Day One Call Center Advocate

Cornerstonemn; Minneapolis (MN); On-site; USD 26,959 - 30,720; Part time

Benefits offered by this job

Free mental health services

Paid time off: 168 hours annually plus holidays

Job summary

Cornerstonemn is seeking a part-time Call Center Advocate in Minneapolis to provide trauma-informed and culturally responsive services for victims of domestic violence and other crimes through the Day One Crisis Line. The role requires good crisis communication skills and a commitment to supporting diverse populations.

Qualified candidates will have relevant education or experience in human services and be able to assess and respond appropriately to individuals in crisis. This position offers flexible hours and aims to support an inclusive community environment.

Qualifications

• One or more years of direct crisis response experience in a trauma-informed setting.
• Understanding of crime victim's rights and the criminal justice system.
• Ability to assess and deescalate situations calmly.

Responsibilities

• Provide trauma-informed support and advocacy via phone, text, email, and chat.
• Assess participants' service needs and provide appropriate referrals.
• Maintain professional relationships with referral partners and other agencies.

Skills

Trauma-informed care

Culturally responsive care

Crisis communication

Microsoft Office

Interpersonal skills

Education

Relevant education in psychology or social work

Tools

Virtual contact applications

Apricot database

Job description

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.

Core Values

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

Summary of Cornerstone

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 at www.cornerstonemn.org

Diversity and Inclusion

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

Pay Range

$19.57 - $22.30

Unionized Position

Yes. This position is part of a collective bargaining unit represented by AFSCME Council 5.

Job Summary

The Cornerstone Day One Call Center (CC) Hotline Advocate position is responsible for providing 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

Various shifts.

Experience / Qualifications

• Relevant education, professional experience, or lived experience in psychology, social work, human services, or a related field preferred.
• 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 to assess, deescalate, and communicate 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.

Essential Functions

• 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 contacts/participants to determine their service needs 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, including 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 assigned.
• Works as a team to maintain a safe, welcoming, inclusive, assessable, and clean environment for participants, staff, and visitors.
• Any other duties as assigned by supervisor that support overall program services and services to survivors/victims.

Physical Requirements

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 accommodation may be made to enable individuals with disabilities and those who may be Deaf/Hard of Hearing, to perform the essential functions. The employee is regularly required to talk or listen, use manual dexterity, visual acuity, stand, walk, sit, climb or balance, stoop, kneel, or crouch, and lift and/or move up to 30 pounds.

Cornerstone Offers

• Virtual Mental Health Services: Free for all employees and their immediate families.
• Paid Time Off: 168 hours annually, plus 11 paid holidays. (For full-time employees. Prorated for part-time.)

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, veteran, disability, age, marital or familial status, and any other characteristic. We are an Equal Opportunity and affirmative action employer.