Day One Call Center Hotline Advocate I/II – Part-Time (16 hours, E/O Weekend Sat and Sun 7am-3pm)

Cornerstone is a $5.4 M agency with approximately 100 employees.  Our organization serves individuals impacted by domestic violence, sexual violence, human trafficking, and general crime. We have office locations in Bloomington, Minneapolis, and Brooklyn Center.

Cornerstone has developed one of the most comprehensive service continuums for victims of violence in Minnesota. Our services are designed to move individuals and families from crisis to safety, stabilization and security. Last year approximately 4,000 individuals accessed Cornerstone programming. In addition, through Cornerstone’s statewide Day One Crisis and Crime Victim Support lines, we provided services to over 20,000 persons via phone, text and chat. We are committed to providing opportunities for others to partner with us in this work and to convey, as a community, zero-tolerance for violence. (www.cornerstonemn.org)

Position Summary

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 to walk-in participants. 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.

Hours/Schedule: This position will work a regular part-time schedule. The CC Hotline Advocate part-time staff may have the ability to work flexible hours which is inclusive of holidays. Opportunities may be available to pick up additional shifts monthly. This position may be required to provide additional coverage during a local disaster or major public awareness events.

Location: Minneapolis, Minnesota

Salary: $16.24 – $16.74 Per Hour

Position Type: Part Time

Required Experience: Less than 2 years

Required Education: Bachelor’s Degree preferred; Associate Degree required

Date Posted: July 1, 2021

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential responsibilities include but are not limited to the following:

Direct Services

Crisis Hotlines (92%)

· Maintains a professional and confidential survivor-centered support, advocacy, information, and safety planning for victims/survivors through phone, chat, text, and safety 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 in collaboration with the Emergency Service Advocates.

· 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.

· Other duties as assigned.

In- Person Advocacy (2%)

· Assists walk-in participates with support, information, and referral as the need arises.

· Provides back-up assistance for Emergency Services when cross-trained and assigned.

· Additional in-person advocacy as trained and assigned.

Administrative Responsibilities (6%)

· 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/concerns.

· Completes other documentation as assigned by supervisor.

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.

Qualifications and Key Skillsets

· Ability to remain calm and survivor-centered with those experiencing crisis and trauma.

· 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 of the impact of domestic violence, sexual violence, human trafficking/sexual exploitation, and general crime on adults, children/youth, and the community.

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

· 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 contacts/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.

· Ability to work flexible and varied hours including evenings, weekends, and holidays.

· 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. Ability to navigate various modes of on-line platforms and phone technology simultaneously.

· Valid driver’s license, automobile insurance and reliable vehicle (Valid Driver’s License and auto insurance must be on file with HR. This position may be required to relocate between the Minneapolis/Bloomington offices during shifts. Alternative reliable transportation such as Lyft, Uber or bus may be used if able to move quickly between locations.

· Multilingual candidates preferred.

Education/Experience

Advocate II: Minimum of bachelor’s degree in criminal justice, psychology, social work, or human service-related field and three or more years of experience providing direct crisis response services to individuals. Length of experience in a social service field may be considered in lieu of some educational requirements.

Advocate I: Minimum of bachelor’s or Associate’s Degree in psychology, social work, or human service-related field and 0 – 3 years of experience providing direct crisis response services to individuals. Length of experience in a social service field may be considered in lieu of some educational requirements.

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.

Additional Information

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, disability, age, familial or marital status, and/or with regard to public assistance or any other characteristic. These statements are not intended to encompass all functions and qualifications of this position; rather, they are intended to provide a general framework of the requirements of the position. Cornerstone is an Equal Opportunity and Affirmative Action Employer.

Cornerstone offers generous wages and proportionate vacation, personal time off and holiday pay for this part time position.

How to Apply

Apply online by completing this employment application and uploading your resume and cover letter directly in this form.

You can also download Cornerstone’s employment application (PDF) and submit the completed application, resume and cover letter to Jobs@cornerstonemn.org with the job title in the email subject line. 

Only applications with a completed form, resume and cover letter will be reviewed.

No agencies; no walk-ins; and no phone calls please. The Jobs@cornerstonemn.org email is only for receiving resumes. No additional information is known about open positions. Qualified applicants will be contacted after resumes are reviewed.

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Mission & Services

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. Our ultimate goal is to reduce the prevalence of domestic violence, sexual violence, human trafficking and general crime.

Learn More

Minnesota Day One®

A statewide program of Cornerstone, Day One® works to ensure that no call for help goes unanswered so that all in need can find safety and support. Day One connects people to experiencing domestic violence, sexual violence, human trafficking or general crime to help at agencies throughout the state.

Learn more

Call: 1.866.223.1111
Text: 612.399.9995

Please call 911 in an emergency.

Minnesota Crime Victims

Cornerstone’s General Crime Victim Advocacy program assists victims of assault, child abuse, impaired drivers, elder abuse, identity theft, robbery, homicide and other crimes. We also can connect you to crime victim agencies through Minnesota via our statewide Minnesota Crime Victim Support Line.

Learn more

Call: 1.866.385.2699
Text: 612.399.9977

Please call 911 in an emergency.

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