Virtual Call Center Jobs in Iowa (NOW HIRING)

Advocate
Reports To: Advocacy Services Manager and Advocate Supervisor
Team: Iowa Victim Service Call Center (IVSCC)
Benefits: Full-time, health, dental, vision insurance, Vacation/Sick Leave, Simple IRA, Non- Exempt status

• Week 1: 8am-8pm on Tuesday, Thursday, and Sunday (9am-9pm)
• Week 2: 8am-8pm on Monday, Wednesday, and Friday

Position Summary

The Advocate provides crisis intervention, safety planning, education, advocacy, and referrals through telephone and digital contacts. This role requires maintaining a professional, non-judgmental, and empowerment-based approach to client services. The Advocate is responsible for accurate documentation, data collection, and participation in outreach and evaluation efforts.

Key Responsibilities

Crisis Intervention & Client Support

• Provide crisis intervention, safety planning, advocacy, and referrals through phone and digital platforms.
• Maintain an empowerment-based and non-judgmental approach in all interactions.
• Refer clients to appropriate service providers as needed.
• Respond to program requests for victim service materials, including brochures, flyers, and other resources.

Data Collection & Documentation

• Collect demographic information on all client contacts.
• Maintain accurate documentation of services provided.
• Enter all client services and referrals into the database and assist in keeping the system updated.
• Collect and maintain statistical data and reports as required by leadership, funders, and monitoring agencies.
• Submit necessary documents as required.

Community Outreach & Public Awareness

• Participate in community outreach by developing awareness of agency services.
• Network with area service providers and support public education efforts about victimization.

• Assist marketing and development with fundraising efforts.

Administrative & Program Support Responsibilities

• Maintain accurate and timely documentation in required databases.
• Assist with call center projects, data tracking, and quality improvement efforts.
• Support maintenance of resource lists and internal procedures.
• Participate in virtual staff meetings and agency initiatives
• Maintain flexibility in work schedule, including evenings, weekends, and holidays.

Staff Wellness & Support

• Prioritize self-care and seek support when experiencing work-related crises or vicarious trauma by utilizing available mental health resources, participating in debriefings, and implementing personalized self-care strategies.
• Communicate effectively with staff and supervisors to foster a supportive work environment, ensure clarity in expectations, and promote collaboration to enhance victim services.
• Adhere to all Family Crisis Centers policies, procedures, and confidentiality.
• Adapt to evolving organizational needs by taking on additional responsibilities as necessary.
• Support agency-wide initiatives and assist with special projects as needed.

Qualifications

• Education & Experience: High school diploma or equivalent required.
  • College degree in social work, human services, or a related field preferred or an equivielent combination of education and experience.
• Skills & Knowledge: Strong crisis intervention skills and ability to work with diverse populations.
  • Strong leadership, time management, and organizational skills.
  • Proficiency in office skills, including computer literacy.
• Training & Certification: Must complete mandatory victim advocate training within 30 days of employment and fulfill on-going certification requirements.
• Travel Requirements: Ability to travel if needed for trainings, meetings, or other work-related events, including in-person visits to the main office.
• Background Requirements: Must pass all required background checks, including/not limited to:
  • Criminal and child/dependent adult abuse background checks
  • Sex Offender Registry clearance
  • Must possess a valid drivers license and adequate motor vehicle insurance.

FCC is an equal opportunity employer. FCC is fair and impartial in all of its relations with its employees and applicants for employment and makes all employment related decisions without regard to race, creed, color, religion, sex, sexual orientation, gender identity, socio-economic status, parental responsibility, language, national origin, age, health status (including HIV-positive), physical or mental disability, or any other categories protected by federal, state, or local law.