Day One Call Center Hotline Advocate

                      Day One Call Center Hotline Advocate- Fulltime

                      (4 positions: M-F 7a-3p; 9a-5p; 10a-6p; 3p-11p)

Our Mission:

Cornerstone’s continuum of service helps to create communities where individuals and families are safe and children thrive. We advocate, educate and lead the way to social change.

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.

Cornerstone Benefits:

Health care, paid time off, 12 paid holidays which includes employee birthday, retirement savings with up to 4% match after 1 year, basic life insurance free to employees, long term disability free to employees.

This is a unionized Position.

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 Affirmative Action Employer.

Salary Range - $18.00 - $21.63

POSITION DESCRIPTION: The Cornerstone Day One Call Center (CC) Hotline Advocate is responsible for responding to victims/survivors of domestic violence, sexual violence, human trafficking/sexual exploitation, and/or general crime, via phone, text, email, or chat messaging through the 24/7 Day One Crisis Line and General Crime Victim Support Line. The CC Hotline Advocate utilizes trauma-informed, survivor-centered, and culturally responsive practices to provide contacts with referrals, information, support, advocacy, and safety planning. 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 to safety and services for victims/survivors.

Education and/or Experience:

Advocate II: Bachelor’s degree in psychology, social work, or human service-related field or equivalent experience in a social services field. Three or more years of experience providing direct crisis response services to families and with an emphasis on child development is a plus.

Advocate I: Associates degree in psychology, social work, or human service-related field or equivalent experience in a social services field. Two or more years of experience providing direct crisis response services to families and with an emphasis on child development is a plus.

Hours/Scheduling: This is a full-time position which requires flexible scheduling to support participants’ schedules and needs. Shifts may include evenings, weekends and holidays as assigned by the supervisor. This position may be required to provide additional coverage during a local disaster or major public awareness events.

Qualifications and Key Skillsets 

• Broad knowledge of resources and systems which interface with victims/survivors (v/s) of violence and the skills to work in both a team and individual setting.

• Understanding of trauma-informed, survivor-centered, and culturally responsive care practices comprehensive with a focus on how family dynamics are affected by the impact of domestic violence, sexual violence, and/or human trafficking/sexual exploitation

• Understanding of the human services delivery system with an emphasis on serving diverse, marginalized and/or underrepresented communities and families.

• 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.

• Good written and interpersonal skills with the ability to work with v/s, concerned persons, and community partners in a friendly, cooperative, and professional manner.

• Enthusiasm for learning and commitment to enhancing skills through training, and coaching.

• Preferred 40-hour sexual assault certification or the ability to complete training within 6 months.

• Knowledge and aptitude with Microsoft Office, client databases, and other related forms of technology.

• Valid driver’s license, automobile insurance and reliable vehicle (Valid Driver’s License and auto insurance must be on file with HR). Cornerstone Advocacy Service

• Multilingual candidates preferred.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maintains a professional and confidential survivor-centered support, advocacy, information, and safety planning for victims/survivors through phone, chat, text, and safety/CAS info email.

• Assesses with contacts/participants what they are currently seeking for services and provides referrals through the Day One system, 211, community and system agencies, and/or CAS’ continuum of services when appropriate.

• Responds to victims/survivors who utilize the Cornerstone’s’ “Info” email system.

• Works as a team with other Call Center Advocates, all CAS program staff, and supervisors/managers to ensure all referral information is up-to-date and accurate.

• Stays apprised of Call Center activities, policies and protocol changes, updates, and general information by reviewing CC log, emails, and CAS Connect/TEAMS staff pages.

• Maintains 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.

• Participates in the training and mentoring of new staff, volunteers and/or students as assigned.

• Maintains a welcoming, clean, inclusive, and safe environment.

• 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 participates 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.

• Any other duties as assigned by supervisor that support overall program services and services to survivors/victims.

ORGANIZATIONAL EXPECTATIONS

• Promotes Cornerstone Advocacy Service’s (CAS) mission & philosophy.

• Displays high ethical and professional standards.

• Commitment to diversity, equity, and inclusion through learning, training, and dialog.

• Attends supervision, staff meetings, and trainings as required.

• Participates in internal CAS committees and represents CAS on external committees based on interest/assignment and approval by supervisor.

PHYSICAL DEMANDS: 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 accommodations 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 hear. 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, crouch or crawl. 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. No employee should attempt to lift more than what is comfortable for them. If such a situation should arise the employee should notify their supervisor to find help with lifting any item regardless of weight if the object to be lifted is awkward or difficult to lift in any way. Employee signature below constitutes employee's understanding of the requirements, essential functions, and duties of the position.

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