Day One Call Center Hotline Advocate

Cornerstonemn; Minneapolis (MN); On-site; USD 40,000 - 47,000; Full time

Benefits offered by this job

Free virtual mental health counseling

401(k) with employer match

Generous PTO and paid holidays

Job summary

Cornerstonemn in Minneapolis is seeking a Day One Call Center Hotline Advocate to provide trauma-informed and culturally responsive services for victims of domestic violence and general crime. This role involves responding through various communication channels and ensuring immediate access to support.

The ideal candidate will possess a degree in psychology or social work and have experience in crisis response. Benefits include paid parental leave, 401(k) matching, and generous PTO.

Qualifications

• Bachelor’s degree in psychology, social work, or a related field.
• One or more years of experience in a trauma-informed setting.
• Ability to assess, deescalate, and communicate with participants in crisis.
• Knowledge of virtual contact applications and related technology.

Responsibilities

• Provide trauma-informed support and advocacy through multiple communication channels.
• Assess participants to determine needed services and provide necessary referrals.
• Collaborate with referral partners and maintain professional relationships.
• Document critical incidents and assist walk-in participants as needed.

Skills

Crisis response services

Trauma-informed care

Culturally responsive care

Good written and interpersonal skills

Understanding of crime victims' rights

Microsoft Office

Education

Bachelor’s degree in psychology, social work, or human services

Job description

Day One Call Center Hotline Advocate

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

Our 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 area who are experiencing or have experienced domestic violence, sexual violence, human trafficking or general crime. 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 of our departments, programs, and worksites. BIPOC and LGBTQ+ community are strongly encouraged to apply.

Pay Range: $19.57 – $22.30

Unionized Position: Yes

Hours: Monday‑Friday 7 am‑3 pm / Monday‑Friday 10 am‑6 pm

Job Summary: The Cornerstone Day One Call Center (CC) Hotline Advocate provides 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 their supporters via phone, text, email, or chat 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 also provided. This essential position within the Day One Network uses innovative practices of relationships, process, and technology to provide immediate and low‑barrier access for v/s. Schedule: M‑F 7 am‑3 pm.

Experience / Qualifications

• 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 that interface with victims of 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 system (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; ability to work with v/s, concerned persons, and community partners.
• Preferred: 40‑hour sexual assault certification or ability to complete training within 6 months of hire.
• Knowledge of Microsoft Office, virtual contact applications, and other related technology.
• Ability to travel between Minneapolis and Bloomington office locations as necessary for meetings, shifts, etc.

Duties and Essential Functions

• Maintain 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.
• Assess contacts/participants to determine needed services, providing support, advocacy, and referrals through the Day One system, 211, community and system agencies, and other resources.
• Sustain high‑level working relationships with referral partners including Day One Network agencies, law enforcement, medical personnel, and others. Work collaboratively across all internal programs at Cornerstone.
• Collaborate with other Call Center Advocates, CAS program staff, and supervisors/managers to ensure seamless referrals and accurate, up‑to‑date information.
• Stay apprised of Cornerstone and program activities, policies and protocol changes, updates, and general information by reviewing CC emails, TEAMS staff pages, and CAS Connect.
• Participate in the training and mentoring of new staff, volunteers and/or students as assigned.
• Assure accurate data entry in the Apricot database and other tracking methods.
• Properly document all critical incidents: child protection reports, emergency response calls, and participant injury/consent. Complete other documentation as assigned by supervisor.
• Assist walk‑in participants with support, information, and referral as needed. Additional advocacy as trained and assigned, including the Pet Safety Program (MNAFAS).
• Provide back‑up assistance for Emergency Services when cross‑trained and assigned.
• Work as a team to maintain a safe, welcoming, inclusive, accessible, and clean environment for participants, staff, and visitors.
• Perform 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, including Deaf/Hard of Hearing, to perform the essential functions. Duties include regular talking or listening, manual dexterity for use of objects, tools or controls, visual acuity, standing, walking, sitting, climbing or balancing, stooping, kneeling or crouching, and lifting and/or moving up to 30 pounds. Employees should request assistance if lifting an object beyond their capabilities.

Our Benefits Package Includes

• Free virtual mental health counseling (for employees and their families)
• Free telemedicine (for employees and enrolled family members)
• Free vision coverage for employees
• 401(k) after 90 days + up to 4% employer match after 1 year
• Paid parental leave after 1 year of service
• Medical, dental (eligible first month after 30 days)
• HSA & FSA options
• Free basic life & AD&D insurance
• Free long‑term disability
• Voluntary short‑term disability
• Generous PTO: 168 hours to start (increases after 24 months)
• 11 paid holidays + 2 floating holidays
• Paid birthday off

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, or public assistance. We are an Equal Opportunity and affirmative action employer.