FT Overnight Call Center Advocate

Cornerstone Advocacy Service; Minneapolis (MN); On-site; USD 27,000 - 31,000; Full time

Benefits offered by this job

Mental health counseling

Telemedicine

401(k) plan

Paid parental leave

Medical, dental & vision

HSA & FSA

Life insurance

Disability insurance

PTO 168 hours

Paid holidays

Job summary

Cornerstone Advocacy Service in Minnesota is seeking a Call Center Advocate for a full-time overnight position. You will provide trauma-informed, survivor-centered support via phone, text, email, or chat on the Day One Crisis Line and related services, with limited in-person contact.

The role emphasizes culturally responsive care and coordination with partners, including data entry to Apricot database and collaboration with CAS programs.

Qualifications

• Understanding of trauma-informed, survivor-centered, and culturally responsive care practices.
• Broad knowledge of resources, human services, and systems interfacing with victims of crime.

Responsibilities

• Maintain professional, confidential trauma-informed support via phone, chat, text, and email.
• Assess what services participants seek and provide referrals through Day One system and 211.
• Collaborate with Day One Network agencies, law enforcement, and medical personnel.
• Ensure referrals and information are up-to-date across internal programs.

Skills

Trauma-informed practices

Survivor-centered care

Cultural responsiveness

Crisis communication

De-escalation

Education

Bachelor’s degree in psychology, social work, or human service-related field

Job description

Call Center Advocate (Full Time Overnights)

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 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 of our departments, programs, and worksites. BIPOC and LGBTQ+ community are strongly encouraged to apply.

Pay Range:

$19.57 - 22.30 with a $2/hour night shift differential.

Unionized Position:

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 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:

11pm - 7am Sunday - Thursday

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 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.
• Preferred 40-hour sexual assault certification or the ability to complete training within 6 months of hire.
• 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 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.
• Assures data entry is completed accurately in Apricot database and other tracking methods.

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. While performing the duties of this job, the employee is regularly required to talk or listen. 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, or crouch. 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.

Our Benefits Package Includes:

• Free virtual mental health counseling (for all employees + their families)
• Free telemedicine (for employees + enrolled family members)
• 401(k) after 90 days + up to 4% employer match after 1 year
• Paid parental leave after 1 year of service
• Medical, dental & vision (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, and/or with regard to public assistance or any other characteristic. We are an Equal Opportunity and Aff...