Day One Call Center Hotline Supervisor II

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.

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 Details : $50,000 - $60,000

POSITION DESCRIPTION:

The Call Center Hotline Supervisor position is responsible for supervising Cornerstone's Day One Call Center (CC) Hotline advocates and related daily services. The Day One CC Hotlines respond 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 statewide Day One Crisis Line, General Crime Victim Support Line, and Minneapolis Hotline. The supervisor's primary role is to ensure that advocates provide trauma-informed, survivor-centered, and culturally responsive services. The supervisor ensures that Call Center Hotline Advocates utilize these same practices when assisting walk-ins, online chat support groups, and pet safe housing participants.

Education: Bachelor's degree in social work or related field, Master's Degree preferred. Minimum of 2 or more years of experience providing direct crisis response services to individuals; and 2-3 years of experience providing staff supervision and leadership in an environment that is responsive to individuals and families who have experienced trauma and violence. Length of experience in a social service field may be considered in lieu of some educational requirements.

Hours/Schedule:

This position requires a flexible work schedule which varies based on supervisory and program needs including some evening and weekend hours. This position includes on-call rotating schedule to assist with after-hours staff support, coaching and direct service coverage. This position may be required to provide additional coverage and support during a local disaster or major public awareness events.

QualificationsÆxperience

Experience providing direct services and advocacy to victims/survivors experiencing trauma and violence in their lives.

Experience providing supervision, team building, and support for employees, interns, or volunteers engaged in direct services to individuals or families impacted by trauma and violence.

Knowledge and familiarity in working with diverse populations and marginalized communities with an understanding of and commitment to anti-oppression work.

Strong organizational and time management skills.

Proficient written and oral communication skills.

Knowledge of and aptitude with Microsoft Office, client database applications, and other related forms of technology. Ability to learn and navigate various modes of online platforms and phone technology simultaneously.

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

• Must live within a reasonable distance from Minneapolis and Bloomington locations.
• Valid driver's license, automobile insurance and reliable vehicle (Valid Driver's License and auto insurance must be on file with HR.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides direct supervision (role-modeling, training, and accountability) of CC Hotline advocates. Supervision includes meeting individually a minimum of once every 2 weeks for oversight of work, support, and guidance.
• Responsible for hiring, orientation, training and mentoring of staff, volunteers, and interns, with particular emphasis on general crime victimization issues and services available to victims/survivors.
• Oversees that advocates maintain the essential relationship with the Day One Network utilizing the innovative practices of relationships, process, and technology to provide immediate and lowbarrier access to safety and services for victims/survivors.
• Ensures compliance with established policies, procedures, and best practices.
• Maintains resource, referral, and training materials to keep CC Hotline Advocates current with all information needed to perform their jobs effectively.
• Facilitates weekly team meetings to provide support around individual cases and evaluate successes and challenges. Organize and facility team and agency trainings as assigned.
• Maintains ongoing collaboration, communication, and team building across CAS programs with an emphasis on cross referrals/trainings with the General Crime Victim Services and Emergency Services teams.
• Provides oversight and implementation of reporting tools and performance measurements to improve service delivery.
• Keeps Day One/GCVS Manager apprised of accomplishments, concerns, critical staffing/performance, and services updates.
• Works with program team to maintain a welcoming, clean, and safe environment.
• Assists in answering hotline calls as needed to cover peak times, staff time off, and open shifts.  Ensures 24/7 staffing coverage, with other on-call positions, including the availability to personally cover shifts when needed.
• Assists walk-in participates with support, information, and referral as the need arises.
• Provides back-up for Emergency Services leadership and coverage as needed and direct by the

DO/GCVS Manager

• 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.
• Maintains accurate employee records including timesheet review, signature and submission, supervision/coaching sessions, schedules, and other related duties as assigned.  Supports grant writing process, i.e., researching, gathering information, etc. as assigned.

ORGANIZATIONAL EXPECTATIONS

• Promote Cornerstone Advocacy Service's (CAS) mission & philosophy.
• Display 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.

LEADERSHIP EXPECTATIONS

• Maintain positive and enthusiastic attitude.
• Identify and capitalize on strengths in your team and across organization.
• Maintain communication processes with supervisor to ensure clarity about programming and staffing responsibilities, successes, challenges, and concerns.
• Model and coach employees in peer-to-peer feedback conversations aligned with the agency's recommended practices.
• Provide direct and honest communication with staff across the organization.
• Maintain personal accountability and that of your employees.  Support a continuous learning environment.

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.

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