropriate resources. 5. Maintain a case load in accordance with agency policies and procedures and licensing and contract standards. 6. Participate in workshops, seminars, education programs and other activities that promote professional growth and development. 7. Continually assess ongoing changes in behavior, circumstances or conditions that may affect safety. 8. Provide feedback and support to crisis line staff to ensure an appropriate response to crisis calls, individuals needs are addressed through best possible supports, and follow ups are conducted as needed. 9. Compile, prepare, submit and maintain accurate records, files, forms, statistics and additional information in accordance with agency policies, licensing and/or contract requirements. 10. Work evenings, weekends and holidays as needed or requested by position supervisor. 11. Implement Compass Connections safety protocols including evacuating with children and other staff in case of an emergency. 12. Maintain confidentiality in all areas of the service population and program operations. 13. Maintain Compass Connections professional and ethical standards of conduct outlined in Compass Connections employee handbook including demonstrating respect for agency staff, the service population, and community members and complying with required dress code at all times.**Other Responsibilities:** 1. Coordinate referrals, service planning and documentation of services for assigned caseload. 2. Act as a liaison with stakeholders, including law enforcement, emergency services, and service providers. 3. Accept crisis calls and provide support to families in crisis. 4. Participate in weekly face to face or virtual consultation with the supervisor. 5. Meet all deadlines required by program supervisor and federal partners.**Requirements:** 1. Pass a pre-employment drug screen and random drug screens throughout employment. 2. Provide proof of work eligibility status upon request. 3. Pass a pre-employment and biennial criminal background checks. 4. Demonstrate the ability to: a. Respond sensitively and competently to the service population’s cultural and socioeconomic characteristics. b. Work collaboratively with other staff members, service providers and professionals. c. Work in a fast-paced environment and maintain emotional control and professional composure at all times. d. Maintain computer literacy required to meet the responsibilities of the position. e. Work effectively and without intensive supervision both independently and as a member of a multidisciplinary team. 5. Demonstrate a working knowledge of all Compass Connections policies and procedures. • Compass Connections is committed to following immunization recommendations produced by the U.S. Centers for Disease Control (CDC). As such, our company policy requires that all employees must receive an annual Influenza vaccination or obtain an approved exemption as a medical or religious accommodation. This is a condition of employment, and all new hires will be responsible for providing proof.English (United States)If you like to work with people that believe they can make a difference in the world, this is the company for you!**EEO Statement**In accordance with Title VII of the Civil Rights Act of 1964 and other applicable federal and state laws (e.g., the Age Discrimination in Employment Act (ADEA), and the Americans with Disabilities Act (ADA), it is our policy to provide equal employment opportunity and treat all employees equally regardless of race, religion, national origin, color, sex, or any other classification made unlawful or prohibited by federal, state and/or local laws, such as age, citizenship status, veteran or military status, or disability. This policy applies to all terms and conditions of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.